Digital governance took center stage at the inaugural World Economic Forum (WEF) GovTech Day in Kyiv, where Singapore’s Minister for Digital Development and Information, Josephine Teo, discussed the potential of artificial intelligence (AI) agents to assist citizens in navigating government services. Speaking alongside officials from Estonia and the United Arab Emirates (UAE), Teo emphasized that while tech-savvy individuals might find AI assistants convenient, these tools could serve as essential lifelines for the digitally excluded.
“AI agents could potentially help us enable this group of citizens to come on board the digitalisation journey,” Teo stated during the “From Digital to Agentic State: A New Paradigm for Governance” panel. She described these AI agents as “navigators” that could provide a “human touch” to government services, ensuring technology does not become a “chore” for those struggling with digital interfaces.
Teo noted that relying on human agents for such assistance would be costly and logistically challenging, further reinforcing the case for introducing AI in governance.
In discussing the transition from digital governance to an “agentic state,” both Teo and Estonia’s Minister of Economic Affairs and Industry, Erkki Keldo, highlighted the need for a robust and trusted digital infrastructure. Keldo pointed to Estonia’s interoperable digital public infrastructure (DPI) as a facilitator for cross-border collaborations involving agentic AI.
Teo described the rollout of AI agents as a “learning journey” and stressed the importance of governments gaining hands-on experience to build credibility in regulating this emerging technology. “As a government, if we ourselves are not using the agents and we do not know the difficulties of implementing these, I think we are less credible in terms of the regulations we would eventually have to put out,” she explained.
Minister Keldo emphasized that building public confidence is vital, noting that government employees must be skilled in technology applications and understand associated risks. The UAE’s Chief of Government Services, H.E. Mohamed Bin Taliah, echoed this sentiment, sharing that as AI handles more routine tasks, the roles of front-line officers are being reshaped. “We took these [frontline officers] and use them as our consultants into what citizens want because they’re the ones who have been engaging with the citizens for many years,” he said.
On the topic of tech sovereignty, which remains a contentious issue in Europe, Teo outlined Singapore’s approach as focusing on capability rather than mere ownership of technology. “Sovereignty comes through by being able to exercise the necessary controls when there is a demand for it,” she stated.
Teo also drew a parallel with the aviation industry, highlighting that while Singapore does not manufacture planes, it successfully manages its airspace and national airline, competing on service quality and reliability.
As governments consider implementing AI agents, Teo identified several key factors for effective deployment. Firstly, the presence of human officers is essential; a human “backstop” must remain available for citizens who prefer personal interaction. This ensures that technology supports rather than replaces the citizen’s agency.
Secondly, the strategic deployment of AI agents is crucial. Teo believes the value in using these agents lies in redirecting limited human resources toward citizens who need more personalized support, thus enhancing digital inclusion efforts.
Finally, she stressed the importance of public confidence in AI implementations, advocating for a risk-based approach that begins with low-risk tasks to familiarize citizens with the technology. “Citizens would want the assurance that you [the government] have looked at the risks,” she noted.
Closing the panel discussion, WEF’s Head of Europe and Eurasia, Andrew Caruana Galizia, remarked that an agentic state grounded in trust, transparent rules, and accountability could enhance the relationship between governments and their citizens. This, he suggested, would create a positive feedback loop that improves service delivery while safeguarding against the potential pitfalls of advanced technologies.
For further insights on Singapore’s digital government initiatives, click here.
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