OGP Products

AskGov

AskGov is a Q&A platform that allows members of the public to ask questions and receive answers from government agencies.

SINCE 2023

Active

Product screenshot

Product Overview

Team Members

4

1PM

1⅔Engineer

1Design

Cost Per Quarter

$288,088

Show breakdown

$140,327

Salary

$8,232

Infrastructure

$98,338

Corporate Overhead

$28,807

Equipment, Software & Office

$12,384

Others

Growth

644K

No. of answers found (engaged question pageviews)

+29%

877K

Users (during this period)

+46%

80

Agencies onboarded

+10%

14,196

No. of Q&As on AskGov

+2%

Cost Effectiveness

$0.45

Cost per engaged question view (updated Q1 from total pageviews to engaged pageviews)

-38%

Satisfaction

28

Citizens NPS score (-100 to 100)

+27%

Key Highlights

Q2 2024 Apr-Jun

Onboarded Singpass, Gov.sg, NDP2024, MAS, CPF, and 5 other agencies
Key feature releases:
- Introduced Quick Links on Singpass to increase the number of users who land on a Q&A page by 27%
- Customisation for Singpass onboarding e.g. routing to multiple emails, design changes, remove acknowledgement email
- Simplified UI for the question list on homepage
- Admin portal improvements e.g. download questions, pin questions
- Topic/subtopic scope for widgets to onboard HCSA
- T-bills customisation for MAS to show the latest t-bills results
- Caching of multiple endpoints to improve performance

Q1 2024 Jan-Mar

Onboarded ServiceSG agencies such as MSF and AIC
Reduced average email volumes for ServiceSG agencies by 20% (MyLegacy and MCCY - Charities Unit)
Onboarded 3 agencies: CPF, CAAS, Isomer
Key feature releases:
- Custom AskGov search to allow agencies’ to add it on their website
- Improve embedded version of Ask a Question for agencies
- Support public officers scope for internal AskGov
- Update scraper for Mlaw, skillsfuture, iras

Q4 2023 Oct-Dec

Onboarded ServiceSG agencies such as People’s Association, MyLegacy, and MCCY - Charities Unit
Reduced average email volumes for ServiceSG agencies by 20% (MyLegacy and MCCY - Charities Unit)
Onboarded 7 other agencies such as Household Means Eligibility and MOE - OBS
Scraped FAQs of big agencies such as HDB, ICA, MOM and 5 other agencies
Top SEO results for most MOH and ICA questions to help citizens find answers easily
Key feature releases:
- Automated scraping to improve discoverability of their FAQs and keep their content updated
- Expand search results content to return results from all .gov.sg websites (including non-FAQs content)
- WizGov improvements to increase the modality of AskGov (onboarded WSG)
- Released smart modal to divert 20% of submitted questions with related questions for all agencies
- New analytics dashboard for agencies and more accurate tracking of user behaviour
- Global-related questions to show questions from all agencies
- Internal AskGov for agencies to use AskGov for internal use cases

Q3 2023 Jul-Sep

Onboarded NDP, HealthierSG, MUIS, and 14 other agencies
Completed migration from AskGov 1.0 to 2.0
Experiment with publishing workflow for HealthierSG
Key feature releases:
- “No wrong door” revamp on the homepage with global search to browse all questions and agencies
- Question triaging for agencies
- New email workflow with cc functionality
- Automation of the publishing workflow
- Improve search with auto-cut and better alpha parameters
- Subtopics & subtopics management on admin portal
- Trending search terms
- Related questions on the question page
- SEO improvements
- Analytics dashboard

Q2 2023 Apr-Jun

Launched AskGov 2.0
Onboarded first 31 agencies
Key feature releases:
- Search using semantic + keyword hybrid
- Similar question suggestion
- AskGov admin portal with basic functionalities
  - Edit published questions
  - Superadmin and normal admin access
- Pinned questions
- SEO improvements by adding sitemap, metatags, priority, page titles etc.
- Upvote and downvote modal
- “Can’t find an answer” banners
- Data monitoring on Datadog and Google Analytics

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©2023 Open Government Products

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