What Does a Digital Ambassador Do?

The Role of the SG Digital Office

Today, many things in our daily lives, like paying bills, making appointments, or keeping in touch with loved ones, are now done on mobile phones. But not everyone knows how to use these tools yet. To support the adoption of digital skills, especially among seniors, the SG Digital Office (SDO) was started in June 2020 by the Infocomm Media Development Authority (IMDA).

One of our key programmes is called Seniors Go Digital. It helps older adults learn basic digital skills, step by step. The main aim of SG Digital Office is to help more people, especially seniors, learn how to use digital technology confidently. So far, more than 370,000 seniors have learned how to go online and use digital services through this programme.

Seniors can visit over 30 SG Digital Community Hubs located in selected Community Centres/Clubs and public libraries or find help at over 200 roving counters around Singapore. Friendly and patient trainers, called Digital Ambassadors, are there to guide you. In fact, they make learning easy, enjoyable, and suited to your pace.

Who Are Digital Ambassadors and What Do They Do?

Digital Ambassadors are trained to help others, especially seniors, learn how to use digital tools like smartphones and apps. They are friendly and patient, and they guide you step by step so you can feel more comfortable and confident using technology in the following areas:

• Set up and use smart devices
• Explore information online
• Communicate online
• Transact online
• Be safe, smart and kind online

Learn more about these digital skills at Digital Skills for Life.

Meet Betty Moh: A Digital Ambassador Making a Difference

Before becoming a Digital Ambassador, Betty Moh worked as a retail manager in the travel industry. Her previous role gave her invaluable experience in managing frontline staff and interacting with people of all backgrounds, which helped foster strong communication and interpersonal skills. But when the pandemic reshaped the travel landscape, she began searching for another path, one with purpose and community impact.

Joining the SG Digital Office as a Digital Ambassador felt like the perfect fit. “Helping build digital inclusivity is one of the most meaningful roles I’ve ever taken on,” Betty shared. “No one should be left behind in a smart nation. When seniors are digitally empowered, families are more connected, and communities are stronger.”

Her decision was deeply influenced by a heartfelt conversation with a senior community member who struggled with seemingly simple digital services like paying bills and making medical appointments. That one encounter opened her eyes to the barriers many seniors face and motivated her to help seniors navigate the digital world with confidence.

A Day in the Life of a Digital Ambassador

Each day, Betty starts by reviewing her schedule of appointments and preparing customised learning materials, such as:

• Printed step-by-step guidebooks
• Visual aids
• Demo phones and screen mirroring tools

She guides seniors through hands-on sessions at SG Digital Community Hubs or roving counters, focusing on practical, relevant digital skills such as learning to use e-wallets and setting up Singpass. Whether it’s teaching how to scan QR codes or send a photo on WhatsApp, the sessions are crafted with the learner’s needs and pace in mind.

A common worry among seniors is accidentally damaging their devices. Betty tackles this with calm reassurance: “It’s always about confidence, not ability,” she often reaffirms the seniors while explaining how their devices will not be damaged.

She helps seniors unpack the misconception that learning these digital skills is difficult, by making learning engaging and fun by using relatable examples from everyone’s daily lives: checking bus arrival times, paying bills, or messaging children/grandchildren. One especially memorable moment was when a senior finally scanned her first QR code and beamed with pride. “That joy and sense of achievement on her face was priceless,” Betty recalled.

What Digital Skills Can Be Learnt for Daily Convenience?

Through the Digital Skills for Life framework, Digital Ambassadors like Betty cover a wide array of topics:

• Basic Smartphone Use: navigating apps, managing settings
• Singpass and Government e-Services: such as accessing medical records
• Messaging and Video Calls: connecting with family and friends conveniently
• Digital Payments: using e-wallets, QR payments for PayNow/PayLah!, online shopping
• Online Safety and Scam Awareness: setting up 2FA, identifying phishing attempts and online fraud
• Other useful skills: managing phone storage, using health monitoring apps

These lessons are all about building confidence, independence and empowering seniors to incorporate the use of digital tools in their everyday tasks.

Heartfelt Stories of Digital Transformation

For Betty, each learner is a story waiting to unfold. One standout moment was helping a senior explore emojis and GIFs. Initially hesitant, the senior eventually sent her first expressive message to her grandchildren after some guidance and learning. Her grandchildren were delighted and praised her for being “cool” which brought immense joy. That moment reminded Betty how digital skills can create powerful, emotional connections and reinforced her passion for helping others feel confident and included in the digital world.

Another memorable encounter involved a senior who did not own a smartphone. Betty helped him obtain one through the Mobile Access for Seniors scheme and taught him how to use WhatsApp and Singpass. He now chats with his family, checks appointments online, and accesses his CPF account via Singpass. Watching his transformation from feeling fearful to confident in everyday digital tasks was incredibly fulfilling.

These stories may sound familiar, yet every single one is deeply heartwarming. Many seniors continue to visit just to say hello or learn about the latest online scam alerts. “It’s more than teaching tech,” Betty said. “It’s building trust and friendships.”

Challenges, Growth, and What Betty Learned in Return

Seniors often face real fear, of making mistakes, of unfamiliar terms used, or simply a lack of confidence and feeling “too old” to learn. Betty addresses this with patience and understanding. She adapts her methods: some learners need simplification, some need repetition, while others require visual aids or relatable examples. Her approach is always rooted in empathy.

But this role has also taught Betty something surprising yet meaningful. “I’ve learned about resilience and patience from them,” she said. “Many have lived through great challenges, and yet they still show up, determined to try. That inspires me every day.”

Empowering Singaporeans to thrive in a digital world

As we navigate the digital age, we must ensure that all segments of the society can benefit from and be uplifted by the use of technology. Programmes like Seniors Go Digital help the community, especially seniors, adopt digital skills and tools to enrich their lives. We encourage seniors to come talk with our Digital Ambassadors at the SG Digital Community Hubs or roving counters. There, our Digital Ambassadors can teach seniors how to use smartphones for day-to-day activities such as communicating online, transacting online, and staying safe online.

To all who feel hesitant: “Don’t be afraid. You’re never too old to be digitally smart,” Betty says. “You don’t have to do it alone. We will always be here to guide you.”

Whether you're 40 or 75, taking the first step toward digital learning is an achievement. Every small victory counts. Embrace it, enjoy it, and share it. The digital world isn’t just for the young; it’s for everyone.