Denise Phua, Member of Parliament for Jalan Besar GRC, advocates for Singaporeans who lack literacy or digital skills. She calls on the government to address the needs of this transitional generation, who are not digital natives, and to better support them.
During a recent Parliament sitting in January, Ms Phua, who is also the Mayor of Central Singapore District, raised several questions about citizens who may face difficulties accessing government digital services.
She told Petir that she is speaking on behalf of elderly residents who are illiterate and/or non-digitally savvy, many of whom live in ageing estates.
“In my Central District where I serve as Mayor, and Kampong Glam Division and Jalan Besar GRC where I serve as MP, there are rapidly ageing estates. I empathise with those who either disclose their confidential personal information, including SingPass, or pay others to submit online queries on their behalf.”
While thankful for the Ministry of Digital Development and Information’s policy of ‘digital first, but not digital only’, Ms Phua strongly believes the whole government can implement this policy more consistently.
“I believe in the need to digitalise and in the government agencies’ empathy towards those less technologically savvy,” she continued.
Ms Phua shared that she encounters residents weekly at her Meet-the-People’s session who need additional assistance accessing government digital services. “It can be frustrating when residents receive responses directing them to email or access portals, even after voicing their challenges,” she added.
Hence, she called on the government to form an inter-agency group to address the needs of this transitional generation who are not digital natives.
“The government should consider an integrated whole-of-government initiative to provide safe, reliable, and more accessible support channels for the illiterate and non-digitally savvy, beyond the SG Volunteer Centres,” she said. “One example is providing printing options at local Community Clubs so eligible seniors can access the use of CDC vouchers.”
In a recent Parliament sitting, Ms Phua inquired how the Legal Aid Bureau has made provisions to offer non-digital access for applicants who may be illiterate, have low income, or lack digital proficiency.
Minister of State for Law Murali Pillai responded that the Legal Aid Bureau provides in-person services at the Ministry’s service centre. The staff there can assist those who are illiterate, not digitally savvy, or speak languages other than English.
Ms Phua highlighted the need to better communicate such information to the ground. She pointed out that often, even after appealing for legal assistance or advice for residents who are not tech-savvy, elderly, or not proficient in English, she received template replies directing them to online portals.
“So, if there are already services available, we can actually communicate a lot better,” she added.
Ms Phua also inquired about making the services and information on the Government Disbursement Schemes website accessible to residents who are illiterate or lack digital skills.
In response, Second Minister for Finance Chee Hong Tat said that in line with the “digital-first but not digital-only” approach, Singaporeans requiring assistance can visit any of the nine ServiceSG centres or community centres/clubs.
Ms Phua also expressed concern about such residents’ ability to access immigration services. She inquired about the measures the Immigration and Checkpoints Authority (ICA) has implemented to provide non-digital access for applications related to Singapore Citizenship, Permanent Residence, or Long-Term Visit Pass.
She told Petir that she was aware of illiterate residents who had paid writers money to submit applications on their behalf, despite their limited financial means.
Minister for Home Affairs K Shanmugam acknowledged that online submission is the default method for immigration applications, as it offers convenience to applicants. However, he said that individuals requiring assistance can approach officers at the ICA service centre, where they will receive support in submitting their applications online.
Additionally, Ms Phua inquired about the measures taken by the Central Provident Fund Board to accommodate members who are illiterate or lack digital literacy. She specifically mentioned non-digital access for tasks such as cash top-ups, CPF transfers, and appeals regarding eligibility for the Silver Support Scheme.
