Public can still verify officer's identity directly with agencies despite SGDI streamlining: Jasmin Lau

Members of the public who wish to confirm that a public officer is indeed attempting to reach them should contact the relevant agency directly, said Senior Minister of State for Digital Development and Information Jasmin Lau.

She was responding to parliamentary questions raised by Louis Chua (Sengkang GRC) and Dennis Tan (Hougang SMC), who had asked how members of the public can corroborate the identity of an officer if in doubt of a communication.

Chua also asked how the public can access the contact information of a public officer for relevant and legitimate business.

The Singapore Government Directory (SGDI) was streamlined on July 1 this year to reduce the risk of scammers misusing government officers' names and contact details to carry out impersonation scams. 

Singapore recorded 3,363 cases of government official impersonation scam in 2025, more than double the 1,504 cases in 2024. 

Use official govt channels to verify such claims

In her reply, Lau, who is also Acting Minister for Manpower, told members of parliament that the public can make such verifications directly through the relevant government agency's official channels.

This, she said, includes its website or the Quality Service Manager (QSM).

"To facilitate this, QSM contact details have been made more prominent on SGDI, providing clearer avenues for the public to reach government agencies for inquiries and feedback."

As to how members of the public can reach a specific officer for relevant and legitimate business, the senior minister of state pointed out that can be done through the contact details provided in prior official correspondence with the agency.

She assured the public that government agencies will remain accessible even amid continued efforts to strengthen safeguards against impersonation scams.

Calls from government agencies will soon come with a common, easily recognisable prefixed number, with the police piloting the initiative later this year.

This was stated by Minister for Digital Development and Information Josephine Teo in a written reply to a parliamentary question by MP Shawn Loh (Jalan Besar GRC).

The first-term MP had asked whether the Ministry of Digital Development and Information would consider a protocol for all Government-initiated calls to begin with a process for the call recipient to verify the officer's identity.

In addition to using a common prefix, the Government is also working to tag its calls with a recognisable user name and adopt authentication protocols that reference international standards, Teo said.

Agencies expected to maintain service standards

The Sengkang GRC MP then asked Lau if response times would be affected given that QSMs are now expected to undertake a "much higher" volume of requests.

In her reply, Lau reiterated that protecting the public from impersonation scams require a whole-of-government effort.

"On response times, agencies will continue to direct the public enquiries that come through their official channels. 

"They are expected to maintain their existing service standards, including responses and escalation, where necessary," the senior minister of state said.

@asiaone Senior Minister of State for Digital Development and Information Jasmin Lau was responding to a parliamentary question about how the public can verify a government officer's identity following the streamlining of the Singapore Government Directory (SGDI). #sgnews #Singapore #Parliament #Scams #MDDI #SGDI ♬ original sound - AsiaOne

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