Channeling AI into Government Citizen Engagement (Contributed)

In recent years, the proliferation of digital technologies has created multiple customer service channels and touchpoints through which citizens can access online government services. Unfortunately, user experience is often overlooked in the design and deployment of these new digital services. Citizens' expectations of service are shaped not only by their interactions with government agencies, but also by their everyday digital experiences. For example, a recent Accenture survey of over 5,000 citizens from five countries found that as they encounter more user-friendly AI solutions in their daily lives, expectations for government use of these technologies increase. In this changing environment, the need for a convenient and seamless customer experience across all engagement channels has never been more pressing.