Meeting modern citizens' needs with AI-powered government services

As the demand for public services continues to grow, Australians now expect government agencies to deliver the same fast, seamless and efficient customer experience they receive from many companies in the private sector. However, this does not always happen, with many citizens finding themselves experiencing long wait times when pursuing services, repeatedly being disconnected from calls or unable to reach real government agents. When this occurs, trust between parties is diminished, and citizens’ lives are put on hold.

Recent Pega research revealed that nearly 60% of Australians agree quick issue resolution is the most important factor in good customer service. However, satisfaction drops significantly when people are forced to wait long periods for essential services or benefits. Government agencies must therefore optimise systems so that they quickly resolve issues in a digital-interaction-first manner — aligning with the modern citizen’s expectations.

Delivering the experience Australians expect

Simplicity, speed and convenience are the cornerstones of meeting expectations when interacting with government services. Australians want to easily access services they require, receive real-time updates on their requests and enjoy a seamless experience. Pega’s study indicated that Australians believe tools like online applications (47%) and automated updates (29%) would greatly enhance their interactions with government agencies.

This vision can be brought to life with the help of low-code platforms that enable agencies to create intuitive digital portals. These portals would empower citizens to apply for services, submit documents and track the status of their applications in real time. Automated notifications through email or SMS would keep citizens informed every step of the way, eliminating the need for manual follow-ups. By integrating self-service features with real-time updates, government services could be delivered more efficiently, reducing wait times significantly.

The goal should be to offer a frictionless, personalised service that empowers citizens to resolve their issues quickly and easily. Whether it’s applying for benefits, making a payment or simply requesting assistance, citizens shouldn’t have to deal with convoluted systems or long delays to access the services they are entitled to. Additionally, embedding smart compliance checks at the first point of contact can enhance both service satisfaction and administrative efficiency, creating a smoother experience from start to finish.

The AI support system needed to bolster government services

In the pursuit of simplicity, speed and convenience, artificial intelligence (AI) can be paramount to enhancing the way government agencies serve citizens. When AI is incorporated into customer service workflows, agencies can reduce wait times by providing faster responses that are personalised to directly address citizen requests.

AI-powered tools like chatbots, automated workflows and virtual assistants may provide immediate answers to common questions, reducing the need for citizens to wait on hold or navigate complicated forms. These tools can also guide citizens through multi-step processes, making self-service experiences more intuitive and less stressful.

Harnessing low-code platforms, governments can also improve internal operations by helping staff access relevant data quickly and efficiently. This enables employees to resolve issues faster, leading to improved productivity and faster, more accurate service delivery.

For example, solutions could automatically verify a citizen’s eligibility for a service using data already in the system, eliminating the need for manual verification or unnecessary paperwork. AI could also predict when a citizen might need further assistance and trigger proactive notifications or reminders, reducing delays.

Additionally, AI can support better policy development and decision-making. By analysing large volumes of data, it can reveal trends to government agencies, uncover service gaps and provide insights that help workers design more targeted, effective services. These technologies can also monitor service performance, ensuring continuous improvements in how services are delivered to the public — ultimately improving the experience for Australians.

Rebuilding trust with experiences that meet expectations

Trust is the foundation of any public service relationship. When government services are slow, complex or ineffective, public trust suffers. However, by embracing innovative technologies like AI and low-code platforms, agencies have the chance to rebuild that trust through faster, more efficient services that directly meet citizens’ needs.

Delivering services is about more than just ticking boxes — it’s about providing a citizen experience that is quick, responsive and, above all, reliable. Modernising systems and integrating new technologies allows governments to streamline their operations and show the public that their institutions are capable of delivering real, tangible improvements, faster.

The technology needed to drive this transformation is already available. AI, low-code platforms and other digital tools are well within reach of every government agency. The agencies that adopt these technologies will not only improve their operational efficiency, but also create lasting, meaningful change in the lives of Australians. By reshaping the way services are delivered, government institutions can make a real impact on how citizens interact with their government, ultimately leading to higher satisfaction, greater trust and deeper engagement.

Image credit: iStock.com/Julia Gomina