That Artificial Intelligence (AI) will be a defining hallmark of life in the 21st century, is now taken for granted. Companies all over the world, in every sector imaginable have been rushing to adopt AI to help either cut costs in their operations or to help deliver superior performance. The governments of the world have been slower off the mark but now are no less enthusiastic than companies about AI and are keen to leverage it to help deliver public services more efficiently. It is widely believed in government circles that AI will help improve governance and citizen satisfaction. With a huge potential for data analysis, pattern recognition, and automation, AI presents a promising solution to many of the challenges faced by conventional governance systems. By harnessing AI technologies, governments can streamline processes, improve decision-making, and enhance service delivery to the citizens.
A study by Accenture estimates that AI could help governments save up to $447 billion by 2026 through improved operational efficiency and citizen experience. The shift towards a technology-centric approach in service delivery in government undertakings encourages service delivery to their citizens using digital platforms without compromising the quality of service. The changing wave in public service delivery supported by AI comprises functional areas such as human resource management, strategic management, performance assessment, and institutional communication and policy areas like education, health, customer service, tax, social benefits, control of borders, emergencies etc. Moreover, AI-driven predictive analytics systems are being deployed to optimize resource allocation and improve decision-making processes within municipal administrations. For instance, machine learning algorithms are utilized to analyze vast datasets related to infrastructure maintenance, waste management, and urban planning, enabling municipal authorities to anticipate needs, allocate resources effectively, and prioritize interventions.
With the emergence of Generative AI, one prominent example of an AI-assisted public service is the use of AI-powered chatbots for citizen engagement and support services. These chatbots provide round-the-clock assistance to citizens, addressing inquiries, processing service requests, and providing relevant information promptly and efficiently.
Other examples include:
- AI-powered “bots” in Brazil carry out obscure duties like spotting questionable activity connected to contract fraud, bid-rigging, and corruption.
- In the United States, the city of Pittsburgh’s traffic management system uses AI to analyze key intersections in real time. With these insights, managers can adjust traffic signals to optimize vehicle flow and reduce engine idle time, part of the city’s plan to cut transportation-related greenhouse gasses 50% by 2030.
- In Spain, the city of Barcelona uses AI to save money on irrigation and park maintenance.
- The cities of Wellington, New Zealand, and Shanghai, China have created AI-driven digital twins, helping city planners visualize development projects and predict impacts, such as how a new sports arena will affect surrounding neighbourhoods.
- In Sydney, Australia, AI tools are improving the mundane but important process of flagging non-compliant applications and providing instant feedback.
- The city of Aarhus, Denmark, uses AI analytics to estimate its carbon emissions, thus helping in the management of city pollution.
- In the Philippines, local officials depend on an AI system to analyze news and social media, which helps them understand the public’s development priorities.
- Estonian police use AI algorithms to analyze crime data, identify patterns and predict potential criminal activities.
- In Uganda, the Uganda National Meteorological Authority (UNMA) uses AI technology to provide accurate weather predictions and modelling.
Despite the growing discussion about AI use in the public sector, the actual diffusion of AI in public sector practice remains low, particularly compared to private sector companies. AI adoption in the public sector may be held back by many challenges ranging from data management and privacy to ethical issues and societal impact. The challenges embody the issues of system quality, financial viability, social legitimacy, trust, privacy, safety, responsibility, accountability, and ethical dilemmas. Furthermore, AI espousal may aggravate societal disparities and impede public confidence through implications such as rights violations, digital divides, predictive policing biases, and economic inequalities. Ethical considerations surrounding AI’s utility in public administration are gaining prominence, prompting governments and tech companies to issue guidelines for responsible AI deployment. These ethical principles establish broad boundaries for AI application in the public sector.
Thankfully, it doesn’t seem that the Nigerian government is about letting the AI train pass it by. At the prestigious Global Government Summit 2025, held in Singapore, the Head of the Civil Service of the Federation, Mrs Didi Esther Walson-Jack, OON, mni, unveiled Service-Wise GPT. Service-Wise GPT is a Generative AI-based tool, currently in its Beta version, that provides instant access and simplifies the referencing of Public Service Rules, Statutory Instruments, Regulations, Guidelines, and other critical information relevant to the operations of the Federal Civil Service, with the user’s needs at the forefront of its design. She further informed the global audience that the tool, once operational, would automate the drafting of policy documents, official memos and provide real-time policy research assistance.
That is a welcome start, but there is a long way to go. Just even a cursory look at the services provided by the Nigerian government gives a good hint of the enormous scope there is for AI to improve public service delivery:
Security & Law Enforcement:
- Police Force: Maintains law and order, investigates crimes, and provides public safety.
- Armed Forces: Defends the nation’s territorial integrity and responds to national security threats.
- Security and Civil Defence Corps: Provides security and defence for people’s survival.
Judicial System:
- Courts: Interprets laws, resolves disputes, and ensures justice.
Public Service & Administration:
- Civil Service: Manages government operations and implements policies.
- Public Enterprises: Government-owned or controlled entities providing essential services (e.g., Nigerian Railway Corporation, Central Bank of Nigeria, Nigerian Postal Service).
Economic Development & Regulation:
- Ministry of Finance: Manages the national budget, collects taxes, and manages public finances.
- Central Bank of Nigeria (CBN): Regulates the financial system, manages the money supply, and promotes economic stability.
- Corporate Affairs Commission (CAC): Regulates companies, partnerships, and business names.
- Nigeria Investment Promotion Commission: Provides tax and fiscal incentives to businesses.
- Small and Medium Enterprises Development Agency of Nigeria (SMEDAN): Promotes the development of the MSME sector.
Social Services:
- Education: Provides public education at all levels, from primary to tertiary institutions.
- Healthcare: Provides public healthcare services through hospitals, clinics, and health programs.
- Social Welfare: Provides social assistance programs for vulnerable populations.
Infrastructure:
- Ministry of Works and Housing: Responsible for the construction and maintenance of roads, bridges, and other infrastructure.
- Water Boards/Water Corporations: Provide water supply and sanitation services.
Other Services:
- Federal Ministry of Science and Technology: Facilitates the development and deployment of science, technology, and innovation.
- Nigerian Postal Service: Provides postal services.
- National Universities Commission: Oversees the operations of public universities.
Nigeria, and Africa at large has a habit on missing out on technological revolutions. Hopefully, we will not miss out on this one.
Bibliography
- Kulal Abhinandan et al. Oct 2020 ‘Enhancing public service delivery efficiency: Exploring the impact of AI’ Journal of Open Innovation: Technology, Market and Complexity
- Techvify Software. Nov 2023 ‘How AI (Will) Transform Government and Public Services’ linkedin.com: https://www.linkedin.com/pulse/how-ai-transform-government-public-services-techvify-vkzuc/
- Jackley, Mark. Aug 2024 ‘Using AI in Local Government: 10 Use Cases’ oracle.com: https://www.oracle.com/ng/artificial-intelligence/ai-local-government/#:~:text=Governments%20can%20use%20AI%20to,%2C%20education%2C%20and%20environmental%20monitoring.
- Nalubega, Teddy et al. Jul 2024 ‘Artificial intelligence technologies usage for improved service delivery in Uganda’ Africa’s Public Service Delivery & Performance Review: https://apsdpr.org/index.php/apsdpr/article/view/770/1612
- ‘Nigeria Unveils AI-Driven Public Service Transformation at Global Government Summit 2025’ Office of the Head of the Civil Service of the Federation: https://ohcsf.gov.ng/post-nigeria_unveils_ai_driven_public_service_transformation__at_global_government_summit_2025
