Public administrations today are faced advertising data Artificial Intelligence with an increasingly pressing need: to offer citizens fast? efficient and intuitive digital services? in line with the experiences provided by the most common smartphone apps. However? digital transformation encounters significant obstacles? such as organizational silos? complex regulations and economic constraints. According to the research “The state of AI-powered transformation in government” conducted by ServiceNow ? 67% of public sector organizations believe they have made progress in aligning their digital strategies with government objectives? while 62% are focusing on improving the citizen experience. “To raise the bar of digital transformation? new approaches are needed? including interconnected IT systems? cloud innovations and generative AI? to accelerate time-to-value and revolutionize service delivery ?” says Amedeo Muro ? Sales Director ServiceNow Italy.
Security and Compliance: The Key Role of AI
Risk management? which includes both why people are wrong about business intelligence systems cybersecurity and regulatory compliance? is a crucial aspect for public administrations. The research shows that 88% of government leaders consider the alignment between digital strategy and public objectives essential to ensure effective service to citizens. “AI will not only help public administration leaders improve efficiency? but will also be essential for risk management thanks to tools such as automatic fraud detection ?” Muro emphasizes.
42% of industry leaders believe AI is the factor with the greatest impact on digital transformation? while migration to the cloud represents an opportunity to improve compliance and security? especially in light of new regulations on privacy and data protection.
Improving the Citizen Experience with Generative AI
The adoption of generative AI is revolutionizing the way citizens interact with the Public Administration. Over a third of local administrations that participated in the research (35%) consider the possibility of providing rapid and automated responses among the main advantages of new technologies. “Digital channels and generative AI are offering real-time responses to citizens ?” explains Muro. “Not only that? but the ability of AI to process large amounts of data will make digital services more effective and accessible . ”
Eliminating legacy systems and departmental silos is essential to improving the quality of public services. The adoption of advanced self-service tools is already leading to greater user satisfaction and significant savings in resources for administrations.
A new era for the PA
The future of PA passes through an b2b reviews increasingly integrated adoption of advanced technologies. The most far-sighted organizations are already using generative AI to improve services to citizens and support the work of public operators.
“ Large language models (LLMs) trained on domain-specific data are already helping governments respond quickly? by providing officials with information they need that may have previously been inaccessible? or by offering citizens direct access to data ?” concludes Muro.
The adoption of AI and cloud platforms is not just a matter of technological innovation? but represents a real cultural change for the Public Administration? which will increasingly have to guarantee intuitive? rapid and personalized digital experiences for the citizens of the future.