48% of public administrations use AI to streamline citizen relations
Public administrations are already taking advantage of the benefits offered by artificial intelligence: two out of four organisations are focusing or will focus their efforts on improving risk management and cybersecurity, working on the advancement of external tools and solutions that adopt Artificial Intelligence in their functionalities.
This has been revealed in the sectoral analysis contained in the Ascendant report by Minsait (Indra Group) which, under the title ‘AI: X-ray of a revolution in progress’, analyses its degree of adoption in private companies and public institutions.
The same report reveals that, in addition to improving risk management and cybersecurity, 48% of institutions are focusing on sector-specific use cases, such as optimising the administration's operating model, and information management among other things. Forty-eight percent of administrations are also using AI to improve citizen operations, introducing functionalities such as chatbots, response automation or personalised complaints, for example.
According to the report, among all the reasons that influence the public administrations that took part in the study to start using AI or to do so more intensively, efficiency and optimisation of internal processes stand out, as this is one of the most important aspects for 81% of the organisations interviewed. In second place, 41% mentioned optimising the citizen's experience when interacting with the different administrations among the main motivations for adopting Artificial Intelligence.
In reference to the barriers encountered at the time of implementation, one of the main obstacles for 3 out of 4 public institutions is the lack of vision and business culture. In this line, for 1 out of 4 administrations, another factor to highlight is the lack of talent in the sector, especially profiles specialised in the field of Artificial Intelligence. Other barriers that stand out are the lack of a stable regulatory framework and privacy compliance (26%), inadequate infrastructure and a market offer that is not mature and contrasted (19%) and knowledge silos, as well as the lack of advanced data governance and management models (19%).
Better services and lower public spending
The impact of Artificial Intelligence has generated great interest and high expectations, positioning it as the next big wave in the digital transformation of public administrations. The ability to automate complex, high value-added tasks offers unprecedented opportunities to streamline government processes, improve efficiency in service delivery and strengthen decision-making. This opportunity not only promises to transform the internal workings of institutions, but also to meet the growing expectations of a citizenry that looks forward to the developments to come.
‘The public administration sector in Spain, like many others, has an important starting point. Thanks to decisive public and private investment in recent years, we are today in a leading position in Europe, with a state-of-the-art telecommunications infrastructure and a highly connected society. This momentum has allowed us not only to rise to the current technological challenges, but also to open up new opportunities to continue advancing towards a more inclusive, efficient and globally competitive digital future’, says Luis Fernández Hernando, Global Director of Public Administrations at Minsait, who adds: ’Therefore, in the last year, many public entities and administrations have made a strategic shift towards the use of data and the interoperability of their systems. The next natural step in their modernisation is the development of AI-based applications, with two key objectives: to improve the efficiency of public spending and optimise citizen services’.
The fifth edition of Minsait's Ascendant Digital Maturity 2024 Report addresses the context and degree of adoption of Artificial Intelligence by companies and public administrations. To this end, it has analysed the information provided by more than 900 organisations in Spain and other countries from 15 different sectors of activity.
