Public sector accelerates adoption of agentic AI to transform citizen services

With 64% of organisations exploring generative AI and 90% planning to implement agentic AI, public services are on the brink of a proactive, autonomous revolution—balancing innovation with critical data and security challenges.

In an era marked by rapid technological advancement and rising public expectations, the public sector faces unprecedented pressures to deliver services that are efficient, transparent, and citizen-centric. Recent research by the Capgemini Resea...

rch Institute underscores this urgency, revealing that 64% of public sector organisations are actively exploring or working on generative AI initiatives, with an even larger 90% planning to integrate agentic AI within the next two to three years.

Agentic AI represents a transformative leap beyond traditional reactive AI systems. Instead of merely responding to prompts, agentic AI autonomously plans, decides, and executes tasks independently to achieve specified goals. This autonomy allows public sector bodies to transition from reactive service delivery to a more proactive model—anticipating problems before they arise, coordinating complex workflows across departments, and enhancing decision-making through real-time data synthesis. By relieving public sector employees from repetitive administrative duties, agentic AI fosters a more human-centred working environment where staff can focus on meaningful, impactful work.

The partnership between Capgemini and ServiceNow is positioned at the forefront of this transformation. Capgemini’s deep transformation expertise combined with ServiceNow’s advanced AI technology delivers tailored, intelligent automation solutions that reimagine public services. Together, they enable public organisations to automate routine tasks, leverage predictive analytics to proactively address incidents, and provide personalized, inclusive support to both employees and citizens. Continuous feedback integration further drives iterative improvement, leading to smarter working cultures, reduced staff attrition, and enhanced service delivery.

Citizens stand to benefit substantially from these advancements. Agentic AI applications span numerous public service domains: in healthcare, AI agents can book appointments, send reminders, and triage symptoms to reduce wait times and no-shows; tax and benefits services see improved citizen engagement through real-time updates and query resolution; local government services become more responsive with AI managing reporting and tracking of community issues; and public safety and crisis management can be optimised through automated coordination and resource deployment. These innovations not only boost satisfaction but aim to restore public trust, addressing the current dissatisfaction where only a quarter of citizens express satisfaction with government services.

Despite the enthusiasm, significant challenges remain. Only 21% of public sector organisations currently possess the requisite quality and breadth of data to train and fine-tune AI models effectively—a critical foundation for successful AI implementation. Moreover, data security concerns loom large, with nearly 79% of public sector executives highlighting it as a primary obstacle. Trust in AI outputs also remains limited, as 74% of leaders express reservations about relying on automated decisions. These gaps emphasize an urgent need for investment in data infrastructure, governance, and skills to unlock AI’s full potential.

Looking ahead, agentic AI is poised to reshape public service delivery profoundly by enhancing autonomy, innovation, and impact while retaining human oversight to safeguard ethical and contextual integrity. Capgemini and ServiceNow’s continued collaboration offers a blueprint for building adaptive, intelligent, and empathetic public services capable of meeting evolving citizen needs. Their integrated approach not only champions technological advancement but reinforces a vision where technology amplifies human capabilities and fosters public sector resilience in the digital age.

As AI adoption accelerates—with 80% of organisations increasing investment in generative AI and over 80% planning agent integration in key functions—the public sector must bridge the divide between ambition and execution. Investing in data mastery, addressing security and trust issues, and embedding human-centric design principles will be vital for transforming good intentions into lasting, positive impact for citizens and communities alike.

Source: Noah Wire Services