Approach of Digital First But Not Digital Only

Fourteenth Parliament of Singapore – Second Session for the Sitting on 8 May 2024

Question

Mr Melvin Yong Yik Chye asked the Minister for Communications and Information in view of the “digital first but not digital-only” approach (a) whether the Ministry regularly audits the service journeys provided by various Ministries and statutory boards to assess their digital inclusion; (b) whether the Ministry has received any feedback in the past five years about improving digital inclusion for specific Government agencies; and (c) if so, whether such feedback has been acted upon.

Ms Denise Phua Lay Peng asked the Minister for Communications and Information how can the policy of “not digital only” be better enforced in all Ministries and Government-linked agencies to better support residents who are not digitally able.

Answer

Oral reply by Dr Janil Puthucheary, Senior Minister of State for Communications and Information and Minister-in-Charge of GovTech (for the Prime Minister)

Mr Speaker, may I have your permission to answer PQs 12 and 13 together?  

There are three aspects to being “digital first but not digital-only”. First, agencies strive to make digital services easy to use. Guided by the Digital Service Standards (DSS), agencies design and develop digital services that are (a) accessible and inclusive, (b) usable and (c) relevant. To supplement agencies’ own usability tests, GovTech helps to identify areas of improvement for frequently used services. GovTech also provides central diagnostic tools for agencies to detect usability and accessibility issues. These, together with feedback from the public, are taken into consideration when agencies update their digital products and services.  

Second, there is a conscious effort to make non-digital alternatives available to members of the public who are unable to go digital by themselves. For example, CPF Board and HDB provide in-person and contact centre services to assist those who have difficulty transacting online. These agency-specific service centres are complemented by seven physical ServiceSG centres across Singapore. By housing multiple services under one roof, these ServiceSG centres simplify and enhance citizen’s experience and better implement the “not digital only” approach. ServiceSG will continue to expand the network of centres to prioritise areas with higher demand and concentrations of citizens, especially seniors. Two more centres will be established at Woodlands Civic Centre and Bukit Merah town central by the end of 2024 to achieve a wider outreach of citizens.  

Third, we persist in helping our people to pick up digital skills and keep abreast of new developments. For example, IMDA launched the Digital Skills for Life (DSL) framework in January 2024 to equip Singaporeans with the necessary knowledge, skills, and attitudes to navigate the digital space, carry out daily tasks and stay safe online. To better support vulnerable groups, such as seniors, to learn basic digital skills, the SG Digital Office has also introduced initiatives such as the Seniors Go Digital programme.

These efforts seek to enable all Singaporeans to share in the benefits of digital developments.