Participants begin by stepping into the current service design in government, public sector service experience as it is actually delivered — not as intended. Through end-to-end journey mapping, they explore how users move through government services, where friction emerges, and how emotions, behaviours, and trust shift across touchpoints in customer experience in the public sector.

This segment goes beyond surface-level pain points. Participants uncover what is happening behind the scenes, including processes, policies, handoffs, and decision points, to understand why public sector service deliverybehaves the way it does. The focus is on building a shared, grounded view of the current system from both citizen-centric policy design and organisational perspectives.

With a clearer understanding of system challenges, participants shift into redesign within the context of digital transformation of public services. They reframe the core service challenge based on user needs, organisational constraints, and strategic intent, identifying what truly needs to change in how to improve government services.

Participants then explore future service possibilities aligned with digital government Singapore ambitions, designing improved journeys that integrate human support, AI in public service, and hybrid interactions. This includes defining how users should experience the service end-to-end, and what a better, more trusted system could look like in practice using principles of human-centred AI and responsible AI in government.

This final segment brings together service design government practice and AI governance framework thinking, empowering participants to reimagine services not just as workflows, but as experiences shaped by purpose, interaction, infrastructure, and intent.

Participants prototype a future-state AI-enabled service blueprint, integrating empathy, ethics, and decision-making aligned with AI governance in public sector contexts. They explore the role of AI in service delivery, including human in the loop design, and clarify which decisions remain human-led versus AI-supported.

Through guided provocations, participants develop blueprints that are not only future-ready, but aligned to AI adoption in government, operational feasibility, and citizen trust, ensuring services are both digitally enabled and human-first.