Service navigation
Use official sources to explain eligibility steps and required documents, with clear limits and human assistance.
Sector intelligence
Government & public value
Judge the service by the citizen’s ability to complete the task.
Where to put AI to work
Practical opportunities to investigate. Results depend on your data, process and evaluation.
Internal operations
Retrieve administrative procedures and prepare drafts while retaining accountable review.
Public accountability
Build accessible challenge and correction routes alongside any service redesign.
What matters in this sector
Public value includes completing a service correctly, not only answering faster. Citizens need clear information, accessible routes and a person to handle exceptions. Start with a service owner and a trusted source of information that somebody is responsible for maintaining.
A sensible first test
Test a common information request with ordinary and difficult wording. Check whether the citizen reaches the right next step. Record outdated answers and unresolved requests; do not use website visits as the only measure.
Cases worth learning from
2024
National Bank of Greece
Read information from documents so staff do less copying and checking.
What happened and what to learn ↗
2 June 2025
UK Civil Service · Copilot
Test whether everyday writing and administration become easier for public employees.
What happened and what to learn ↗Measure
Task completion, repeat visits, incorrect guidance and results across user groups.
Watch
Digital exclusion, inaccessible appeals and treating a plausible answer as an official determination.
Make the first move concrete
One workflow. One baseline. One accountable owner.
Choose a repeatable task. Record its current performance and the failures that matter. Test on a controlled sample, compare with the existing process, and decide what evidence would justify extending the trial.
Compare your opportunities Read the documented case: mAigov ↗