Foreword
From aging infrastructure to strained public services, the demands on the public sector have never been greater. Against this backdrop, artificial intelligence offers a compelling opportunity, not just to increase efficiency, but to reimagine how governments deliver value to citizens.
This report captures insights from senior government AI leaders across nine countries. It highlights a growing ambition and a sobering reality: Most public sector organizations remain in the early stages of AI maturity. While the belief in AI’s potential is high, structural barriers, legacy systems, siloed data, risk aversion and low trust are impeding progress. AI adoption in government is stalled as government organizations struggle to move beyond pilots and trials into full operationalization.
Encouragingly, KPMG’s research shows signs of meaningful adoption in areas such as healthcare triage, fraud detection, digital service centers and predictive maintenance. Although there are variations across countries, pockets of innovation in each demonstrate what’s possible when AI is embedded within cross-functional teams, supported by agile infrastructure, and aligned with what citizens value.
At KPMG, we believe governments can and should embed AI into the very fabric of public service design, linking technology, policy, operations and ethics in a coordinated, citizen-focused approach. AI has been with us for some time, but agentic technology promises to enable automation across departments and substantially improve the quality of the citizen experience. It is clear, however, that governments require a pathway to full exploitation of AI.
This report will support leaders to build AI-enabled government models that are not only more efficient, but also more responsive, inclusive and trusted.
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