Gartner, Inc. predicts that by 2027, fewer than a quarter of government bodies will offer AI-powered services directly to citizens. The reluctance stems from concerns over potential public backlash and skepticism toward government utilization of this technology.
In the wake of the pandemic, governments, like many other sectors, have been exploring the potential benefits and drawbacks of AI. Gartner’s survey of over 2,400 CIOs and tech executives revealed that only a quarter of governments have implemented or plan to implement AI within the next year. Another 25% aim to do so within the following two years. Initially, the focus has been on establishing governance structures to guide experimentation and gradual adoption.
Dean Lacheca, VP Analyst at Gartner, highlights the apprehension surrounding AI adoption, particularly regarding its potential to produce errors or misinterpretations without traditional oversight. Moreover, concerns about the technology’s ability to deliver services empathetically and meet community expectations may hinder its acceptance.
To address these challenges, Gartner advises governments to cautiously integrate AI solutions internally before venturing into citizen-facing applications. Lacheca stresses the importance of aligning the pace of adoption with risk tolerance to prevent early setbacks from undermining public trust. Back-office applications are expected to progress faster than those directly involving citizens.
Gartner suggests that governments accelerate AI adoption by prioritizing internal functions, minimizing perceived risks associated with public services, and enhancing expertise in AI implementation. Establishing transparent governance frameworks and addressing risks related to citizen services, such as data privacy and accuracy, are crucial steps.
Furthermore, adopting a human-centered design approach ensures that AI solutions align with community expectations, emphasizing empathy in service delivery. This strategy aims to maintain public confidence in the appropriate use of AI for citizen interaction.