Global technology firm Adobe has on Monday released its 2025 Digital Government Index (DGI) for Singapore, which reveals that the nation’s overall score rose to 65, a 4.7 percent uplift from 2024, marking its third consecutive year of growth.
Adobe said in a statement that the DGI highlights continued progress in Singapore’s digital government capabilities alongside rising expectations for intuitive, citizen-centric experiences.
The gains were driven by stronger digital self-service and site performance, reflecting sustained whole-of-government investment in accessibility, technical performance, and shared digital infrastructure.
One example is the Central Provident Fund Board’s (CPFB) use of accessible, plain-language content to improve self-service outcomes.
The DGI tracks how digital government services are evolving each year to identify opportunities for improvement.
The index evaluates ministries and statutory boards across different technology stacks and digital maturities, scoring their websites against three measures: customer experience, site performance, and digital self-service.
“At CPF Board, we’re committed to making retirement planning accessible and personalized for every Singaporean through our suite of digital services,
“For instance, with our newly launched ‘PLAN with CPF’, we’ve created a one-stop financial guidance platform that empowers Singaporeans to take charge of their financial health across different life stages,” said Ng Hock Keong, Deputy Chief Executive Officer, Infocomm Technology and Digital Services, CPFB.
“As we continue to place citizens at the heart of everything we do, we’re experimenting with emerging technologies like artificail intelligence (AI) to make our content even more discoverable and our guidance more relevant,
“Singaporeans can look forward to a future digital experience where their retirement planning is not just supported, but truly empowered by innovation that understands their unique life journey,” he added.
It is noted that Singapore’s long-term initiatives such as the Singapore Government Technology Stack, integrated identity systems like SingPass, and alignment to the Web Content Accessibility Guidelines (WCAG) continue to strengthen the reliability, scalability and inclusivity of government digital services.
However, the findings reveal a 5.8 percent decline in customer experience, indicating that while services are becoming faster and more robust, they are not always more intuitive for citizens.
Fragmented journeys, complex content, and inconsistent design continue to affect how citizens find information and complete tasks across mobile and desktop platforms.
“This year’s findings reinforce a simple truth—progress is iterative, and digital success requires continuous refinement,” said John Mackenney, Director, Asia Pacific Digital Strategy Group, Adobe.
“Singapore’s commitment to delivering seamless, trusted, citizen-centric digital experiences is clear,
“By combining strong foundational capabilities with experience design, AI-ready content, and whole-of-government personalisation, the public sector is well positioned for the next horizon of digital government, where services are intuitive, anticipatory, and effortlessly discoverable,” he added.
The 2025 index introduces AI readiness as a new assessment area as generative AI, AI-powered search, and digital assistants reshape how people access information.
It measures how well government websites perform in an AI-enabled landscape.
Meanwhile, Singapore leads Asia with an AI readiness score of 65.5, signaling a progressive approach to digital and technology leadership.
It is noted that Singapore’s government websites perform strongly in trust and authority, and are technically accessible, enabling machines to access, navigate and index their content.
However, official information is less visible in external AI-powered search and assistant platforms where many citizens now begin their information-seeking journey.
Limited traffic referrals from large language models (LLMs) and lower demand for agency keywords further constrain brand and content relevance, reducing the reach of official information through AI-assisted channels.
As digital government services evolve, personalization is emerging as a key driver of experience quality, said the statement.
While capabilities exist across Singapore’s public sector, they are unevenly adopted throughout the citizen journey.
Singapore’s average personalization scores ranged from 37.5 to 68.8 across ministries and statutory boards, with stronger capabilities observed in early-stage interactions such as site search, service discovery and updates.
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