Singapore sees enhanced digital government customer experience, but site performance lags: report

Singapore – Singapore has progressed in its digital government aim, particularly in customer experience and accessibility, according to Adobe’s report. However, it needs to address shortcomings in site performance and readability in line with its Smart Nation 2.0 vision.

Adobe’s report, which assesses customer experience, site performance, and digital equity, reveals mixed results. Singapore sees a ~+5% increase in customer experience, with higher desktop and mobile CX scores among users with accessibility needs reflecting inclusivity. 

However, site performance has declined by 8%, with ~40% slower mobile loading speeds compared to desktop and issues in domain quality.

Digital equity, which measures accessibility and readability, sees an 11% climb from the index last year, placing Singapore second in the Asia-Pacific.

Despite this, the readability of content remains a concern, with a low average score of 48 out of 100. Additionally, some government agencies are also adopting personalisation.

Singapore’s site performance score has greatly impacted its overall digital government index score, which only increased by 1% from its previous score despite its enhanced customer experience and digital equity.

Smart Nation 2.0 is Singapore’s national digital strategy, which aims to improve the country’s digital infrastructure through smart and inclusive digital services for its citizens.

John Mackenney, director of digital strategy group APAC at Adobe, commented “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,” Mackenney added.