2025年及以后的政府趋势：人工智能时代的个性化、以人为本的公民服务

GOVERNMENT TRENDZ TOWATCH IN 2025 & BEYOND: Personalized, Human-CentricCitizen Services in the Age of AI A TrendzOwlExecutive Brief GOVERNMENT TRENDZ TO WATCH IN 2025 & BEYOND:Personalized, Human-Centric Citizen Services in the Age of AI With the rapid pace of technological change, citizens all overthe world are concerned about the potential loss of empathetic,human-based interactions in their daily lives. As traditional As such, public sector leaders must prioritize the deployment ofempathetic human support by blending artificial intelligence (AI) TrendzOwl has identifiedthree interconnected &sequential themes related ADVANCING CAPABILITIESWhile the public sector has accelerated the shift toward the digitization of many public services, it needs to continue STRENGTHENING TRUST AND ENGAGEMENT Recent research shows that satisfaction with governmentservices and support interactions leads to higher levels of trust EMPATHETIC, HUMAN SUPPORT IS CRITICALLY IMPORTANTLeading Business Process Service providers are driving outcomes for public sector entities by fostering human-centricsupport at scale. As such, the human element is central to the GOVERNMENT TRENDZ TO WATCH IN 2025 & BEYOND:Personalized, Human-Centric Citizen Services in the Age of AI TRENDZ SPOTLIGHT Digitalization All across the world, citizens see increasing technologyadoption as instrumental in improving their lives.According to EY (previously Ernst & Young), globally,almost one-third of citizens (32%) rank increased use ofdigital technologies in the provision of public services asone of the top three priorities for governments to improve Globally, 32% of citizens rankincreased use of digital technologiesas one of the top three priorities for Prioritizing Privacy & SecurityAt the same time, it’s no surprise that, as EY notes, personal privacy and digital security are growing concernsacross the world: “As more people and devices areconnected, the volume and variety of data created, and HUMAN-DRIVEN SUPPORT The Need for Human Empathy of citizen satisfaction can beattributed to customer experiencessuch as empathy, meeting needs, Above all, when it comes to improving citizen support,research from Qualtrics is clear—“Looking at variablesin isolation, we find that 56% of satisfaction can beattributed to customer experiences such as empathy,meeting needs, responsiveness, relevance, fairness, levelof effort, etc. How customers evaluate these drivers ofexperience has a powerful influence on satisfaction with—and therefore trust in—government and the services --Qualtrics GOVERNMENT TRENDZ TO WATCH IN 2025 & BEYOND:Personalized, Human-Centric Citizen Services in the Age of AI $1.75 trillion estimated productivity valueexpected in government services In pursuit of this mission, technology will play animportant role augmenting human talent. By embeddingit with human agents, “Generative AI provides anunprecedented opportunity for governments around theworld to deliver public services with greater efficiency andimpact. The potential value is remarkable: BCG researchsuggests that the market for GenAI applications for thepublic sector will grow at more than 50% per year, with --BCG Research Even so, human beings will be the most significant part ofthe mix. As TP’s 2024 Global Insights Survey points out—“How do consumers feel about brands using GenerativeAI tools for support? The main consensus amongconsumers is that Gen AI tools need human oversight.Although there is much agreement on the benefits of Gen TRENDZ AROUND THE WORLD The United States: In the Midst of TransformationIn the United States, enhancing efficiency and improving services are stated aims of new AI-specific policies released by the White House.10Agencies are being encouragedto harness solutions that bring the best value to taxpayers while increasing the qualityof public services.11“GSAi,” a custom generative AI chatbot for the US General ServicesAdministration, is being rapidly integrated into governmental operations.12And while At the same time, in a massive marketwhere health and human services differacross fifty states, the District of Columbia,and U.S. territories, it’s instructive toconsider the consensus opinion of stateCIOs. The National Association of StateChief Information Officers (NASCIO), an At the forefront of these priorities is“Cybersecurity and Risk Management,”which has maintained its position as thetop priority for the twelfth consecutiveyear. This underscores the ongoing needfor robust security measures to safeguardgovernment systems against growing andevolving digital threats. Close behind, “AI,Machine Learning, and Robotic Process GOVERNMENT TRENDZ TO WATCH IN 2025 & BEYOND:Personalized, Human-Centric Citizen Services in the Age of AI Europe: Looking to Make ServicesMore Human Asia Pacific: Positioning for Gen ZAs with other regions, challenges and opportunities for the citizen experience abound across Asia Pacific. Inone region-specific