Technology is transforming the way people engage with government. Artificial Intelligence (AI)-enabled technologies have the potential to help simplify public services and make them more accessible to citizens. According to the findings of our latest Publicis Sapient Digital Citizen Report 2024, Australians are more aware of the power of AI, and almost half of them are already using Generative AI (GenAI) tools regularly.

The research analysed customer expectations, experiences and perspectives of 5,061 participants across the country, and found that almost half (40%) of them have used GenAI at least once in the last 12 months. It is a massive rate of adoption for a newly emerged technology with ChatGPT setting a record for the fastest-growing user base, according to Reuters article. Some participants shared that if GenAI made communications and outcomes quicker and more efficient, they were more likely to be in favour of it.

The survey findings show that the government’s digital strategy is working, as 85% of Australians reported using an online service in the past 12 months. However, there are certain gaps that must be plugged for new technologies to flourish. Despite recognising the many potential benefits of AI, majority of Australians (94%) had concerns about the risks of AI in government services.

Some of the key concerns highlighted about engaging with AI include preference for speaking with a person (57%), data security and privacy issues (49%), and the potential of job losses (44%). Even so, 55% said they would support extensive usage of AI by the government, indicating that the benefits of technology surpass the risks. To illustrate, over three quarters (78%) saw at least one benefit of AI being deployed in government processes, including reduced wait times (44%) and 24-hour support (43%).

Support for AI usage was also especially high among the digitally literate, those in high-income households and those already satisfied with government services following a life event. This shows that socio-economic factors do play a role in technology adoption. For example, 28% of those in rural areas, 27% in lower-income households and 25% of those who had experienced mental health couldn’t identify a single benefit of AI – highlighting the conscious need to ensure they are included in digital roadmaps for the future.

To overcome these barriers, the Australian government can ensure stronger and more responsible AI implementation. In fact, the research shows that an overwhelming percentage of Australians would support this. A vast majority (92%) want to see government regulation for AI systems, and 88% want to have at least some transparency regarding AI and government services. Nearly half (46%) also said they wanted full transparency into the code behind the AI – and this went up among the most concerned groups, such as those with recent mental health struggles (52%) and those with precarious finances (56%).

This indicates there are some gaps in effective delivery of citizen-centric services. If the government defines clear pathways for improved citizen experiences and adopts clear and ethical standards for AI implementation, with transparent communication, it will help to allay public concerns, improve adoption, and ensure quicker potential benefits.