Governments Embrace AI to Boost Efficiency, Citizen Services

The adoption of AI in government institutions is advancing with solutions that focus on automation, administrative efficiency, and citizen service. About 48% of public servants identify AI-driven digital transformation as the main driver of institutional change, according to the KPMG Global Tech Report 2024.

"While government organizations have not typically been as quick as other sectors to exploit new technologies, a shift is underway. Government and public sector are acting to give constituents the digital upgrades they expect," reads the study.

AI has established itself as a key driver of economic and social development. According to the World Economic Forum's Blueprint for Intelligent Economies study, its proper integration in the public sphere can optimize resources, reduce costs, and increase institutional transparency. Countries such as Brazil and the United States have begun to incorporate this technology systematically in courts, digital citizen services, and administrative management. These advances have encouraged other nations to explore practical applications of AI in government agencies.

"The development and ethical use of AI is key to transforming public sector operations and improving people's lives," says the World Economic Forum.

The versatility of AI lies in its ability to adapt to tasks based on data analysis. In the public sector, this includes legal processes, citizen processing, reporting, software development, and environmental management. Efficient implementation requires customized strategies according to the agency, with attention to principles of transparency, ethics, and accountability.

Uses Driving Adoption of AI 

The main uses of AI in the public sector include document summarization. Generative AI models make it possible to review and summarize large volumes of regulatory and legal information, facilitating the work of judicial bodies. These tools operate as legal assistants that speed up the resolution of cases, reducing time and procedural costs.

In citizen services, AI-based chatbots improve digital service by automating procedures such as license renewals, requests for certificates, and failure reports. The US government, for example, launched a chatbot that interacted with over 4,000 users in its first month, achieving a 78% satisfaction rate, according to USAGov data (2023).

Automated software generation is another application. Some agencies have incorporated Generative AI tools to update and maintain their IT systems without resorting to external providers. This measure makes it possible to maintain up-to-date technological infrastructures in a cost-effective manner.

In the administrative area, AI has been applied to automate recurring tasks in HR, accounting, and finance departments. This has freed up public servants' time for strategic activities and reduced errors arising from manual processes.

In the area of institutional communication, AI has improved the generation of government reports and content for social networks, web portals, and email campaigns. This automation facilitates compliance with accountability obligations and keeps citizens informed with accessible data.

The application of AI in smart city management has enabled governments to integrate analytics tools to track environmental, social, and governance (ESG) indicators. These solutions include measuring carbon footprints, meeting sustainability targets, and analyzing urban data.

In the legal field, non-generative AI has been adopted for automated document review, such as contracts and corporate minutes. These tools identify clauses, risks, and patterns with high accuracy, improving regulatory compliance and productivity. For example, Brazil's Supreme Federal Court (STF) developed the RAFA 2030 system to classify court cases with over 90% accuracy, in alignment with the UN Sustainable Development Goals (SDG).

However, the successful deployment of these technologies requires three essential conditions: constant human oversight, access to reliable data, and robust ethical frameworks, says KPMG. These elements are essential to avoid algorithmic biases, preserve data privacy, and ensure the functionality of the tools in complex institutional contexts.

KPMG anticipates that the use of AI in the public sector will continue to expand as governments establish regulations, standards, and technical capabilities that enable safe and effective integration. AI can represent a key instrument for government modernization, provided that its implementation is carried out under digital governance principles.