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AI Use Cases in Government: A Citizen Perspective

When it comes to Artificial Intelligence or AI as we widely call it, there are always endless opportunities and innovations coming to the surface. From finance, banking and retail industries to technology, healthcare, and education sectors; AI applications are being broadly utilised across the globe.

Apart from this, it is believed that AI finds its utility across a variety of government areas that are directly or indirectly related and benefit citizens. Whether it is better management of traffic with the help of AI’s real-time data collection abilities or improved and speedy customer service, the possibilities of AI use cases in government are plenty.

So let’s check out in detail the diversified use cases of AI that can be incorporated by governments, keeping the citizens’ perspective in mind.

Traffic Management

Congestion of traffic is probably the biggest concern people face in most of the global cities around the world. And the worst thing is that the problem is only going to increase with time as the population increases along with the greater mobility demands and urbanisation. However, the traffic congestion problem can be controlled through the technology of AI.

Artificial Intelligence can provide real-time data collection from traffic lights as well as CCTV cameras to ensure smooth flow of traffic. It can also be used to oversee vehicle breakdowns and congestion on the expressways, or detect accidents and other such issues.

This data can be useful for diverting traffic, especially during times of emergencies. In addition, AI can not only facilitate precise prediction of travel time but also shorten the journey time which would eventually lead to reduced emission of carbon dioxide.

The good thing is that the governments from around the globe such as Singapore, China, and Pennsylvania are already utilising AI technologies in this direction.

Customer Service

The services that government offers are majorly for the citizens. But it is often noted that public is often disappointed with the way customer service points handle the work. After all, we all have experienced delays in response to queries and longer wait periods. There are even cases where wrong or inadequate information is provided to people.

All this happens due to immense amount of workload associated with this sector. Frequent occurrence of poor customer service results into loss of revenue as well as non-compliance. That’s when AI can be used to change the scenario in a positive way.

AI’s virtual assistants can respond to customer queries in human-like way but significantly faster than humans. The response time through AI is immediate. It can route citizens raising the query to a correct piece of information or a representative, whichever is appropriate, 24/7.

Moreover, such systems can interact with citizens in multiple languages, eliminating the language barrier altogether. And as the information is accessible smoothly, it elevates citizen experience while instilling trust in the system. The primary benefit AI provides in this context is to free up employees’ time so that they can concentrate on the more complicated tasks.

Management of Human Capital

We all know how time-consuming and hectic a recruitment process can get. There are multiple steps and processes attached right from the initial screening to the final interview phase.

Above all, even after following a long and stringent hiring process, there is often a mismatch between the required job-role skill and the skills inherent to the new hire. All of it only mounts the workload in the future, adversely affecting the organisations, candidates, as well as employment scene of the nation.

However, AI can provide solutions.

AI can be used for better human capital management. AI’s machine learning and text analysis technologies can be optimally used to match the right candidate with the right job role. Moreover, it can also help employers assess the candidate’s behavioural attributes as well as competencies to gauge whether they are culturally fit for the firm and best-suited for the role.

AI, in this case, can considerably reduce the recruitment time and contribute in building stronger teams. Accurate employee assessments also lead to right opportunity for right people and subsequently boost employee retention percentage. On top of it, AI can also make the task of mass recruitment a hassle-free experience.

Maintenance and Inspections

Regular maintenance goes a long way whether it concerns with machinery, equipment, or public infrastructure. However, the accuracy with inspection and maintenance is extremely difficult to achieve solely through human efforts.

This is because the manual process takes a lot of time, is hard on the pockets, and the required frequency for it is hardly maintained. As a result, not only the repair costs get skyrocketed but the citizen safety concerns also increase significantly.

That’s when authorities can turn to AI for fruitful solutions. Artificial Intelligence with its machine learning techniques, remote sensors, as well as video analytics and smart assessment capabilities, can accurately model, analyse and predict the risks, failures, and breakdowns associated with machinery and equipment. It can also issue alerts about contaminated food and threats regarding public safety.

That way, it becomes possible for authorities to take preemptive actions at the right time so that the danger or failure can be avoided altogether. This saves the repair cost to a great extent. At the same time, it ensures improved production and optimum uptime.

AI technology can also be helpful when it comes to predicting natural disasters and automating the high-risk tasks. In addition, it can aid in rescue operations too if and when the disasters take place.


If utilised properly, AI has what it takes to solve the fundamental issues faced by the citizens. Other than these use cases, AI can be utilised for determining tax assessments and the tax payable by the citizens, which will be completely fair and reliable.

AI can prove to be greatly useful in identifying cases of potential frauds or non-compliance within the government service administration as well as at an enterprise level. It can be highly resourceful in determining and preventing potential corruption in the data, tender approvals and workflow.

Sumit Kumar

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