# Leveraging New Artificial Intelligence Technologies in e-Government Services

- Date: 2023-05-09
- Who: Josephine Teo · Melvin Yong Yik Chye
- Source: https://sprs.parl.gov.sg/search/#/sprs3topic?reportid=written-answer-13437
- sgai: https://sgai.md/debates/written-answer-13437/
- License: sgai-authored content (summaries, translations, analysis) is CC BY 4.0 — attribute and link to sgai.md. Verbatim source text (Hansard, speeches, transcripts, policy documents) remains © its original rights holders and is reproduced for reference only. Terms: https://github.com/meltflake/sgai/blob/main/DATA-LICENSE.md

## Why it matters

This question occurred in May 2023, when Singapore had no formal guidelines for generative AI in government applications; the government chose pilot schemes first and gradual rollout, setting a cautious tone for subsequent governance frameworks

## Summary

An MP asked how the Public Service plans to use new AI technologies such as ChatGPT in e-government services and whether they will replace existing chatbots. The government replied that AI is already used in multiple digital services and that new technology can lift quality and efficiency, but accuracy and reliability must come first; usage guidance will be developed to safeguard accountability and data security. The core debate: balancing safety with usefulness in deployment.

## Key points

- AI already used across government services
- New tech lifts service quality
- Emphasises accuracy and security

## Full text

© Parliament of Singapore — reproduced for reference only.

6 Mr Melvin Yong Yik Chye asked the Prime Minister (a) how does the Public Service intend to leverage new artificial intelligence technologies, such as ChatGPT, in e-Government services; and (b) whether such tools will augment and replace existing chatbot services to provide a better user experience for citizens.

Mrs Josephine Teo (for the Prime Minister) : The Government has integrated artificial intelligence (AI) in digital services, such as chatbots on Government websites, the OneService Chatbot for reporting municipal issues through social messaging platforms, and the SG Translate Together web portal.

Recent developments in AI technologies, such as those powering Chat Generative Pre-trained Transformer, can help the Government improve the quality of e-services, for example, through better customised responses by chatbots to public queries. We must, however, ensure the accuracy and reliability of responses before such service enhancements can be deployed for public use. This will require a period of experimentation and testing.

There are other ways in which the public can benefit from the use of such technologies within the Government, for example, through more efficient research and analysis of complex issues. The Public Service has, therefore, introduced guidelines for public officers when using such technologies, to clarify accountability and safeguard data security.