Leveraging AI to Enhance Citizen Services in Government Agencies

Nowadays, AI is being used in citizen services to make them faster, easier, and more accurate for people. It helps with tasks like form processing, public safety, and fraud detection. 

The US is a tech-savvy nation! The country started exploring AI technology as early as the 1980s. In 1985, the Social Security Administration signed the first official AI-related contract. 

However, AI was still new back then! The technology wasn’t advanced enough for practical use in citizen services.

But things started to change in the 2010s. This period saw:

• Better internet systems
• Faster computers
• More ways to store and manage data

Such an environment supported a technology as advanced as AI. As a result, government departments began using it to offer superior citizen services. By 2019, the U.S. even officially made AI a “national priority”. 

This latest technology is now helping the government in the following ways:

• AI handles routine work like sorting documents or answering questions
• It reduces mistakes by removing human error in repetitive tasks.
• AI in government leads to faster decision-making as it can process vast amounts of information in seconds.
  

These efforts are significantly improving citizen services. Due to AI in government, citizens can now expect more reliable digital services from government offices. 

Do you want to know specific use cases of AI in public services? In this article, let’s understand in detail how government agencies are using AI to make citizen services better. 

The Growing Use of AI in Government Operations

The US wants to become a global leader in using AI. It aims to improve how the government works and delivers citizen services. To do this, the country is planning to use AI more deeply within its Digital Public Infrastructure (DPI).

This plan includes three main steps:

By 2030, the US expects that adopting AI in this way may contribute to a 14.5% increase in US GDP. This will amount to trillions of dollars in economic value and will create:

• New business opportunities

• Boost productivity

Additionally, studies show that AI could boost US GDP growth by up to 0.4 percentage points annually (starting around 2027). It will also offer productivity gains of 1.5 percentage points per year over a decade.

7 Use-Cases of AI in Government

By the end of 2025, the AI market size in the US is projected to reach nearly $74 billion. And, by 2031, it is expected to reach a whopping $310 billion through new business and improved citizen services.

Also, AI investments could represent up to 4% of US GDP in the longer term. Encouraged by these stats, the government is now prioritising the use of AI in public services. Let’s see how:

1. AI-Powered Chatbots for Public Support

Governments are using AI chatbots and virtual assistants to answer citizens’ questions anytime. These tools work in multiple languages. 

For example, 

• Say someone has a question about a government scheme or needs help filling out a form.
• Now, users can speak to these chatbots for government services instead of visiting an office. 

New York City has already partnered with IBM’s Watson to enhance its 311 customer management system. This allows the council to offer faster and more accurate responses to citizen inquiries. 

Even you, as a business owner, can use these chatbots for government services to quickly find out about:

• Tax filings
• Permits
• Other government processes

2. Automation of Government Processes

AI in government is being used to automate tasks such as:

• Checking documents
• Processing tax returns
• Sending subsidies

This means that instead of a government employee reviewing each file, AI systems can scan and verify documents based on set rules. For example, 

• Say a farmer applies for a subsidy.
• Now, they do not need to wait for manual checks.
• That’s because the AI system can approve and release the amount faster

Recently, the US Department of Veterans Affairs used AI tools to automate claims sorting and review. This usage reduced processing time from 10 days to 0.5 days.  

Similarly, business tax filings that used to involve long queues and paperwork are now processed online. In this way, AI in government boosts citizen services by:

• Removing delays
• Reducing the chances of human mistakes
• Allowing business owners like you to get faster approvals (without needing middlemen).

3. Predictive Analytics for Policy Making

Nowadays, governments are using AI to study large amounts of data. This allows them to:

• Understand/ predict problems before they happen 

• Devise better public policies 

Let’s see how AI in government works in different sectors and enhances citizen services:

4. Smart Cities and Infrastructure

The US is using AI to manage problems in cities like:

• Traffic jams
• Power usage
• Public safety

This significantly enhances citizen services. AI is now also helping traffic departments to control signals based on real-time vehicle flow. This reduces waiting time and improves road movement. Additionally, AI cameras with facial recognition are helping to:

• Track crowds 

• Find suspects during events or emergencies

Also, these systems quickly match faces with police records to support investigations. For you as a business owner, it leads to safer public areas and better transport routes. All of this supports your day-to-day business operations in urban settings.

