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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

3

1PM

1Engineer

1Design

jessendra-avatarziyang-avatarkevinalvarez-avatar

Cost Per Quarter

$439,580
Show breakdown

Growth

983K

Number of answers found

+31%
1.13M

Number of users

+1%
95

Total agencies onboarded

+10%
18,269

Total number of Q&As

+11%

Cost Effectiveness

$0.45

Cost per answer found

-13%

Satisfaction

3.62/5

CSAT

Initiative Level Metrics

5,673

Weekly support ticket count

-18%
19,962

Weekly engaged page views

+6%

Key Highlights

Q4 2024 Oct-Dec

  • Onboarded Elections Department, Parents Gateway, Toteboard, and 5 other agencies
  • Key feature releases:
    • Launched interactive guides to provide step-by-step instructions for Singpass’ top queries, leading to a reduction in related support tickets by 13%
    • Introduced customer satisfaction (CSAT) surveys across all agencies to gather actionable user feedback
    • Rolled out new designs to all agencies to ensure a consistent user experience
    • Improved AskGov widget to support Singpass launch by improving usability and performance
    • Ensured system stability for scrapers
    • Implemented new page designs for embedded pages for MSF and ActiveSG
    • Conducted a Vulnerability Assessment and Penetration Test (VAPT) and addressed identified vulnerabilities to enhance security and system resilience
    • Other minor system improvements

Q3 2024 Jul-Sep

  • Onboarded Corppass, SEAB, Customs, Comet, SGCourts, and other agencies
  • Key feature releases:
    • Revamped the homepage to make it more user-friendly - moved the topics panel to the left for easier navigation, improved the design for brand customization and scalability, added a scroll gradient, and increased focus on the search function
    • Enhanced the search feature with search animations and a pop-up search window to make finding answers more intuitive and engaging
    • Improved the “ask a question” page by increasing the exposure of related questions to encourage users to read them, adding FormSG submissions, and providing agency hotlines for direct communication
    • Updated the search model (from OpenAI to Cohere) to speed up response times
    • Cached frequently used data (topics, questions, shortcuts) to improve performance

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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