Artificial intelligence transforms public administration and citizen engagement

The integration of artificial intelligence into public administration is driving a shift from making societies legible to making them predictable. While historical tools like censuses and registries allowed states to organize and understand populations, AI enables governments to identify patterns and estimate probable behaviors to guide decision-making.

However, a significant gap exists between government perception and citizen experience. According to the Twilio Connected Government Report 2026, 88% of government organizations rate their service quality as good or excellent, compared to only 44% of citizens. Furthermore, while 86% of organizations believe they are transparent regarding AI and personal data usage, only 50% of citizens agree.

There is a shared consensus on the need for expanded digital channels, as both governments and citizens recognize the demand for more communication options. Challenges remain in specific areas, such as email and SMS usage for reminders and emergency alerts, where government implementation lags behind citizen preferences.