The future of public service

The public sector stands at the cusp of a transformative era. The integration of advanced AI is not just a trend but a fundamental shift that can revolutionize how governments give citizens secure access to customized, personal experiences. It can also change how public services are developed, delivered and ultimately how governments can foster public trust. Here, we explore four key trends from our annual Technology Vision 2025 report that are set to reshape the public sector, and discuss the foundational tenets needed to be successful.

1. The binary big bang: AI agents reshaping public service delivery

AI agents are poised to become the backbone of public service delivery, streamlining administrative tasks and enhancing citizen engagement. These intelligent systems can provide real-time insights, automate routine processes and offer personalized support. Over one-third of public service executives expect a significant increase in AI agent use over the next three years. From simplifying tax filings to making healthcare enrollment more accessible, AI agents are reducing bureaucratic inefficiencies. By embedding AI agents, agencies have an opportunity to refresh role descriptions, enhance operating models and identify where the workforce can transform and enhance the citizen experience.

2. Your face, in the future: Personified AI enhancing citizen experience

The future of public service is not just about efficiency—it's about creating meaningful and empathetic interactions. Personified AI is making this a reality by providing personalized virtual assistants that guide citizens through complex processes. These AI agents can offer step-by-step guidance, answer questions and even provide emotional support. It will take a new skilled workforce to manage AI agents and ensure they are bias free in their interactions and decision-making.  Interestingly, 99% of public service executives believe it’s crucial to establish or maintain a consistent personality for AI agents that interact with customers, ensuring a seamless and trustworthy experience.

3. When LLMs get their bodies: Robotics in government service

The integration of large language models with robotics is ushering in a new era of public sector operations. Intelligent, adaptable robots can automate hazardous and resource-intensive tasks, from infrastructure maintenance and “smart” warehousing to hazardous material handling and emergency response. This not only reduces risks to human workers but also increases operational efficiency. With 67% of executives seeing the potential of these intelligent, adaptable robots, the future of government service can be more automated and efficient.  Navigating the use of advanced technology through tech diplomacy courses will be essential for leaders to ensure safe practices.

4. The new learning loop: AI and human collaboration in government workforces

The public sector is moving beyond mere automation to a new era of AI-human collaboration. AI is transforming the work of government by enabling employees to automate workflows, analyze citizen feedback and co-create solutions. 96% of public service executives expect employee tasks to shift toward innovation in the next three years. To ensure this transition is smooth, upskilling and reskilling programs are essential. These programs will help employees to see AI as an enhancer of their capabilities, fostering a culture of innovation and experimentation.

Building a foundation of trust

The future looks bright in the scenarios we outlined above. However, the success of AI in the public sector hinges on a foundation of trust. In fact, 73% of public service executives believe that the true benefits of AI are contingent on this trust. Robust data protection, transparency and ethical considerations are non-negotiable.

Core to building trust is responsible governance and ensuring it’s a cornerstone of successful AI integration. Governance frameworks must ensure that AI systems are accurate, unbiased and aligned with societal values. This includes rigorous testing, validation and continuous monitoring. Proactive public dialogue is also crucial to build awareness and understanding of AI-powered services, ensuring that citizens are informed and engaged. By implementing rigorous testing and validation processes and engaging in proactive public dialogue, trust can be nurtured so that these initiatives can thrive.

Trust and building a culture that can embrace new technologies and ways of working is critical among public service workforces. Upskilling and reskilling programs are essential to prepare the public sector workforce for AI integration. These programs should foster a culture of innovation and experimentation, where employees see AI as a tool to enhance their capabilities rather than a threat. Providing clear guidelines and protocols for human-AI collaboration will ensure that the workforce is well-prepared for the future.

The public sector is at a pivotal moment, poised to mobilize these four technology trends to enhance service efficiency, improve citizen and worker experiences and foster public trust. By focusing on trust, responsible governance and workforce readiness, public service organizations can ensure that AI not only transforms public sector operations but also strengthens the bond between government and the citizens it serves.