Proportion and Reasons for Unanswered Outbound Calls from Government Agencies, and Measures to Improve Outreach to Residents Requiring Assistance

Ms Valerie Lee asked the Minister for Digital Development and Information (a) whether the Government tracks the proportion and reasons for unanswered outbound calls from Government agencies, including whether concerns about scams are a factor; and (b) what measures can be taken to improve the reachability of residents requiring assistance and to enable them to confidently identify and respond to legitimate Government communications.

Mrs Josephine Teo: The Government recognises that as members of the public become more vigilant against scams, particularly Government Official Impersonation Scams, some may be cautious about answering calls from unfamiliar numbers, including legitimate calls from Government agencies.

The Government does not centrally track the proportion of unanswered outbound calls across Government agencies or the reasons why such calls are unanswered. As previously shared at the Committee of Supply 2026, to help members of the public more readily recognise legitimate Government calls and answer these calls, Government agencies will make calls using numbers that start with a common Government prefix, and these calls will display a recognisable Government caller name. The Singapore Police Force will pilot the use of the common prefix later this year before we roll out these measures across Government. More details will be shared when ready.