5. Personalised Citizen Services

AI in government allows authorities to offer more personalised citizen services by studying patterns in citizen data, such as:

• Income level
• Age
• Location
• Previous interactions.

Instead of waiting for people to ask for help, AI allows agencies to identify who might need a service and then reach out directly. For example, 

• Say someone’s income drops.
• Now, an AI system used by a “local housing authority” could detect this.
• It automatically checks if the person qualifies for a housing program. 
• If they do, the system sends them an alert or message with relevant information.

These efforts lead to proactive eligibility identification and outreach. It significantly improves citizen services. 

6. Citizen Engagement via Multilingual Apps

Nowadays, AI-based apps are helping people understand government schemes and complete online tasks. These apps are making services more accessible to:

• Non-English speakers 

• Those with disabilities

Additionally, the government is now using conversational AI. It enhances citizen services by helping users to:

• Fill out forms
• Book official appointments
• Ask for help online

7. Fraud Detection and Security in Public Services

AI in government is getting used to stop fraud in areas like:

• Tax filing
• Welfare payments
• Subsidy transfers

These systems scan large sets of data to find patterns that suggest cheating or misuse. For example, 

• Say someone tries to claim the same subsidy twice or uses fake documents.
• Now, the AI tool can flag it immediately. 
• This keeps public money from being wasted. 

This is highly important because governments worldwide lose a major portion of their money to fraud every year. Studies estimate this loss to be between $233 billion and $521 billion globally. By using AI in public services, they hope to stop this loss and enhance citizen services.

Want to Use AI in Your Business? Let Atidiv Do It For You!

Studies show that the AI market size is expected to grow at an impressive CAGR of 19.20% between 2025–2034. Currently, most US startups are building products that use AI, particularly in key sectors like:

• Healthcare
• Education
• Financial technology (fintech)

These products are now being used by government agencies to enhance citizen services. Additionally, private businesses are using them to automate tasks, boost productivity, and reduce costs. 

So, have you started using AI yet? Atidiv, a CX specialist, uses AI to help businesses grow. We offer these services:

• Real-time analytics
• Content moderation
• Automation of finance workflows
• Digital Marketing
• Improved customer interactions

Also, we at Atidiv establish Virtual Delivery Centers (powered by AI). These centers provide 24/7 support and accelerate project timelines. This lets you save up to 60% on operational costs!

Partner with Atidiv today! Let your team focus on what truly drives business success.

FAQs On Citizen Service​

1. How is AI in government improving public services in the US?

By using AI, the government automates several tasks like:

• Document verification
• Tax filing
• Subsidy distribution

It also supports 24/7 citizen support through chatbots for government services (that are available in multiple languages). This makes citizen services easier to access for everyone.

2. Can AI in public services reduce fraud?

Yes. AI systems can analyse data patterns to detect fake claims or suspicious activity (particularly in areas like welfare distribution and tax filings). 

This allows the government to enhance citizen services by:

• Preventing misuse of funds
• Protecting taxpayer money
• Ensuring that benefits reach the right people

3. What role does AI play in smart cities and urban planning?

Nowadays, government agencies are using AI in:

• Traffic control
• Waste management
• Public safety

For example, smart cameras are being used to manage crowds or detect crimes. In urban planning, AI allows the authorities to make better decisions by analysing data on population, transport, and energy usage.

4. I’m spending too much on ads. Can AI improve my ROI?

By using AI, you, as a business owner, can analyse:

• User behaviour 

• Ad performance

Based on the insights gained, try targeting the right audience with the right message. Also, use AI to adjust campaigns in real-time. This improves conversions and allows you to get better returns on every advertising rupee spent.

5. How secure is AI-driven content moderation for my platform?

Leading agencies like Atidiv, use AI tools that constantly scan and filter user content based on your guidelines. This keeps:

• Your platform safe
• Your brand protected
• Your users comfortable 

Additionally, by outsourcing to Atidiv, there is no need to hire and manage large moderation teams. Our experts can easily catch harmful, offensive, or fake content.