At the recent World Economic Forum GovTech Day, Singapore’s Minister for Digital Development, Josephine Teo, advocated for the integration of AI agents in digital government services. This technology could serve as essential navigators for citizens who struggle with digital access, transforming how the government engages with its populace. Teo emphasized the importance of maintaining a “human touch” in these interactions, ensuring AI enhances rather than replaces personal support. Estonia’s Minister Erkki Keldo highlighted the effectiveness of interoperable digital infrastructure, demonstrating successful cross-border AI initiatives. As the role of civil servants evolves with AI, the focus turns to their capability to leverage technology responsibly. Teo noted that governments should approach AI implementation cautiously, ensuring public trust by starting with low-risk tasks. This strategic deployment of AI agents aims to enhance service delivery while preserving human interaction, ultimately fostering a more inclusive digital landscape for all citizens.
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