Singapore – While Singapore’s digital government is showing significant progress, the latest Adobe report found that the country still has to identify areas for improvement to achieve its Smart Nation 2.0 goals.
According to the report, the national index score saw only a small improvement compared to the previous year. Adobe also revealed that the present year’s results reflect continued excellence in customer experience and a focus on digital equity, with the two having 70.4 and 62.2 DGI scores, respectively.
However, a decrease in the site performance score (53.8) dragged down the overall index score to 62.1.
Key findings also revealed that digital equity, measured by accessibility and readability, showed a significant 11% increase from the 2024 index. This secured the country’s second spot in APAC.
Meanwhile, customer experience continues to be Singapore’s strongest metric, with users needing accessibility features rating higher than others. However, site performance saw an 8% decline, attributed to factors like domain quality and slow mobile loading speeds.
Singapore’s government agencies are at different levels of adopting personalisation, with CPFB taking the lead, followed by EDB and IRAS. Despite this, the nation’s e-government readability score turned out to be low, averaging just 48 out of 100.
Talking about the report, John Mackenney, Director, Digital Strategy Group APAC at Adobe, said, “Singapore’s Smart Nation 2.0 sets a bold vision for a trusted, inclusive, and future-ready digital government. While nearly all public services are now online and Singapore has done well in maintaining citizen satisfaction in customer experience, there remains room for improvement in digital equity and site performance. Achieving Singapore’s Smart Nation 2.0 will require continuous progress in accessibility, personalisation, and seamless digital experiences to meet ever-increasing citizen expectations.”
“At Adobe, we’re committed to enabling government agencies with the solutions they need to modernise digital experiences, efficiently deliver services, increase citizen engagement and build trust through personalisation. Aligned to this, Adobe’s Digital Government Index aims to provide a roadmap to help agencies build an effective digital government of the future, one that is designed for everyone but tailored to the individual,” he further said.
