The Dawn of AI in Public Service

The integration of artificial intelligence (AI) into public administration represents a transformative shift that extends beyond mere efficiency improvements to fundamentally reimagining government–citizen relationships. This chapter examines how AI is revolutionising public service delivery through two primary functions: streamlining routine administrative tasks and enabling innovative solutions to complex governance challenges. Central to successful AI implementation is participatory governance, where citizens actively collaborate in designing and overseeing AI systems. Examples from Barcelona’s Decidim platform, Taiwan’s vTaiwan initiative, and Brazil’s participatory budgeting demonstrate how AI-enabled citizen engagement creates more responsive and equitable policy outcomes. However, the digital divide poses significant barriers to equitable AI access. Successful bridging strategies include India’s Common Service Centres, Kenya’s SMS-based AI chatbot Eva, and Estonia’s comprehensive digital literacy programmes. These initiatives highlight the importance of adapting AI technologies to diverse technological realities while building public trust through transparency and robust safeguards. The analysis concludes that AI’s transformative potential in the delivery of public services lies not in its technical capabilities alone but in its capacity to create more inclusive, transparent, and human-centred public services when implemented through collaborative, citizen-focused approaches.