New AI-powered OneService Chatbot for easy reporting of municipal issues

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New AI-powered OneService Chatbot for easy reporting of municipal issues

2.             As part of the National Artificial Intelligence (AI) Strategy, the Municipal Services Office (MSO) and the Smart Nation and Digital Government Group (SNDGG) have launched the AI-powered OneService Chatbot on WhatsApp and Telegram.


3.             The OneService Chatbot allows residents to easily report municipal issues on the go via WhatsApp and Telegram. Residents can start a conversation with the Chatbot by texting “Hi” to +65 9821 9004 (WhatsApp) or @OneServiceSG Bot (Telegram), or use the weblinks and QR codes to connect with the Chatbot (Annex A (pdf - 65kb)). Residents are encouraged to add the Chatbot to their contacts list, for easier reference when needed.


Bringing more convenience to residents through AI


4.             The National AI Strategy describes the Government’s ambition and plans to develop and deploy scalable, impactful AI solutions to benefit citizens and businesses. The OneService Chatbot is a project under the National AI Strategy that supports ongoing improvements in the responsiveness of municipal service delivery.


5.             To make it even more convenient and accessible for residents to report feedback on municipal issues, the Chatbot is hosted on commonly-used social messaging platforms (currently WhatsApp and Telegram). This is the same service philosophy behind the OneService Lite QR-enabled reporting channel, which allows residents to simply scan QR codes at several locations to submit their feedback without having to first download the OneService App.


6.             Currently, members of the public can provide feedback on municipal issues using the OneService App. Users lodge a case by selecting from a list of issues to provide feedback on, and fill in information fields such as date, time and location, in a structured manner. In contrast, the Chatbot, built on GovTech’s VICA platform, utilises AI to predict the nature of the feedback being reported based on a user’s initial simple description. Therefore, the user is not required to classify the feedback into predetermined categories at the outset. Residents who are unable to fit their feedback into existing OneService App reporting categories can use the Chatbot to make a report instead.


7.              The Chatbot guides the residents to provide the relevant information, in real-time conversational manner, to ensure that the feedback is comprehensively logged. The feedback will be automatically routed to the agency-in-charge of the issue based on text, geo-location and images submitted by the resident.[1] Screenshots of the Chatbot interface can be found in Annex B (pdf - 1.8mb).


8.             Prior to this “beta” launch, MSO and GovTech conducted user trials involving 450 participants. The participants generally found the Chatbot easy to use and accurate at identifying the crux of the municipal issue being surfaced. MSO and GovTech have refined the Chatbot based on this and other useful feedback. For example, adjusting the text exchanges for clarity, and retraining the AI model to improve accuracy of predictions.


Chatbot Personality Design Competition


9.             As part of this “beta” launch, MSO will also be holding a Chatbot design competition to determine the “personality” of the OneService Chatbot. Participants will submit an artwork of an avatar / character, with an accompanying write-up about the avatar / character (e.g. personality, quirks). The winning entry will be awarded $600 worth of shopping vouchers and will have their submission adopted as the “personality” of the Chatbot. We look forward to receiving ideas from residents on the type of Chatbot personality that they would like to see and interact with. The competition is open to all residents.


10.          Further details on the submission requirements and application process can be found at Annex C (pdf - 37kb).




Issued by: Municipal Services Office and SNDGG

15 Jul 2021


Media Contacts:


Ms Tricia Yeo

Assistant Director (Strategic Communications)

HP: 9125 0670



Mr Cristiano Peswani

Manager, Public and International Communications

HP: 9674 5524



Ms Alexa LIM

Manager, Communications and Integrated Marketing

HP: 8338 4373


About the Municipal Services Office


The Municipal Services Office (MSO) works closely with 10 agencies and 17 Town Councils to improve feedback response time and resolve complex issues more effectively. MSO’s mission is to enhance the delivery of municipal services and infrastructure; enhance the citizen-centric and continuous improvement mindset across partner agencies; and promote community partnership and civic responsibility.


OneService refers to a community of agencies, Town Councils and citizens working together to address municipal matters and improve the living environment for all. Residents can download the OneService App, a convenient one-stop community platform to report feedback on municipal matters without having to find out which agency is in charge, as well as to inform, engage and transact. Residents can also use the complementary OneService Chatbot and OneService Lite services to submit feedback on municipal matters.


About the Smart Nation and Digital Government Group


The Smart Nation and Digital Government Group (SNDGG) was set up under the Singapore Prime Minister’s Office in May 2017, to drive and coordinate Smart Nation and digitalisation efforts across the Singapore Government.


SNDGG is made up of the Smart Nation and Digital Government Office (SNDGO), which plans and prioritises key Strategic National Projects, drives the digital transformation of government, builds long-term ICT capabilities for the public sector, and promotes adoption and participation from the public and industry, to take a collective approach in building a Smart Nation. SNDGG also comprises the Government Technology Agency (GovTech), as the implementing agency of SNDGO.

For more information, please visit


About the Government Technology Agency 


The Government Technology Agency (GovTech) is the lead agency driving Singapore’s Smart Nation initiative and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government’s capabilities in Data Science & Artificial Intelligence, Application Development, Sensors & IoT, Digital Infrastructure, and Cybersecurity. 


GovTech supports public agencies to manage enterprise IT operations and develop new digital products for citizens and businesses. GovTech is the public sector lead for cybersecurity, and oversees key government ICT infrastructure, as well as regulates ICT procurement, data protection and security in the public sector. GovTech is a Statutory Board under the Smart Nation and Digital Government Group (SNDGG) in the Prime Minister’s Office. 


For more information, please visit GovTech on Facebook / Twitter / Instagram / Linkedin @GovTechSG. 


About VICA - Virtual Intelligent Chat Assistant


VICA (Virtual Intelligent Chat Assistant) is GovTech’s next-generation Virtual Assistant platform. It leverages natural language processing engines, machine learning and artificial intelligence to learn and understand conversations to improve virtual and phone interactions citizens and businesses have with Singapore government agencies.


For more information, please visit

[1] For cases where the nature of feedback cannot be accurately predicted by the AI, residents will be given the option to speak to a live agent to submit the case (during office hours).

Last updated on 27 Jul 2021