AI can help government speed through backlogs, new Accenture report claims

A new study published Thursday by the professional services firm Accenture suggests that state and local governments could improve public services by using artificial intelligence to handle routine tasks, but only if agencies spend on clearer digital tools and better employee trainings.

The research, which includes polling of 1,000 U.S. residents and 300 government employees, paints a picture of public services stuck between rising digital progress and operational strain.

“In the public sector, modernization is not just about adding tools or processes,” the report reads. “It’s about ensuring that residents, and the people who serve them, have great experiences.”

Nearly half of Americans said their experiences with online government services are generally positive, while the other half said they still prefer in-person services. More than half of residents said government websites are confusing or difficult to navigate.

Nearly half of frontline government workers said most of the questions they get about public services are simple and repetitive, the kind that could be handled automatically or through self-service tools, freeing staff to help people with more complex problems.

“Government leaders often emphasize a ‘no wrong door’ approach, ensuring residents get the services they need no matter where they start their journey,” the report states. “While this approach is important, too many doors can create confusion.”

When it comes to artificial intelligence, the emerging technology of the moment, the study found that 62% of government employees it can reduce their workloads. But only one in five reported feeling “very confident” that AI tools are reliable.

Residents, meanwhile, listed data security, accuracy and transparency as their top issues with government agencies using AI tools. The report recommends agencies build simpler online public services that are easier to navigate, use AI to automate basic tasks like data entry and eligibility checks and implement robust training for employees.

According to the National Conference of State Legislatures, at least 30 states have issued guidance on the government’s use of AI in recent years, including impact assessments, oversight, use principles, additional procurement steps and pilot projects. The NACL expects these “efforts to regulate and invest in AI” adoption to continue next year.

However, without workforce support, the Accenture study warns, even the best technology can’t deliver meaningful change.

“Incremental change is no longer viable,” the report reads. “By aligning technology with its human users and consumers, agencies can increase adoption of higher efficiency channels, reduce service backlogs, lower cost to serve, boost employee satisfaction and build lasting public trust.”