The Framework for Introduction of AI Propelled E-Governance to Further Enhance the Quality and Efficiency of Public Services while Ensuring Transparency and Accountability: Case Study India

ABSTRACT

Throughout history, transformational technologies have consistently disrupted established routines, bringing forth both excitement and hesitation. Artificial intelligence (AI) stands today as one such major technological advancement, widely recognised for its potential to reshape government operations. AI is projected to substantially enhance the quality and efficiency of public services, enabling governments to deliver services more effectively to citizens and implement policies and regulations efficiently. With the possibilities offered by AI, governments are expected to transition from employee-driven processes to harnessing the advantages of well-designed algorithms.

The adoption of AI within the public sector is accompanied by significant challenges. These include a lack of digital skills among personnel, inadequate technical infrastructure, and limited awareness regarding the potential benefits of data and AI. To fully embrace AI as a transformative tool and build the necessary momentum, it is essential for governments to develop a thorough understanding of both strategic directions and foundational building blocks, which are necessary for accelerating AI adoption across various departments.

This paper begins by defining e-governance and outlining its distinctive characteristics. It then proceeds to define Artificial Intelligence and examines its true potential within the context of e-governance, highlighting both practical implications and barriers to AI adoption in this domain. The paper presents the framework of a detailed roadmap designed to unlock AI’s full value for citizen-centric e-governance processes. Furthermore, the effectiveness of this framework for the AI roadmap is validated through real-time evidence from a successful live project in India, which demonstrates the transformative impact of AI in enhancing citizen-focused e-governance. The validated framework of the AI roadmap aligns with one of the tracks of this conference titled ‘Harnessing Emerging Technologies for Smarter and More Efficient Public Services’.

(Full paper is available at https://link.springer.com/)