Improving the Citizen Experience with Generative AI

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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 telegram data 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 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.