AI is more than a buzzword – it’s here to stay. The real value lies in long-term vision

AI is essential to help the government be more proactive and efficient. Jan Smedts and Annelies De Corte share how Digitaal Vlaanderen and KPMG are working together to make an AI-enabled government a reality.

Digitally interacting with the government often means using software and solutions developed by Digitaal Vlaanderen. With over 600 employees, the agency manages platforms like Mijn Burgerprofiel and ensures many Flemish families automatically get their Groeipakket when entitled. Digitaal Vlaanderen guides local and regional governments through their digital transformation.

“Leveraging technology, we aim to future-proof public services,” says Jan Smedts, Head of Digitaal Vlaanderen. “Innovation plays a key role in this. For example, we've been using AI for years to detect asbestos on satellite images of rooftops. But this is just the start. We’re convinced that AI will play a crucial role in helping the government tackle growing challenges, such as traffic issues or efficient water management. AI is also transforming the way the government communicates and interacts with citizens and businesses.”

A clear and focused strategy is key

“For the first time, technology like AI is evolving faster than the human brain can keep up,” says Smedts. “Our AI expertise center enables us to share lessons learned and proven examples widely. Nobody can afford to start from square one anymore.”

Annelies De Corte, responsible for data and AI strategy at KPMG, also contributed to the project. “The costs of AI force us to carefully consider where and how to apply this technology. This differs for every organization: some governments focus on operational efficiency, while others aim for personalized citizen experiences. But we must recognize that AI isn’t a one-size-fits-all fix. Start with the problem, and then find the right tool - don’t treat AI as the solution to every challenge.”

Smedts agrees: “Think about how AI affects your core objectives. Its adoption usually follows an S-curve - expectations are over-inflated at first, but the long-term impact is often underestimated. Even if the early stages bring more costs than results, perseverance is key.”

The co-pilot for public servants

To explore AI’s potential in the daily work of public servants, Digitaal Vlaanderen launched a pilot project with Microsoft Copilot, in collaboration with KPMG. “We trained colleagues from various departments to see how Microsoft Copilot could support them,” Smedts explains.

“One key takeaway is that technology alone isn’t enough,” explains De Corte. “Employees need training, for example, to craft effective AI prompts. A major recommendation from the project is to establish a prompting library.”

The AI Playbook

To share the knowledge gained from experiments with local governments, Digitaal Vlaanderen and KPMG are collaborating on an AI Playbook. “This provides public servants with practical tools to get started with AI,” says De Corte. “We guide them in selecting initial use cases, identifying risks, and addressing ethical challenges.”

“In any change process, having a clear framework is essential,” Smedts continues. “AI enables us to make our services more proactive. For example, 85 percent of Groeipakket benefits are now granted automatically, without citizens having to take action. With data and AI, we can streamline and automate many more processes.”

Digitaal Vlaanderen underscores the importance of change management, as few innovations impact an entire organization as deeply as AI. “I firmly believe in the power of AI,” says Smedts, “but we’ll first go through a phase of disappointment. In the long run, however, technology will unlock possibilities far beyond what individuals and organizations can handle today. While AI may replace 10 percent of jobs, it will redefine 100 percent of all roles.”

This article was created in collaboration with De Tijd and L'Echo