Measuring Productivity Gains, Service Improvements and Risks from Generative AI Deployments across Public Service
Ministry of Digital Development and InformationSpeakers
Summary
This question concerns the principal use cases, agency adoption rates, and evaluation of productivity gains, service improvements, and risks from artificial intelligence (AI) across the Public Service, as asked by Mr Saktiandi Supaat. Minister Josephine Teo replied that nearly 70% of public officers regularly use AI tools to analyse information, prepare drafts, and process documents to improve operational workflows and service delivery. She explained that rather than tracking a simple count of deployed systems across varying agency maturity levels, success is measured by whether AI helps officers deliver more effective and efficient public services. All AI deployments must comply with Government-wide procurement, governance, and security requirements, incorporating human oversight and robust safeguards to manage associated risks. Additionally, the Government is actively training and upskilling public officers to ensure AI is applied confidently, effectively, and responsibly.
Transcript
75 Mr Saktiandi Supaat asked the Minister for Digital Development and Information (a) what are the principal use cases in which artificial intelligence is currently deployed across the Public Service; (b) how many public agencies have deployed generative AI systems in their operations; and (c) how the Government measures the productivity gains, service improvements and risks arising from such deployments.
Mrs Josephine Teo: My reply will address the Oral question raised by Mr Saktiandi Supaat in today's Order Paper, as well as his Written Question for the next Sitting, as they both relate to artificial intelligence (AI) in the Public Service.
The Public Service is progressively deploying AI to solve operational problems and improve public service delivery across a wide range of areas. Almost 70% of public officers use AI tools on a regular basis to analyse information, prepare drafts and support document processing. Agencies are also using AI to improve service delivery for citizens.
While adoption is broadening, the depth and maturity of AI adoption remain uneven across agencies. The current focus is on learning from practical deployment and experimentation, including where AI delivers the greatest value, how they affect work and teams, and what safeguards are needed to ensure responsible use.
Given the many ways AI can be deployed, whether through common platforms, embedded within larger digital services or adapted for agency-specific workflows, a simple count of AI systems would not provide a meaningful measure of progress. Instead, agencies assess the benefits, costs and risk of AI deployments, with success ultimately measured by whether AI helps officers work better and deliver more effective and efficient services to our citizens and businesses. As agencies continue to assess and refine their AI use cases, they do so within Government-wide requirements for procurement, governance and security.
Agencies must implement appropriate safeguards and human oversight for AI deployments and apply AI prudently to maximise benefits. At the same time, we are also training and upskilling public officers to use AI confidently, effectively and responsibly.