Bridging Singapore's Digital Divide in Government Services

The COVID-19 crisis has accelerated already growing expectations of digital services and intensified the need for governments to digitally transform their services. Singapore is a high performer in this aspect—ranked fourth out of 36 countries assessed in BCG’s latest study of citizen satisfaction with digital government services. In this in-depth assessment, we explore and analyze societal perceptions around digital government service, to build an understanding of what is at the root of these perceptions.

Despite Singapore’s impressive overall achievements, our research reveals some important areas of improvement if Singapore is to build on its success to date. There is a clear digital divide between key demographics, notably between elderly and younger respondents, and those on the lowest and highest incomes.