• Onboarded new government organisations: Mindef, Ministry of Transport and others
• Key updates:
  • Increased citizen traffic to MinLaw’s AskGov site by 223% after embedding AskGov help links across MinLaw websites and services
  • Released a new application layer for the AskGov Help Centre, creating a stronger technical foundation for future improvements to the platform
  • Conducted research with citizens to understand what makes government help articles clear and useful
  • Developed the AskGov Content Quality Framework to objectively measure and improve the quality of help articles on AskGov

Added customised AskGov widgets and quick links on multiple MinLaw division websites to help citizens find answers more easily

Conducted citizen research to test improved help articles, validating clearer content writing standards for government help content

• Onboarded new government organisations: Ministry of Law, SG CulturePass, Singapore Food Agency, National Youth Council, and others
• Key updates:
  • Secured partnership with Minlaw to reduce straightforward citizen enquiries
  • Redesigned the AskGov widget to help citizens find answers faster; launched on two agency sites, doubling engaged page views and reducing “Contact Us” clicks by 61%
  • Added new links to scraper for IRAS to keep help information up to date
  • Added support for agency-specific sitemap generation

• Onboarded new government organisations: Singapore Civil Defence Force, Singapore Land Authority (SLA), Singapore Medical Council and others
• Key updates:
  • Redesigned the widget icon to improve user discovery
  • Created a scraper for SLA to keep information up to date
  • Improved UX to take users to the top of the question list when clicking on a subtopic
  • Updated email sent to users after they submit a question for clearer, accurate communication

• Onboarded SkillsFuture Jobseeker, National Translation Committee, Sengkang General Hospital, and others
• Key feature releases:
  • Added CSAT scores and feedback in the admin portal for agency admins
  • Introduced downvote feedback at the individual question level to help agency admins improve responses
  • Added qualitative feedback when downvoting interactive guides
  • Added sorting by downvotes in the admin portal for better issue prioritisation
  • SEO improvements, including metadata title/description updates, canonical links, and structured data
  • Updated the IRAS scraper to include new URLs
  • Refreshed widget design to onboard ICA
  • Refactored answer downvotes to track the exact downvote time

• Onboarded Elections Department, Parents Gateway, Toteboard, and 5 other agencies
• Key feature releases:
  • Launched interactive guides to provide step-by-step instructions for Singpass’ top queries, leading to a reduction in related support tickets by 13%
  • Introduced customer satisfaction (CSAT) surveys across all agencies to gather actionable user feedback
  • Rolled out new designs to all agencies to ensure a consistent user experience
  • Improved AskGov widget to support Singpass launch by improving usability and performance
  • Ensured system stability for scrapers
  • Implemented new page designs for embedded pages for MSF and ActiveSG
  • Conducted a Vulnerability Assessment and Penetration Test (VAPT) and addressed identified vulnerabilities to enhance security and system resilience
  • Other minor system improvements

• Onboarded Corppass, SEAB, Customs, Comet, SGCourts, and other agencies
• Key feature releases:
  • Revamped the homepage to make it more user-friendly - moved the topics panel to the left for easier navigation, improved the design for brand customization and scalability, added a scroll gradient, and increased focus on the search function
  • Enhanced the search feature with search animations and a pop-up search window to make finding answers more intuitive and engaging
  • Improved the “ask a question” page by increasing the exposure of related questions to encourage users to read them, adding FormSG submissions, and providing agency hotlines for direct communication
  • Updated the search model (from OpenAI to Cohere) to speed up response times
  • Cached frequently used data (topics, questions, shortcuts) to improve performance

• Onboarded Singpass, Gov.sg, NDP2024, MAS, CPF, and 5 other agencies
• Key feature releases:
  • Introduced Quick Links on Singpass to increase the number of users who land on a Q&A page by 27%
  • Customisation for Singpass onboarding e.g. routing to multiple emails, design changes, remove acknowledgement email
  • Simplified UI for the question list on homepage
  • Admin portal improvements e.g. download questions, pin questions
  • Topic/subtopic scope for widgets to onboard HCSA
  • T-bills customisation for MAS to show the latest t-bills results
  • Caching of multiple endpoints to improve performance

• Onboarded ServiceSG agencies such as MSF and AIC
• Reduced average email volumes for ServiceSG agencies by 20% (MyLegacy and MCCY - Charities Unit)
• Onboarded 3 agencies: CPF, CAAS, Isomer
• Key feature releases:
  • Custom AskGov search to allow agencies’ to add it on their website
  • Improve embedded version of Ask a Question for agencies
  • Support public officers scope for internal AskGov
  • Update scraper for Mlaw, skillsfuture, iras

• Onboarded ServiceSG agencies such as People’s Association, MyLegacy, and MCCY - Charities Unit
• Reduced average email volumes for ServiceSG agencies by 20% (MyLegacy and MCCY - Charities Unit)
• Onboarded 7 other agencies such as Household Means Eligibility and MOE - OBS
• Scraped FAQs of big agencies such as HDB, ICA, MOM and 5 other agencies
• Top SEO results for most MOH and ICA questions to help citizens find answers easily
• Key feature releases:
  • Automated scraping to improve discoverability of their FAQs and keep their content updated
  • Expand search results content to return results from all .gov.sg websites (including non-FAQs content)
  • WizGov improvements to increase the modality of AskGov (onboarded WSG)
  • Released smart modal to divert 20% of submitted questions with related questions for all agencies
  • New analytics dashboard for agencies and more accurate tracking of user behaviour
  • Global-related questions to show questions from all agencies
  • Internal AskGov for agencies to use AskGov for internal use cases

• Onboarded NDP, HealthierSG, MUIS, and 14 other agencies
• Completed migration from AskGov 1.0 to 2.0
• Experiment with publishing workflow for HealthierSG
• Key feature releases:
  • “No wrong door” revamp on the homepage with global search to browse all questions and agencies
  • Question triaging for agencies
  • New email workflow with cc functionality
  • Automation of the publishing workflow
  • Improve search with auto-cut and better alpha parameters
  • Subtopics & subtopics management on admin portal
  • Trending search terms
  • Related questions on the question page
  • SEO improvements
  • Analytics dashboard

• Launched AskGov 2.0
• Onboarded first 31 agencies
• Key feature releases:
  • Search using semantic + keyword hybrid
  • Similar question suggestion
  • AskGov admin portal with basic functionalities
    • Edit published questions
    • Superadmin and normal admin access
  • Pinned questions
  • SEO improvements by adding sitemap, metatags, priority, page titles etc.
  • Upvote and downvote modal
  • “Can’t find an answer” banners
  • Data monitoring on Datadog and Google Analytics