Two-thirds of public sector bodies using Gen AI: Capgemini report
The public sector is rapidly embracing the power of artificial intelligence (AI) to enhance public service delivery. A recent report by the Capgemini Research Institute, titled “Data Foundations for Government: From AI Ambition to Execution,” reveals that two-thirds of public sector organizations are already exploring or actively using generative AI (Gen AI) to improve the efficiency and effectiveness of their services.
Gen AI, also known as agentive AI, has the ability to perform tasks that typically require human intelligence, such as decision-making, problem-solving, and creativity. The technology has the potential to revolutionize the way public sector organizations operate, allowing them to respond more quickly and effectively to the needs of citizens.
According to the report, many public sector organizations are already using Gen AI to automate routine tasks, analyze large datasets, and provide personalized services to citizens. For example, Gen AI is being used to:
- Automate customer service chatbots, allowing citizens to quickly and easily access information and resolve issues.
- Analyze large datasets to identify trends and patterns, and inform evidence-based decision-making.
- Provide personalized recommendations and services to citizens, such as job training and education programs.
The report also notes that many public sector organizations are preparing to adopt agentic AI in the near future. In fact, the report finds that nine in ten public sector organizations plan to adopt agentic AI within the next three years.
The adoption of Gen AI is driven by a range of factors, including the need to improve the efficiency and effectiveness of public services, the need to reduce costs and improve productivity, and the need to stay ahead of the competition.
The report highlights the importance of data foundations in enabling the effective adoption of Gen AI. Data foundations refer to the underlying infrastructure and processes that support the collection, management, and analysis of data. The report finds that many public sector organizations are struggling to build strong data foundations, which is hindering their ability to effectively adopt Gen AI.
To address this challenge, the report recommends that public sector organizations prioritize the development of strong data foundations, including the establishment of clear data governance policies, the implementation of data quality and integrity measures, and the development of data analytics capabilities.
The report also highlights the importance of human-centered design in the development and implementation of Gen AI-powered public services. Human-centered design involves putting the needs and perspectives of citizens at the heart of the design process, and ensuring that public services are designed to be user-friendly, accessible, and effective.
In conclusion, the adoption of Gen AI is transforming the public sector, enabling organizations to improve the efficiency and effectiveness of public service delivery, and providing citizens with better access to information and services. However, the successful adoption of Gen AI requires strong data foundations and a human-centered design approach. Public sector organizations that prioritize these aspects are likely to reap the greatest benefits from the technology.
Source:
