In an era marked by increasing skepticism and mistrust in public institutions, innovative solutions to restore faith in government have never been more needed. As trust continues to erode, particularly concerning critical issues such as health care, immigration, climate change and the broader economy, a powerful yet underexplored tool emerges: artificial intelligence (AI).
While the technology has been enthusiastically adopted in fields such as science and law, its potential to revolutionize governance and rebuild public trust remains largely untapped. Yet it has the potential to transform the landscape of political representation and public administration at the local, provincial or state, and federal levels.
The deterioration of trust in government is a global phenomenon with far-reaching implications. According to the Edelman Trust Barometer, only 50 percent of people worldwide trust their government, and the tally is even lower in many developed countries. A study by the Pew Research Center found that only 20 percent of Americans trust the government in Washington to do what is right “just about always” or “most of the time.”
Citizens everywhere increasingly view their elected officials and public institutions with suspicion, believing decisions are made to serve special interests rather than the common good. This leads to decreased civic engagement, increased polarization and a general sense of disillusionment with the political process.
Several factors contribute to this crisis of trust:
- lack of transparency in how decisions are made;
- perceived inefficiency and bureaucratic red tape;
- inconsistent or unclear communication of policies and their rationales;
- inability to effectively address complex, long-term challenges; and
- scandals and instances of corruption or misuse of power.
With its capacity to process vast amounts of data, identify patterns and generate insights, AI has the potential to transform how governments operate and interact with citizens. The following are several areas where AI could play a crucial role in restoring trust.
Enhanced Transparency and Accountability
AI systems can be employed to create more transparent decision making. By analyzing and presenting complex data in easily understandable formats, the technology can help citizens better comprehend the rationale behind government decisions. The city of Boston, Massachusetts, for instance, has implemented an AI-powered system called CityScore, which provides real-time updates on various city metrics. That allows Bostonians to track the performance of different municipal services.
Moreover, blockchain technology coupled with AI can create immutable records of government transactions and decisions, further enhancing transparency and accountability. Estonia’s e-governance system, which uses blockchain to secure citizens’ data and AI to improve service delivery, is a prime example of how these technologies can work together to build trust.
Improved Efficiency and Resource Allocation
Government is commonly criticized for inefficiency. AI can significantly enhance operational efficiency by automating routine tasks, optimizing resource allocation and identifying areas for improvement. A study by Deloitte has estimated that automation could save governments worldwide 96.7 million person-hours annually, freeing up time for more valuable, citizen-facing activities.
For example, the United Kingdom’s National Health Service launched an AI Lab that has led the implementation of AI systems to improve patient care and operational efficiency. AI algorithms analyze patient data to predict hospital readmissions and optimize bed allocation, leading to better resource utilization and improved patient outcomes.
Data-Driven Policy Making
The ability of AI to process and analyze vast amounts of data can support more informed, evidence-based policy making. The Government of New Zealand has been at the forefront of this approach with its Algorithm Assessment Report, which explores how government agencies are using algorithms to deliver services and inform policy decisions.
Personalized Citizen Services
AI can enable governments to provide more personalized services to citizens, tailoring interactions and support based on individual needs and circumstances. Singapore’s virtual assistants are an excellent example of this approach — AI-powered chatbots provide citizens with 24/7 support across various government agencies, answering queries and guiding users through different processes.
Fraud Detection and Prevention
AI systems can be instrumental in detecting and preventing fraud in government operations. By analyzing patterns and anomalies in vast data sets, these systems can identify potential corruption or misuse of funds effectively. This capability not only helps in maintaining the integrity of operations but also demonstrates a commitment to ethical governance, crucial for building public trust.
Predictive Analytics for Proactive Governance
Governments are often criticized for being overly reactive. AI-powered predictive analytics can enable leaders to anticipate challenges and take proactive measures.
The Australian government, for example, has used AI to predict and prevent bushfires, identifying high-risk areas and helping authorities with preparation and allocation of resources more effectively.
Challenges and Considerations
That said, while AI’s potential is significant, implementation is not without considerable challenges.
First, there’s privacy and data security: governments need to ensure robust safeguards to protect citizens’ personal information. The European Union’s General Data Protection Regulation provides a framework for addressing these concerns, emphasizing data protection by design and default.
Next, there remains a digital divide: not all citizens have equal access to or understanding of emerging technologies. Governments need to ensure that the adoption of AI does not further marginalize certain segments of the population, such as people without access to the internet or digital devices, who are at a disadvantage in benefiting from AI advancements.
Finally, there’s the issue of public perception: there may be resistance or skepticism toward the use of AI in government, due to mistrust or fear of the technology. A study by the Center for Data Innovation found that while many citizens are open to AI use in government, many also have concerns about fairness and accountability.
The Path Forward
The upshot is that a strategic and thoughtful approach is a critical necessity. Five factors are essential:
- Public-private partnerships: Collaboration between the private sector, public sector and academia to leverage expertise and ensure best practices in AI implementation. The Partnership on AI is a non-profit partnership that includes tech companies, government and academic institutions, working to develop best practices for AI systems globally.
- Citizen engagement: Involve citizens in the process of AI adoption through public consultations, feedback mechanisms and education initiatives. Finland’s “AI Challenge” is an excellent example of this approach, engaging citizens in the development of AI applications for public services.
- Gradual implementation: Start with pilot projects to reduce uncertainty, align stakeholders and address concerns, before scaling up.
- Ethical framework: Develop a robust ethical framework for the use of AI in governance, addressing issues of fairness, accountability and transparency.
- Continuous evaluation: Regularly assess the impact of AI systems on government processes and public trust, making adjustments as necessary. A notable example is the Canadian government’s Directive on Automated Decision-Making, which mandates regular impact assessments for AI systems used in government.
While progress has been made in developing AI governance frameworks and ethical guidelines across various countries and international organizations, the global efforts at using AI for better governance are still in their early stages, with significant variations in approach and effectiveness among different countries and locales.
As we move forward, the use of AI in governance could lay the foundation for a new era of public trust — one in which citizens feel heard, understood and well-served by their government. The journey toward this future will require collaboration, innovation and a steadfast commitment to the principles of democratic governance. It will by no means be easy or without bumps. But the prize is clear: greater citizen trust, ultimately leading to more responsive, efficient and trustworthy public institutions.
