Gartner predicts less than 25% of Government organisations will Have Generative AI-enabled citizen-facing services by 2027
Governments worldwide are exploring the potential of generative AI (GenAI) to improve citizen services, but according to Gartner, fewer than 25% will have implemented it for citizen-facing services by 2027.
The hesitation comes from concerns about public failure and a lack of trust in how governments use AI.
So what do they need to do to catch up with the private sector and reap the benefits?
Why is adoption slowing?
While many industries are already using GenAI, governments are more cautious. A global survey of over 2,400 technology leaders by Gartner found that only 25% of governments have deployed, or plan to deploy, GenAI in the next year.
Another 25% are looking at a two-year timeline. Right now, the focus is on building frameworks for experimenting with GenAI on a smaller scale.
Dean Lacheca, a VP Analyst at Gartner, said, “Governments have used AI technologies for years, but GenAI presents new risks that are slowing down adoption. Issues like AI producing inaccurate information and the lack of public trust are key challenges.”
He also emphasised that public expectations and a lack of empathy in service delivery could prevent widespread acceptance of GenAI for citizen services.
Taking a careful and considered approach
To address these challenges, Gartner advises governments to start using GenAI internally before rolling it out to the public. This would help avoid early mistakes that could damage public trust in AI-based services.
“The pace of adoption should match the government’s willingness to manage risk,” Lacheca explained. “By focusing on back-office uses first, governments can avoid risks in citizen-facing services until they’re ready.”
How governments can move faster
Governments can still speed up GenAI adoption by focusing on internal processes and services, where the risks are lower. This allows them to build experience and confidence with the technology before expanding its use.
Gartner recommends establishing clear and transparent guidelines to address risks such as inaccurate results, data privacy, and secure communications. These should be in place both before and after GenAI is implemented.
Another key suggestion is using empathy-centred design when developing AI solutions for citizens. This ensures that the services align with public expectations and are used in ways that respect the needs and concerns of the community.
Looking ahead
Here at Public Sector Marketing Institute, we have developed a Professional Diploma in AI for Public Sector Marketing to help develop early use cases among the communications teams.
