Thomas Karthaus, Country Manager of Southeast Asia and Greater China, Qualtrics, says by investing in employee experience, APAC public sector leaders can unlock resilience, productivity and trust to deliver better outcomes for communities.
Government agencies have opportunities in 2025 to optimise resource allocation, adapt to workforce dynamics and meet evolving communication preferences. These areas can drive improvements in service delivery, citizen engagement and employee satisfaction. While citizen-centric goals often take centre stage, the employee experience (EX) in agencies plays a critical role.
The EX landscape within Singapore’s government agencies is increasingly defined by formalised flexible work arrangements and strong digital maturity that includes the widespread adoption of AI tools. This momentum is further strengthened by the refreshed National AI Strategy (NAIS 2.0), which channels investment into AI excellence to tackle global challenges and empower widespread adoption. While entry-level pay is competitive and public service offers a strong sense of purpose, challenges still persist: career progression follows a structured timeline, which can be perceived as slow and burnout remains a concern.
That said, progressive government agencies are proving change is possible. Through smart investments in EX programmes and solutions, agencies are able to do much more than add to already high levels of survey fatigue. They have systems and processes that link to systems of action, giving leaders the ability to have real impact faster than ever before. These agencies aren’t just meeting challenges head-on, they are driving productivity and building resilience in real time by acting on insights that were often hidden in reports and bar graphs.
The state of EX in public sector organisations
Public sector roles come with their own unique set of challenges. Employees engaging directly with the public often bear the brunt of high-pressure environments, limited resources and more recently, accelerated demands for Digital Transformation.
Key 2025 trends among government employees highlight where progress is urgently needed and where opportunities lie:
- Falling retention rates: Intent-to-stay metrics among government employees continue to decline globally. This reflects mounting difficulties in retaining talent amid increased demands.
- Engagement disparities: While engagement scores are stable, employee wellbeing risks lagging behind. Governments must recognise that workplace wellbeing goes far beyond free morning tea and annual leave policies.
- Trust deficit in leadership: According to research from Qualtrics, only 53% of public sector employees trust in leadership’s competence or integrity, which drops to 41% when it comes to benevolence. Without this trust, employees are less inclined to exceed expectations or adapt to change willingly.
- Demand for flexibility: Public sector staff, like their counterparts in the private sector, increasingly value flexibility to meet the demands of modern life whether that’s flexibility around working hours, place of work or approach to work.
These trends paint a clear picture. Public sector employers find themselves at a crucial inflection point. Treading water isn’t enough. To retain talent, address burnout and deliver top-tier outcomes to citizens and communities, a focus on acting on what employees in the public sector are telling their leadership is critical.
Lessons from leading government agencies
Forward-thinking public sector organisations are investing in innovative EX strategies to tackle these challenges. Drawing on real-time employee data, strengthening communication pathways and implementing long-term tools are proving foundational to their success. These strategies include:
- Empowering decision-making through voice:
Leading agencies involve employees in problem-solving through surveys and two-way communication, ensuring all voices are heard. According to the 2025 EX Trends Report from Qualtrics, employees across Asia-Pacific and Japan (APJ) have shown a significant increase in understanding how to report unethical practices, underscoring the growing importance of transparency and inclusivity in fostering a culture of trust.
- Resilience through streamlined processes:
Excess bureaucracy and inefficiencies are thorny aspects of public sector work. However, agencies that focus on continually improving operational workflows are observing benefits in both productivity and employee motivation. Streamlined processes enable workforces to adapt more easily to organisational changes, enhancing engagement and reducing performance friction.
- Investing in employee wellbeing beyond policy:
Improving flexibility isn’t just about working from home, although governments are still finding where the balance lies. Agencies strengthening wellbeing programmes are taking a comprehensive approach by combining access to mental health resources, employee appreciation initiatives and flexibility, all tailored to each department’s unique needs.
- Digital and AI integration that works for employees:
AI tools should improve work processes, not replace workers. Leading agencies use AI to automate tasks. Employees across the APJ region report higher AI openness than the global average, freeing up time for higher-value work.
Why investing in employee experience matters now more than ever
The long-term impacts of improved EX in the public sector go far beyond internal metrics. When employees feel engaged, supported and valued, this directly enhances their ability to deliver better outcomes for the communities they serve. Tailoring approaches to the unique needs and challenges of each country while prioritising effective communication, training and responsive, inclusive workplace cultures is key to improving employee satisfaction and retention across the APJ region.
Critical outcomes tied to enhanced EX strategies include:
- Higher retention rates and lower cost of recruitment
Retaining skilled employees preserves institutional knowledge, reduces recruitment spending and minimises disruption to services.
- Stronger community trust
Citizens’ perceptions of government agencies often begin with direct employee interaction. A frustrated, burnt-out public servant cannot provide the exceptional service communities expect.
- Agility in the face of future challenges
Engaged and resilient employees are better prepared to adapt to new challenges in a rapidly evolving world. Trust in leadership improves and teams become more willing to innovate rather than resist change.
Building a workforce for the future
Public sector leaders know the unique challenges they face, but staying ahead requires challenging the status quo. By creating positive, meaningful employee experiences now, they can ensure their organisations remain resilient, innovative and trusted by the communities they serve well into the future.
