Public administrations face a whole range of challenges, especially when it comes to digitalization. As a digitalization partner for public sector clients, T-Systems takes a close look at where our customers’ pain points lie and what’s currently holding them back on their digital journey. And for many of these challenges, there’s a smart solution – artificial intelligence.
Digitalization in the public sector comes with a variety of obstacles. One of the biggest is the shortage of qualified professionals. Many public authorities struggle to recruit the IT specialists they need. But it’s not just about people, but digitalization also requires adequate funding to implement new technologies and modernize existing systems. In Germany, the federal structure means that many digital projects are only planned and rolled out locally or on a small scale, often without considering long-term scalability.
As cyber threats increase, public administrations also must invest in IT security and data protection to keep their systems and digital processes safe from attacks. Many agencies are still using isolated, often outdated IT systems that can’t communicate with each other, which slows down collaboration and data exchange. User-friendliness and accessibility are also key since digital services need to be easy for all citizens to use. And finally, complex, and often non-digital legal frameworks and bureaucratic processes can slow things down.
But there’s good news, too: by implementing smart, automated administrative processes, efficiency and user experience can be significantly improved. Almost any administrative process can be sped up with the help of artificial intelligence (AI).
Chatbots and automated workflows, for example, help save resources and ease the pressure caused by staff shortages. AI can update and modernize entire systems, boosting the efficiency of ICT infrastructure-which is especially important when budgets are tight. AI is highly flexible: it can be used in smaller projects, for IT security, or to connect different IT interfaces. It can even help automate compliance with legal requirements, making public administration more agile and efficient.
By implementing smart, automated administrative processes, efficiency and user experience can be significantly improved. Almost any administrative process can be sped up with the help of AI.
Despite all these challenges, there are plenty of real-world use cases that show how AI can make public administration more digital and citizen focused. Chat and voice bots, for example, can help answer questions about benefits, provide information, and clarify responsibilities. Application assistants guide citizens through finding and filling out the right forms, making access to public services much easier.
AI also improves accessibility, ensuring that everyone can use digital services, regardless of their individual needs. It can simplify language to make information more understandable and reach a broader audience.
Smart chat solutions allow citizens to quickly access information about laws, regulations, and other topics. With context recognition and routing, inquiries are sent directly to the right department, cutting down on processing times. Optical Character Recognition (OCR) can automatically capture and process text from emails and handwritten documents. Automated application checks mean requests can be processed faster and more efficiently.
Another advantage is that automated decision letters reduce administrative workload and speed up turnaround times. Fraud detection systems increase security by flagging potential irregularities early. Process optimization is further advanced by learning models and platforms that enable continuous improvement based on experience.
AI also adds value in the smart city context. Smart City is all about using modern technologies and digital solutions to improve citizens’ quality of life and make urban services more efficient. The goal: cities that are more livable, safer, and greener. AI plays a key role here by analyzing data from various sources and delivering valuable insights for urban quality of life.
AI is also a powerful tool for early detection of extreme weather events, allowing cities to respond proactively to climate challenges. It can analyze sensor data such as air quality and traffic, enabling cities to make informed decisions and optimize traffic flows, reducing congestion and improving air quality. In crisis management, AI-powered simulations of floods, heatwaves, traffic, and urban development help identify risks early and take targeted action.
AI-supported emergency calls are taking emergency response systems to the next level. AI analyzes callers’ speech in real time, extracts key information like location and type of emergency, identifies patterns, prioritizes the most urgent calls, and quickly calculates the best routes for emergency vehicles. While responders are on their way, AI-powered chatbots or voice assistants guide callers through the emergency process and provide important information. These smart emergency call systems help boost the efficiency and effectiveness of emergency responses, increase citizen safety, and reduce the burden on emergency centers.
These are just a few concrete examples of how AI is helping to smartly digitalize public administration and make many services more user-friendly for citizens.
