Faster, more personal, proactive: How generative AI is transforming digital government for citizens

Government and public sector agencies are already exploring the potential of generative AI in delivering more effective services from the inside. As AI technologies and practices mature, however, we’re likely to see more projects that transform the citizen experience. New research by McGuire Research Services for Avanade shows that 98% of government and public service organisations believe that citizens prefer to engage with them via new technologies like AI. At the same time, research from Accenture found that 53% of respondents find it frustrating to access public services. Something needs to happen. We believe that one technology agencies are looking to for help is AI to deploy public services that are safe, simple and secure. Through AI, agencies can deploy public safety resources more efficiently, respond faster to crises and transform the way they communicate. And this is just the start.

Take the everyday interactions citizens have with government agencies when, say, applying for a license or a permit, finding out information about specific services, or even completing an annual tax return. Darren Brown, Global Lead for Government & Public Service at Avanade believes that advanced chatbots could be a game changer here. “We’ll see chatbots that are able to respond in multiple languages and seek answers from a wider range of data sources, versus just one set of stock answers’ they suggest, as well as ‘chatbots that can handle complex enquiries and allow citizens to dictate responses and forms to be filled automatically through voice.’”

Instead of laboriously typing entries into a permit application or tax return, a chatbot may take you through a series of questions, then fill out the return using your answers. An AI assistant can check that all the relevant information has been provided and ask for more detail where needed – speeding up the process and reducing the risk of error and delay.

Similarly, generative AI could simplify complex processes, proactively identifying services that might apply to, say, someone facing a financial crisis, and supporting them through each application using the information they’ve already provided, reducing repetition and the chances of mistakes being made. States and cities are already working to bring such scenarios to life. Meanwhile, generative AI assistants, such as Microsoft Copilot, could help employees gather crucial data around a case, enabling them to respond to enquiries with greater accuracy at faster speeds. So, when they need an agency’s services, citizens will get the support they need without unnecessary stress.  

Other improvements may take place behind the scenes, but the effects will still be felt. “In North America” Jennyfer Hogeland, PMP for State and Local Government – Avanade, explains, “there is a strong focus on the use of generative AI for public safety and, in particular, traffic safety. For example, in traffic operations, AI can be used to process and interpret complex data to improve traffic pattern analysis, address bottlenecks and enhance overall traffic management.” The result? Smoother traffic flows with fewer hold-ups.

Generative AI could be particularly useful in the event of natural disasters or health crises.  The authorities in Indonesia are already using AI to identify outbreaks of disease from social media analysis and use the early warning to intervene with protective measures and targeted healthcare resources. Similarly, data on previous earthquake, fire or flood events can be combined with climate data and analytics to identify patterns of high risk, then focus intervention on the most vulnerable and seriously affected should a crisis hit.

As Brown notes, if governments and agencies “are able to access and analyse data quicker, they will be better enabled to make real-time recommendations and gain insights that can help them make better decisions.” What’s more, generative AI can produce targeted and personalised messaging at scale, giving each citizen tailored guidance to minimise the impact and stay safe.

Put it all together, and you have a revolution in public services, where citizens feel agencies are listening and actively supporting them, while those agencies are better equipped to do just that. Avanade can help make this a reality, with the tools and expertise to deliver Microsoft Copilots and AI solutions that redefine the citizen experience. To find out more, click here.