Artificial intelligence (AI) has the potential to revolutionize public service delivery, enabling governments to better meet the needs of individual citizens, freeing up time for civil servants and front-line staff, and putting data at the center of decision-making. In order to fully realize the benefits of AI in the public sector, it is essential that policymakers understand its capabilities and how they can be harnessed for the public good.
AI, along with related techniques such as machine learning (ML) and deep learning (DL), can be used to personalize the citizen experience by answering questions quickly and effectively through chatbots, providing personalized recommendations and information feeds, and tailoring services to individual needs. It can also be used to monitor services in real time through the analysis of data collected from sensors with ML techniques, to classify cases more effectively through ML-based classification, to predict outcomes more accurately through the use of large data sets and improved computing power, and to model complex systems through simulation techniques.
When it comes to applying AI in the public sector, there are several areas that stand out as particularly promising. These include healthcare, welfare, and energy and the environment, which have high feasibility and would have high impact. Other areas with high feasibility but lower impact include tax, pensions, and licensing. Transport, education, and foreign policy are areas with low feasibility but high impact, while housing, emergency services, and regulation are considered low-priority areas with both low feasibility and low impact.
In order to effectively harness the potential of AI in the public sector, policymakers must consider its capabilities and assess its impact and feasibility in the various domains of government delivery. By prioritizing the most promising areas and investing in those with the greatest potential for impact, governments can use AI to improve service delivery and better meet the needs of their citizens.
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