The emergence of generative AI over the past 18 months has revealed the increasingly dynamic nature of human interaction with technology and data. Looking forward, within the next few years the advent of ever-more human-tech tools and capabilities will bring major changes to government services built on new ways to access and utilize data, the expanding capabilities of AI, the potential of spatial computing, and the use of human interfaces to better understand human behaviors. Here are the four key human-tech trends encapsulating the rapid evolution we see Gen AI bringing to government services.
A Match Made In AI
The first trend is about the changing nature of interactions with data, illustrated by the widespread emergence of generative AI chatbots. Chatbots are no longer just retrieving data; they are now synthesizing information. According to a survey conducted by Accenture, 88 percent of public service executives agree that the way we interact with data will change, shifting from traditional search methods to asking questions and receiving direct advice and answers. In fact, many government agencies are now shifting from AI-powered chatbots to generative AI chatbots.
This shift has significant implications for the public sector beyond more advanced chatbots. It can transform how constituents access information and services. For example, Spain’s Ministry of Justice is developing an AI-powered search engine that gives judges, prosecutors, defense lawyers, and citizens a quick and efficient way to find information buried within complex documents. To fully leverage the potential of generative AI, government agencies must digitize processes and migrate data to a centralized location. Agencies that rely on legacy and paper-based systems will miss out on these opportunities.
Meet My Agent
The second trend is growing recognition that the expanding capabilities of AI must be governed by human oversight. According to the survey, 91 percent of public service executives agree that AI is moving from assisting users to acting independently. This shift creates opportunities for AI agents to collaborate with each other and accomplish more, but it also raises challenges for humans to manage.
Blind trust in AI outputs can lead to misinformation and bias. In the public sector, where trust and transparency are essential, human oversight and accountability are crucial. The U.S. Department of Defense has developed a prototype AI bot that can write contracts to reduce administrative burden, but human review is always necessary to ensure responsible AI use.
We see the beginning of a major upturn in training public sector workforces to oversee and interpret AI-driven decisions and to understand the technology’s capabilities as well as its limitations. Public service organizations must develop high-level capabilities to ensure that AI is providing equitable, accurate, and secure information and services.
The Space We Need
The growth of spatial computing and its impact on transforming government operations is another trend. Spatial computing combines digital and physical realities to provide realistic alternatives or enhancements to in-person experiences. For public services, it offers options for more realistic and effective training. It presents opportunities to embed real-time data throughout real-world operations. From digital twins for city planning to augmented reality goggles for rescue and safety personnel to VR-based training, like the Accenture Virtual Experience Solution (AVENUES) for social service caseworkers, spatial computing is emerging to vastly improve government workforce experience, efficacy, and safety.
Our Bodies Electronic
A fourth trend is the growing use of human interfaces, such as eye-tracking, biometrics, and brain-computer interfaces, to better understand human behaviors and intentions. While these technologies have the potential to provide enhanced security and more seamless identification processes, they also raise concerns around trust, privacy, and surveillance. Public service organizations play a critical role in developing responsible guidelines around technology. Chile, for example, was the first country to pass a constitutional amendment to extend human rights to include neurorights. Government leaders will need to help address growing issues around trust and technology misuse to ensure that “human interfaces” avoid harmful impacts and deliver real benefits.
Reshaping Service Delivery and Ways of Working
Technology advancements tied to AI and human-technology interfaces are going to reshape public service delivery and ways of working. Public sector organizations have an increasingly powerful array of technologies at their disposal to help serve their customers and support their workforces. The immediate future will see the top innovators in public sector operations prioritizing human-centric design principles to harness advanced technologies in improving the quality, equity, trust and security of government services.
Anita Puri is global lead for Accenture Public Service and Bryan Rich is Accenture Health & Public Service lead for data and AI.