In this episode, we’re going to explore:
Why citizen experience is now the north star for government transformation,
How AI is being used to improve accessibility, responsiveness, and trust, and
What agencies can do right now to start their AI journey responsibly.
The new expectation
Citizens today expect their government to be as responsive as their favorite app.
They want fast, accurate answers — anytime, anywhere.
The problem?
Government systems weren’t built for that. Many are decades old, scattered across silos, and full of friction.
Here is where AI steps in. AI can help government deliver what I like to call “service at the speed of life.” That means anticipating citizen needs, responding instantly, and simplifying complex processes.
For example, when a citizen applies for a permit, pays a tax, or asks a question — they don’t care about which department owns what. They just want a clear answer and an easy experience.
AI gives governments the tools to provide that — by connecting data, automating routine tasks, and delivering personalized, human-like interactions 24/7.
How AI is transforming the citizen experience
Intelligent Virtual Agents.
These are more than just chatbots. They use natural language understanding to handle thousands of different questions — from “What’s my application status?” to “How do I renew my license?”
In Canada, for example, several departments are using AI agents to reduce wait times and free up human staff for more complex cases. In some cases, citizens get answers in seconds instead of waiting hours on hold.
Predictive and proactive services
Imagine a world where the government not only responds to citizens, but anticipates their needs. AI can analyze patterns to identify when someone might need help — like reminding a senior about a benefit renewal, or notifying a driver that their license is about to expire.
This is where AI can make government feel truly human — not by replacing empathy, but by enabling it at scale.
Accessibility
AI-powered translation, voice recognition, and text simplification tools are making government services more inclusive than ever before. Whether someone speaks a different language, has low vision, or struggles with complex forms — AI can bridge that gap.
When governments use AI this way, they’re not just improving efficiency — they’re building equity into the system.
Building trust and transparency
Governments can’t simply roll out AI and hope for the best. Citizen trust is everything. And if AI is seen as secretive or unfair, that trust can erode fast.
That’s why transparency is key. Citizens should know when they’re interacting with AI and understand how their data is used.
Explainable AI — systems that can describe how they make decisions — will be crucial for maintaining accountability.
Data privacy must be non-negotiable. Governments need strong governance frameworks that clearly define what data is collected, how it’s protected, and how it’s used to improve services — not to profile or exclude anyone.
AI should never be about replacing human judgment, but about enhancing it — giving public servants better tools to serve people with speed, empathy, and fairness.
Getting Started — A Playbook for Governments
Step 1 — Start with the citizen journey.
Don’t start with the tech. Start with the problem. Identify the biggest pain points for citizens — maybe it’s long call wait times, confusing forms, or inconsistent information. Then ask: how can AI help solve this problem?
Step 2 — Build small, scale fast.
Pilot AI in one service area. For example, an AI assistant for unemployment benefits or driver’s license renewals. Measure the results, get feedback, and scale from there.
Step 3 — Train and empower employees.
AI works best when public servants understand how to use it. Investing in digital literacy and AI training helps staff become partners in innovation, not victims of it.