Public services have historically been delivered in a reactive mode, with departments receiving requests and servicing them in a linear and transactional fashion. But recent efforts to digitise government have improved efficiency and outcomes. Furthermore, the adoption of AI technologies has created an opportunity for government to shift from a reactive to a proactive model.
To explore the current understanding and application of AI across government, PublicTechnology and our sister publication, Civil Service World, partnered with Salesforce to research awareness and use of AI within government—nearly 300 civil servants of all grades participating in the study. Our research reveals the implementation of AI initiatives and the top priorities and challenges in effectively executing AI. The research also explores the necessary pillars to build a strong AI foundation.
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