With Singapore entering a new era of leadership following the 2025 elections, longstanding national ambitions like Smart Nation 2.0 are set to regain momentum. Renewing the focus on this initiative comes at a critical moment, as both conversations and spending around technologies like artificial intelligence and digital infrastructures also continue to amplify.
Data from the market research firm Forrester has already projected Singapore’s 2025 technology spend to reach SGD 25.5 billion, marking a 5.6% year-on-year increase. Most Singaporeans will see this growth in their day-to-day lives too. Digital platforms are becoming increasingly embedded in daily life – from cashless payments to e-government services that are changing how people work, move, and interact with each other.
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The nation’s commitment to innovation is clear, and Singaporeans are getting a first-hand look at this digital-first future. Yet, a pressing question remains: Are we designing one that everyone can participate in?
A Smart Nation should be an inclusive nation
By 2030, 1 in 4 Singaporeans will be aged 65 and above. These numbers from the Ministry of Health have already prompted several projects, from the establishment of the Ministerial Committee on Ageing to the more recent Seniors Go Digital programme that made strides in training the older generation with basic digital skills.
Significant moves have been made to better equip seniors with the necessary knowledge and proficiencies surrounding technology. However, barriers persist. A higher level of fear and hesitancy has been reported among those over 60, for instance. According to the Infocomm Media Development Authority in 2023, less than half (45%) are willing to try new technologies, compared to 65% among those aged 15 to 59. A similar number (44%) was observed when it came to their confidence levels in spotting scams made via messaging platforms.
Physical barriers add another layer to the challenges that seniors grapple with. A 2023 study from the Singapore University of Social Sciences had respondents cite problems with vision, cognitive ability, and hearing, hindering their use of the internet.
Given these concerns with digital literacy, trust levels, and even physical health, accommodations must be made to ensure accessibility and usability for Singapore’s non-digital natives. Here is where the principles of inclusive design come in as an approach that prioritises the diverse needs of users from the outset, rather than treating accessibility as an afterthought.
At the heart of inclusive design should be values like empathy and human-centricity. This starts with understanding a community’s needs and real-world pain points, using these lived experiences as ways to bridge the gap between the technology and the user. Organisations that embrace this mindset will foster better trust and digital confidence among their users, while also ensuring that their technologies are designed for long-term and large-scale accessibility.
Building digital confidence for more Singaporeans
In the case of senior citizens, solutions like simplified processes and accessible interfaces are some strong places to start. Our work with the Agency for Integrated Care exemplified a few of these design principles, resulting in technology that became a tool for empowerment rather than exclusion.
We established a robust digital marketplace for the agency as an enhancement of the current Senior Mobility Fund. This improved access to healthcare products, devices, and services by allowing seniors and their caregivers to easily procure what they needed from approved suppliers or manage their subsidy funds.
When designing digital experiences like this, a one-size-fits-all approach rarely works, especially when it involves niche communities. It is an ongoing commitment that must take into account the groups who will be using the solutions, while also integrating the following philosophies: designing for scalability and building with modularity.
Designing for scalability means building systems that can grow with time, whether that’s in terms of onboarding more users or user groups, adding services, or integrating complex functionalities without compromising performance and usability. By following this practice, digital solutions can start small and meet immediate needs, before expanding organically as both user demand and confidence grow. This flexibility is particularly important in sectors that must cater to populations with more complex needs, such as senior citizens.
Meanwhile, modularity complements scalability by allowing individual components of any technological infrastructure to be updated, added to, or adapted independently. When segments can move as parts of a whole, there is no need to rebuild systems from scratch whenever changes need to be implemented. This makes it easier to optimise and personalise experiences for groups like seniors, whose needs can vary widely from visual or hearing impairments to mobility and cognitive challenges. Modular systems offer the agility to adapt solutions so that they remain useful, intuitive, and inclusive, while still maintaining consistency and unity across the entire system.
Of course, thoughtful design on its own is not always enough. Even the best infrastructures can fall short if they aren’t built with the audiences that they are meant to serve. Co-designing solutions with real users will help establish a final product that reflects actual experiences rather than pure assumptions or research. It will uncover key concerns early on, leading to more intuitive interfaces, clearer workflows, and eventually, higher adoption rates.
Equally important is what happens after the design stage is complete, which is user onboarding and training. There is a need to invest in equipping users with the knowledge and skills necessary to navigate new systems and maximise their functionalities. In particular, seniors and their caregivers may require support that’s a level above that granted to digital natives. Guided learning, workshops, one-on-one tutorials, or even printed guides can assist them with learning at their own pace, ultimately empowering them with the confidence to engage with something new.
When done right, technology can shift from daunting to easily accessible. And with this increased access comes another critical need: evolution. Digital inclusion projects must be designed to evolve with user needs, adapting as technologies, societies, and the realities of older adults change. What this means is building feedback loops that actively listen to seniors’ concerns, measuring and monitoring outcomes beyond initial adoption, and making sure that services remain physically and cognitively approachable as needs and trends also shift.
Embracing these practices allows for the advancement of multiple national and institutional goals at once. The communities that stand to benefit the most experience true inclusion when their needs are meaningfully addressed by human-centric technology. At the same time, institutions future-proof their services while continuing to deliver value to the people who use them. Most importantly, they can seamlessly align with the broader vision of Smart Nation 2.0, anchored in growth, community, and trust.
Progress should include everyone
Smart Nation 2.0 cannot succeed if key communities are left behind. As Singapore renews its ambitions for a digital-first future, its key players must remember that real progress isn’t measured by technological advancements alone, but by how well it uplifts its population.
By prioritising empathy, inclusive design, and sustained support for underserved groups like our ageing population, both public and private institutions can ensure that our digital future is both innovative and genuinely inclusive.
The journey toward a Smart Nation is a collective one. And only by lifting up our most vulnerable can we move forward together, as a society that is stronger, more resilient, and more connected.
The article titled “Building a Smart Nation for All” was authored by Birendra Balakrishnan, Chief Revenue Officer and Co-Founder, Vertis
About the author
Biren is a digital powerhouse, deeply versed in the capabilities of major platforms, and committed to driving innovation in the ever-evolving digital landscape.
At the Vertis helm, Biren is committed to driving innovation and strategic excellence within the organisation. With his broad experience in the creative and infotech industries, he brings a blend of strategic thinking, an entrepreneurial approach, and outstanding technical expertise.
Leading Asia Solution Engineering teams for Sitecore, Biren showcased expertise in steering technical teams, creating effective solutions, and engaging clients at a strategic level. As an expert Solution Engineer for Adobe, he delivered high-level technical solutions and insights.
A serial entrepreneur, Biren has founded and managed multiple ventures, showcasing an ability to navigate the complexities of startups and scale them into thriving businesses.
Beyond corporate achievements, Biren has won a prestigious Cannes Lion Award and actively participates in the Interactive Advertising Bureau (IAB), staying at the forefront of industry trends and best practices.