Reinventing Public Service: Experience as the Engine of Transformation
As governments scale AI, technology alone is no longer enough. Success comes from keeping humans in the lead where AI augments judgment – not merely placing human in the loop. Accenture’s latest research shows how public services can use experience-led transformation – grounded in trust and national platforms, and empowered by AI – to deliver better public services at scale.
Anita Puri, Global Public Service Lead, Accenture
Benny Lee, Health & Public Service Lead, Accenture Singapore
Governments stand at a defining moment. Resident expectations continue to rise while workforces are stretched and financial pressures intensify. More than half of public service workers agree it is harder than ever to deliver consistently excellent customer service. Over the past decade, public service organisations have invested significantly in digital tools to modernise service delivery. Progress is evident, yet digitalisation alone no longer meets the pace or scale of demand.
Accenture’s Reimagining Public Services in the Age of AI highlights a decisive shift. The next wave of transformation will be driven by experience shaped around people, outcomes and trust, and enabled by artificial intelligence.
Digital progress is improving outcomes, but friction remains
Digital services have improved. Globally, 59% of residents rate their experience with digital government services as “mostly” or “always” good – a jump from 44% in 2022. Most residents now view government digital experiences positively and satisfaction continues to grow in advanced markets such as Singapore.
Despite increase in digital tool availability and uptake, many of the same frustrations persist and distrust of technology remains widespread.
Overall, service channel preferences remain relatively unchanged – and as a result, a significant number abandon digital journeys and switch to phone calls or in person visits. This increases cost, slows service delivery and adds pressure to frontline teams. Incremental improvements are no longer enough. Governments need to reimagine entire service experiences from beginning to end.
Creating a true digital front door
A seamless and intuitive digital front door can accelerate impact. Services organised around real-life moments. such as caring for ageing parents or welcoming a new child, create clarity and reduce complexity.
Today, residents and workers both cite “not knowing where to begin” as a main barrier to accessing digital government services. Simple login and identity verification processes remain among the most valued components of any digital interaction with 41% of residents ranking a simple login among their top three priorities.
A unified digital entry point supported by integrated identity, authentication and data sharing can increase completion rates, reduce backlogs and strengthen confidence in government services.
AI as a force multiplier for human service
AI delivers its greatest value when it reinforces a simple principle: humans in the lead. Currently, 69% of public service workers feel that AI will reduce their workload by automating routine tasks. At the same time, 83% of residents say that having access to a human representative for addressing complex issues is important even if digital tools could automate most interactions.
This is not a contradiction. It is a model for high performing service delivery.
AI can route enquiries, analyse information and surface insights. According to workers, 42% of customer service interactions are simple queries that are easy to resolve – if these requests could be redirected to self-service channels, worker time could be redirected toward residents with complex needs.
Public servants can focus on judgment, empathy and decision making. When implemented responsibly, AI improves service quality, reduces cost to serve and increases workforce satisfaction while reinforcing the essential role of human expertise.
Transforming the workforce experience
Technology does not deliver outcomes. People do. While 70% of agencies are advanced in implementation of tools, only 35% are significantly upskilling their workforce to work aside these AI technologies – and even fewer, just 28%, seem to be delivering improved outcomes for residents. This limits impact and slows progress.
Experience-led transformation must extend to employees. Agencies that invest in continuous learning and human AI collaboration see stronger engagement, faster skill development and significantly lower attrition. 65% of public sector workers are optimistic that AI will help improve customer service experiences. In addition, less repetitive work links to higher job satisfaction and lower attrition. The workforce becomes more confident and capable, and service outcomes improve.
Trust as the foundation of adoption
Trust in government use of AI remains fragile. Less than half of residents are confident that their governments can use AI responsibly. Many residents are uncertain about how decisions are made and how AI is applied. Trust must be built intentionally through transparency, accountability and clear human oversight.
When residents understand how AI supports decision making without replacing human judgment, confidence increases. Clear communication, explainable processes and visible accountability create the conditions for meaningful adoption.
Experience as the path to sustained public value
Expectations will continue to rise. People no longer compare government services with other agencies; they compare them with their best private sector experiences. At the same time, governments are expected to deliver more with fewer resources.
Experience-led transformation enabled by AI provides a sustainable path forward. By designing services around people, supporting the workforce and embedding trust into every decision, governments can deliver simpler interactions, stronger relationships and lasting public value.
Read the report in full: https://www.accenture.com/sg-en/insights/public-service/experience-new-lens
Accenture were a platinum knowledge partner at this year’s Global Government Summit and Leaders Forum. Anita Puri delivered at keynote at the Leaders Forum 2026, and Benny Lee participated in the annual Global Government Summit meeting. You can register your interest for the 2027 event here.
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