AI and Emerging Technologies in Government: Opportunities, Risks, and Citizen Sentiment

Australia’s public sector is undergoing a profound transformation, driven by the rapid integration of artificial intelligence (AI), augmented reality (AR), and other emerging technologies. These innovations are redefining how government services are delivered, experienced, and trusted. As digital government becomes the norm, understanding the opportunities, risks, and evolving citizen sentiment is essential for building a future-ready, inclusive, and trusted public sector.

Opportunities: Personalization, Efficiency, and Inclusion

Emerging technologies are unlocking new possibilities for public service delivery:

Personalization: AI enables government agencies to anticipate citizen needs, automate routine processes, and deliver targeted support at critical life moments—such as starting a family, changing jobs, or managing health events. Most Australians are comfortable with digital services that remember their details or tailor offerings based on personal information, with 83% expressing comfort with services that recall previous interactions and 78% open to personalized content based on employment status or income.
Efficiency: Automation and advanced analytics streamline government operations, reduce bureaucracy, and provide seamless access across life events. Life-event-centric service design, where multiple agencies collaborate to support citizens at key moments, is setting new standards for accessibility and satisfaction.
Inclusion: Technologies like AR and Web 3.0 are opening new frontiers for immersive, interactive, and decentralized services, supporting remote education, training, and access for those with language or mobility barriers. Digital identity solutions, such as myGovID, are making it easier for citizens to access a broad spectrum of services securely and efficiently.

Citizen Sentiment: Openness, Caution, and the Demand for Ethical Leadership

Australians are increasingly open to the benefits of AI and digital innovation. Recent research shows that 63% of citizens have practical knowledge of emerging technologies, and 75% of those are likely to use government services built on these platforms. Generative AI is gaining traction, with 40% of Australians having used it in the past year and 21% using it weekly. Importantly, 55% of citizens support the use of AI to improve government services, especially among younger and more tech-savvy demographics.

However, this enthusiasm is tempered by caution:

Trust and Transparency: A vast majority (94%) of Australians want clear regulation of AI, and nearly half desire full transparency into the code and decision-making processes behind AI systems. Concerns are particularly acute among those with recent mental health struggles or precarious finances.
Data Privacy and Security: Over half of Australians now express doubts about the government’s ability to protect their data, with trust deficits most pronounced among younger citizens and vulnerable groups. When citizens worry about privacy and security, their enthusiasm for digital services—and especially for AI-driven innovations—diminishes.

Risks: Bias, Privacy Breaches, and the Digital Divide

The integration of AI and emerging technologies brings significant risks that must be proactively managed:

Data Privacy and Security: Citizens are wary of privacy breaches, misuse of personal data, and the risks of storing information in centralized databases. Robust data governance, clear communication, and regular updates on security measures are essential.
Algorithmic Bias: AI systems can inadvertently perpetuate or amplify biases, leading to unfair outcomes. Transparent, ethical frameworks and ongoing monitoring are critical to ensure equity and accountability.
Widening Digital Divide: Not all Australians benefit equally from digital transformation. Lower-income households, the unemployed, older citizens, and those in regional or remote areas are less likely to engage with digital services and more likely to report negative experiences. Barriers include limited digital literacy, poor infrastructure, and lack of awareness.

Responsible Innovation: Building Trust and Inclusion

To harness the full potential of AI and emerging technologies, government agencies must adopt a holistic, citizen-centric approach:

Prioritize Digital Inclusion: Expand digital literacy and inclusion programs, invest in infrastructure, and design services that are accessible to all—regardless of income, education, or geography. Omnichannel support, including phone and in-person assistance, remains vital for those unable or unwilling to use digital channels exclusively.
Strengthen Governance and Transparency: Implement robust ethical frameworks for AI, with clear guidelines on data use, algorithmic transparency, and citizen engagement. Regularly communicate how technologies are used and what safeguards are in place.
Foster Public Trust: Address privacy and security concerns head-on. Limit data sharing to what is necessary, and provide citizens with control over their information. Build trust incrementally, starting with simple, high-value digital transactions.
Engage Citizens in Co-Design: Involve diverse communities in the design and oversight of digital services, ensuring that solutions reflect real needs and concerns. This is especially important for vulnerable groups and those with unique accessibility requirements.
Monitor and Adapt: Stay attuned to societal and technological trends, using data-driven insights to anticipate emerging needs and adapt strategies accordingly.

Guidance for Policymakers: Responsible AI and Co-Design with Citizens

Transparent Communication: Clearly articulate how citizen data is used, what benefits are delivered, and how privacy is protected. Proactively address the awareness gap by informing citizens about available digital services, especially during key life events.
Ethical AI Frameworks: Establish clear policies for AI use, including transparency in decision-making, regular audits, and accountability mechanisms. Design AI systems to avoid bias and ensure equitable access, particularly for vulnerable and underrepresented groups.
Citizen Control Over Data: Empower citizens with control over what data is shared, how it is used, and the ability to adjust or revoke consent at any time. Invest in privacy-by-design principles to protect sensitive information.
Inclusive, Human-Centered Design: Ensure digital services are accessible to people of all abilities, backgrounds, and digital literacy levels. Maintain alternative channels for those unable or unwilling to use digital services exclusively. Engage diverse communities in the design and testing of new services to ensure they meet real needs and build trust from the outset.

The Path Forward: A Citizen-First Digital Future

Australia’s digital government journey illustrates both the promise and the pitfalls of rapid technological change. AI, AR, and other emerging technologies can deliver more connected, personalized, and resilient public services—but only if innovation is balanced with inclusion, transparency, and trust. By investing in digital equity, ethical governance, and citizen engagement, government agencies can accelerate digital adoption, close the digital divide, and deliver lasting value for every Australian.

Ready to shape the future of public sector innovation? Connect with Publicis Sapient’s experts to explore how responsible, citizen-centric digital transformation can deliver better outcomes for your community.