Strengthening AI performance and governance within a government organisation

A major Dutch ministry was experiencing structural performance issues within its existing AI systems. Constraints in the underlying infrastructure, combined with fragmented document and knowledge flows, made it difficult to scale AI applications reliably and deploy them to support further automation. At the same time, pressure was increasing to demonstrate compliance with national and European AI legislation governing the responsible and transparent use of AI.

The organisation aimed to improve the efficiency of its AI systems, strengthen governance and operate in demonstrable compliance. The central question was therefore twofold. How can AI performance be enhanced, and how can those improvements be embedded sustainably and responsibly within the organisation?

KPMG conducted a comprehensive gap analysis at technical, organisational and governance levels. Existing AI systems, the underlying infrastructure, processes and accountabilities were mapped and assessed holistically.

In parallel, a targeted compliance review was undertaken. This not only evaluated transparency, explainability and risk management, but also informed the further design of governance structures and control mechanisms. Based on these insights, a strategic roadmap was developed for AI governance and for embedding AI within automation processes.

Core processes were redesigned and targeted technological optimisations were implemented to improve performance and mitigate risk. In addition, the potential application of advanced technologies, including Agentic AI, was explored within clearly defined frameworks and governance arrangements, ensuring responsible deployment in support of advisory and decision-making processes.

Through the optimisation of core processes and targeted technological interventions, the ministry achieved a significant increase in the efficiency and stability of its AI systems.

This led to a threefold increase in the processing capacity of its internal AI solution. As a result, broader deployment became possible and demonstrably greater value was realised across policy development and operational processes.

At the same time, the AI governance framework was strengthened and aligned with European AI legislation. This not only enhanced compliance, but also increased organisational confidence in the responsible use of AI.

The ministry has thereby established a robust foundation for the future-proof, scalable and responsible deployment of AI within the public sector.

A multidisciplinary AI Factory team from KPMG Netherlands, bringing together AI & Data specialists and Digital Process Excellence experts, supported the ministry in optimising AI-enabled processes and strengthening AI governance, delivering measurable operational improvements.