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Reconnecting and Engaging Citizens in the New Norm

A Platform For Collaboration

OpenGov Asia is pleased to bring an exclusive Breakfast Insight to aims to provide the latest information on delivering an effective and efficient citizen experience.

Leveraging transformational technology trends to respond, recover and thrive

No one could have predicted disruption in the way that the COVID-19 brought and continues to bring. The impact on individual lives and communities is staggering.  

Yet in all the chaos and loss is a silver lining. The crisis has accelerated a move to digital across the public sectors. Burdened with an explosion in demand for services, COVID-19 provided an opportunity for governments to transition services online. They had to rethink how to best serve citizens through proactive, transparent communication and citizen-centric digital offerings with always-on service. 

As Singapore starts to slowly pivot from COVID-19 crisis management to recovery and reopening of economies, it is clear that international travel is unlikely to resume anytime soon. The period of contagion, self-isolation and economic uncertainty has transformed consumer needs and behaviour, thereby impacting the tourism industry. With the borders reopening, the tourism and travel industry might see a brighter year. However, even with the development of several vaccines, it will take time for mass leisure travel and traveller confidence to return. 

In the first three quarters of 2020 Singapore saw a decline in both visitor arrivals and tourism reciepts. Therefore, it is important to create opportunities for the industry to thrive by encouraging domestic advocacy and building domestic demand 

The tourism industry have displayed immense resilience and adaptability throughout this difficult period, reinventing their business models and leveraging technology to reinvent the industry. The pandemic has accelerated key payments and commerce trends, such as the shift towards online channels and experiences, as well as increased usage of electronic payments.  

In their journey, governments have realised improving the citizen experiences online drives better critical outcomes such as  

  • Increased trust
    Satisfied customers are 9X more likely to trust the agency providing the service 
  • Achieve stated missions 
    Satisfied customers are 9X likely to agree an agency is delivery on it’s mission  
  • Meet or exceed budgetary goals 
    Dissatisfied customers are 2X more likely to reach out for help 3+ times 
  • Reduce Risk 
    Dissatisfied customers are 2X more likely to publicly express dissatisfaction 
  • Boost employee morale  
    Long Term Organisation is 50% driven by organisation health and is mutually reinforced by customer experience 


(McKinsey & Company, 2018) 

Changes in citizens preferences and behaviour are likely to persist. Hence, businesses need to be agile in adapting to the new paradigm and agencies need to offer citizens far more accessible services in the most remote locations across almost every conceivable smart device, 24×7 in the safety of their homes. 

Creating seamless, personalised, citizen-centric digital experiences

Government agencies were challenged to meet heightened expectations and increased demand for their services. In fact, meeting demand for assistance and services has been one of the top challenges throughout the pandemic, followed very closely by citizen confusion and frustration. Citizens expect services to be simple, accessible and readily available online. 

Transformational technology trends in enhancing citizen experiences 

In times of constant change governments need to be more intuvitve to sense and respond to new technology opportunities to drive digital transformation to enchance citizen experiences. Some of the trends are listed below  

  • Streamlining content management 
    Insufficient and outdated data continues to limit government agencies ability to meet expectations – creating hassles for citizens. 
  • Personalisation and relevancy 
    Citizens want streamlined digital experiences that address their specific needs. With the right strategy, agencies can increase personalisation and relevancy. By adapting and learning to user behaviours and feedback, personalisation can increase over time, enabling experiences that are immediately personal, easy to use and meaningful.  
  • Mobile and Real time interactions 
    Citizens are wanting this type of contextual experience to be delivered across all live and self-service engagement channels including mobile devices. Furthermore citizens expects government agencies to interact with them and in real time

A good example is Singapore’s Ministry of Manpower (MOM)in the past, citizens who accessed the MOM website visitors found it difficult to navigate through long pages for a specific piece of information. The Ministry explored options for a new flexible and unified content management system that would enable quick, analytics-driven changes.  

The content redesign helped users spend on average 21% less time on site, getting to answers faster. By engaging in a site transformation plan, the number of MOM website page views has increased by 83% and site traffic is up, with 65% more new users. Survey results indicate over 20% improvement in customer ratings with visitors lauding the site for being responsive, intuitive and customer-centric(Sitecore, 2020) 

Digital transformation efforts can not only deliver long-term savings and huge gains in effectiveness but also deliver better citizen and workforce experiences.  

Improving citizen experiences with technology will help citizens settle in the post-pandemic era efficiently and effectively, returning normalcy and boosting the economy quickly 

This is a closed-door, invitation-only, interactive session with Singapore’s top government agencies. 

OpenGovLive! Virtual Breakfast Insights are concise, to the point, strategic level discussions designed to bring learning to the highest level! The unique proposition of this OpenGov Breakfast Insight is the integration of cutting-edge insights from our expert speakers and interactive discussion among the participants. 

This unique session will present the latest research and real-time case studies of enriching citizens experience and reconnecting citizens in the new norm and we will discuss: 

  • Identifying the gaps and inefficiencies observed that negatively impacts citizen experience and how to overcome them 
  • Understanding how digital technologies and modern communications tools help to drive engagement to enhance citizens experience 
  • The importance of personalisation and using omnichannel touchpoints to deliver seamless information to tailor a pleasant digital experience for the citizens 
  • Managing and mining the data from citizen interactions to improve services for a seamless citizen experience 
  • Utilising automation technologies to improve citizen experience on government’s websites  
  • The benefits of adopting a Platform as a service (PaaS) deployment environment in the cloud 

Who Should Attend

Meet Our Distinguished Speakers

Luke Williams
Associate Director, Digital Experience
Australian Catholic University

Megan Engard
Digital Optimisation Specialist

Mohit Sagar
Group Managing Director and Editor-in-Chief
OpenGov Asia

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This is a great way to share new knowledge in new normal. Very useful information and hope to attend next event

Financial and Development Supervisory Agency

It was a fruitful breakfast insight with lots of knowledge and discussion

Agency for Science, Technology and Research (A*STAR)

I can hear good presentations from the experts from around the world and get better insights on the implementation of data analytic tools for improving the government services for public

Ministry of Research and Technology

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Sitecore delivers a digital experience platform that empowers the world’s smartest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the only company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Leading companies including American Express, ASOS, Kimberly-Clark, L’Oréal and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.


Microsoft (Nasdaq “MSFT” @microsoft) enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more.