Citizen-service transformation.

AI Verify-aligned deployments. Multilingual by default. Accessible by requirement. Built for ministries, statutory boards and agencies across ASEAN.

The pressure

Why public-sector AI has to be different.

In the public sector, the user is everyone. The accuracy bar is higher, the failure cost is political, and the system has to work in four languages on the worst phone in the worst connection on day one of a policy launch.

Service demand spikes are unforgiving. Policy launches, tax season, eligibility deadlines — call volumes and form submissions ten times baseline. Manual triage breaks; the citizen experience breaks with it.

Multilingual is a requirement, not a feature. All four official languages on day one, plus the dialects citizens actually speak. Accessibility for the elderly, the visually impaired, and the digitally hesitant — designed in.

Trust costs more to lose than win. One hallucinated benefits answer in the press is the project’s last day. Grounding, citation, and a clear escalation path to a human are not optional.

Inter-agency data, single citizen. The citizen experiences one government. Inside, it’s twenty data systems with different consent models. Joining them up is a governance problem before it’s a technical one.

Where we ship

Use cases we’ve put into production.

Patterns deployed across ministries, statutory boards and agencies in ASEAN — built against AI Verify and the equivalent governance frameworks across the region.

01 / FEATURE

Multilingual citizen-service agents

Service queries, appointment booking, status checks, eligibility pre-screens — in all four official languages and the dialects citizens use. Human handover the moment policy interpretation is in scope.

02 / FEATURE

Document intelligence

Permits, claims, eligibility evidence and supporting documents — layout-aware extraction, field-level confidence, full audit trail from upload to decision.

03 / FEATURE

Case-officer co-pilots

Summarise the casefile, surface the policy reference, draft the standard response — the officer reviews, edits and signs. Cycle time falls; the human still owns the decision.

04 / FEATURE

Policy & regulation Q&A

Internal knowledge assistants for officers — grounded in the actual policy library, with citations to clause and version. Used by officers, not the public.

05 / FEATURE

Service-demand forecasting

Predict surges around policy launches, deadlines and benefit cycles. Staffing and channel decisions made before the queue forms, not after.

06 / FEATURE

Accessibility-first interfaces

Screen-reader friendly, voice-first where typing fails, plain-language by default. WCAG-aligned and tested with the communities the service is for.

Real-world example

Eight-week service surge, absorbed.

A statutory board faced a policy launch that historically tripled call volume for eight weeks. We deployed a multilingual voice and chat front line — grounded in the policy library, with structured escalation to officers — alongside a case-officer co-pilot for the cases that did escalate.

Before

Status quo

3× call volume during prior policy launches
Average wait 18 minutes; abandonment over 30%
Officers writing the same eligibility explanations dozens of times daily
No multilingual coverage on the first-line channel

After

Post-launch

First-contact resolution above 70% on the front line
Average wait under 4 minutes; abandonment under 8%
Officers focused on edge cases and policy interpretation
All four official languages live on day one

ASEAN statutory board · post-launch review

Solutions that fit

Where to start, by maturity.

Strategy & Governance → Set the AI portfolio direction and the governance operating model.

Voice AI — multilingual → Multilingual citizen-service voice agents in all four official languages.

Text & NLP — documents → Permits, claims, eligibility evidence with full audit trail.

Deploy — production SLA → Two to three engineers, full FORGE, monitoring and SLA-backed support.

Compliance & assurance

Frameworks we build against.

Public-sector AI is governed by the same frameworks the regulator publishes for everyone else — applied to itself with a higher evidence bar.

AI Verify alignment. All eleven IMDA governance principles instrumented into the lifecycle. Evidence pack maps to the AI Verify testing toolkit and the Model AI Governance Framework.

PDPA & data residency. Citizen data stays in-jurisdiction. Inter-agency sharing under explicit MOU and consent rules; tenant isolation by default; nothing leaves the agency perimeter without policy.

Accessibility & inclusion. WCAG-aligned interfaces, multilingual coverage at parity, plain-language standards — accessibility evidence reviewed alongside accuracy in every release.

Have a citizen-service surge coming?

Talk to our public-sector lead. We’ll bring a sample AI Verify evidence pack and a redacted reference architecture.

Talk to government lead 30 minutes · reply within 1 business day