The future of government services in a digital and agentic world

There are moments in history when the right factors align to enable great strides in progress. This is one of those times for governments and public sector organizations. The rapid acceleration of digital technology, particularly AI and advent of the digital workforce, i.e. AI agents, presents an unprecedented opportunity to reimagine how public services are delivered. The private sector has paved the way for people to navigate their daily lives through seamless, personalized, efficient and on-demand interactions—whether managing finances, booking travel or accessing healthcare. AI has further heightened these expectations by powering everything from virtual assistants and personalized recommendations to automated decision making.

One of the things governments seek is to provide essential services to citizens and stakeholders that improve lives and build a foundation for a sustainable future. Whether responding to crises, expanding access to education or modernizing infrastructure, the public sector plays a crucial role in shaping communities and meeting the evolving needs of society. Yet delivering these services at scale, efficiently and equitably, is a constant challenge. One that is even more complicated due to the shrinking availability of skilled resources; “Organizations are increasingly challenged by the shrinking availability of skilled resources, particularly in areas such as AI, cybersecurity, and data analytics.”