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During a recent parliamentary session, questions were posed to the Minister for Communications and Information about Singapore’s digital service strategy, focusing on inclusivity within its “digital first but not digital-only” approach. Queries centred on assessing service journeys, feedback for enhancing digital inclusion, and measures to support residents with limited digital skills.
The Minister for Communications and Information responded by delineating three key aspects of Singapore’s “digital first but not digital-only” approach.
Firstly, agencies prioritise the creation of user-friendly digital services, guided by the Digital Service Standards (DSS) which emphasise accessibility, usability, and relevance. To ensure continual improvement, GovTech assists in identifying areas for enhancement through usability tests and provides diagnostic tools for detecting issues, complemented by feedback from the public.
Secondly, non-digital options are available for those facing digital challenges, such as in-person and contact centre services by agencies like the CPF Board and HDB, alongside physical ServiceSG centres. These centres, consolidating multiple services, aim to enhance citizens’ experiences and uphold the “not digital only” principle, with plans for expansion in high-demand areas like Woodlands Civic Centre and Bukit Merah Town Central by 2024’s end.
Lastly, initiatives are in place to equip Singaporeans with digital skills and knowledge, ensuring they can navigate the digital landscape confidently. The Digital Skills for Life (DSL) framework, launched by IMDA, aims to provide essential digital literacy skills. Additionally, programs like the Seniors Go Digital initiative by the SG Digital Office cater specifically to vulnerable groups, such as seniors, helping them acquire basic digital competencies.
These concerted efforts underscore Singapore’s commitment to promoting digital inclusion, ensuring that all citizens can benefit from the opportunities presented by digital advancements. Through a combination of user-centric design, accessible services, and skill-building initiatives, Singapore strives to bridge the digital divide and create a more inclusive society.
Questions were also posed about Singapore’s National AI Strategy 2.0 and its provisions regarding risk assessment for AI technologies. Specifically, inquiries were made about the requirement for providers to conduct risk assessments before making AI technology publicly available, the entities responsible for undertaking these assessments, and the nature of the risks assessed.
In response, it was highlighted that Singapore’s National AI Strategy 2.0 emphasises the importance of establishing a trusted ecosystem to support robust AI development. The strategy builds upon existing frameworks, such as the AI Model Governance Framework launched in 2019, which recommends best practices for addressing governance issues in AI deployment.
Continual updates to these frameworks, including the recent launch of a Framework for Generative AI, ensure that emerging risks are addressed effectively. Furthermore, the Government provides practical support for organisations in managing AI risks through initiatives like AI Verify, an open-source testing toolkit that helps validate AI systems’ performance based on internationally recognised governance principles.
In sectors like finance, specific AI governance guidelines, such as MAS’s Principles to Promote Fairness, Ethics, Accountability, and Transparency (FEAT), guide financial institutions in overseeing AI development. Many companies have supplemented these guidelines with internal frameworks which include risk assessment tools like the probability-severity matrix.
Singapore also collaborates with international partners to build a trusted environment for AI globally. Joint mapping exercises between AI Verify and frameworks from other countries, such as the US’s AI Risk Management Framework, aim to harmonise approaches and streamline compliance across jurisdictions.
These efforts underscore Singapore’s commitment to fostering trust in AI technologies by implementing robust risk assessment measures and collaborating with stakeholders to ensure alignment with international standards. Through ongoing adaptation and collaboration, Singapore aims to maintain its position as a leader in responsible AI deployment while fostering innovation and economic growth.
