This is expected to have a significant impact on various departments and functions of the government, ranging from data-driven decision making, enhanced citizen engagement and access to services, to driving overall efficiencies across processes.
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“Gen AI holds significant promise for transforming the Government and Public Services (GPS) sector by automating tasks, enhancing policy analysis, and promoting transparency,” EY India said in a statement.
It added that Gen AI’s potential is poised to improve government service delivery, leading to greater efficiency and accessibility and that governments worldwide are integrating Gen AI to streamline administrative processes, improve decision-making with data-driven insights, and create agile, citizen-centric services.
The survey found that 61% of the GPS organisations believe that Gen AI will enhance the citizen experience and 67% believe that it will act as a catalyst to drive the innovation. Further, 30% of the organisations believe that it will increase the productivity while only 9% believe that it will bring job displacement due to automation.
At the same time, as many as 76% of the GPS organisations believe that the government should develop a regulatory framework.
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These organisations, however, also face challenges in adopting Gen AI. The major challenges are data privacy (48%), skill gap (36%), followed by a lack of unclear use cases (26%).Anurag Dua, partner and leader, public finance management, EY India, said, “Governments across the globe are leveraging Gen AI as a major driver for economic growth and job creation. Similarly, Indian government has identified AI as an important strategic technology and has also launched the National AI Strategy as well as other initiatives to promote AI adoption.”
Dua added that Gen AI enables smarter governance and fosters innovation in public service delivery, and that to maximise the benefits of Gen AI, “our talent needs to be skilled in new age technologies and continue our positional as a global leader for tech talent.”
