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

2Engineer

1Design

Cost Per Quarter

$384,893

Show breakdown

$180,681

Salary

$8,739

Infrastructure

$15,660

Security

$120,696

Corporate Overhead

$40,146

Equipment, Software & Office

$18,971

Others

Growth

749K

Number of answers found, measured by engaged question pageviews during the quarter

+16%

1.12M

Number of users during the quarter

+28%

86

Total agencies onboarded

+8%

16,488

Total number of Q&As

+16%

Cost Effectiveness

$0.51

Cost per answer found

+15%

Satisfaction

35

Citizens' NPS score (-100 to 100)

+5%

Initiative Level Metrics

6,641

Weekly support ticket count (with slight discrepancies due to migration on July 26th)

+2%

Key Highlights

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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