Public Service with Generative AI: Exploring Features and Applications

Digitalizing public administration is crucial for leveraging advanced technologies like artificial intelligence to improve governance and public service delivery. However, the impact of generative AI on government operations is still uncertain, highlighting the need for further exploration of its potential benefits. Empirical research on the adoption of generative AI in the public sector has been slow, with limited consolidation of findings so far. Recently, generative AI has emerged with the potential to transform governmental operations by revolutionizing public sector systems and optimizing various functions. This study aims to identify the key features and applications of generative AI, assess its potential benefits and challenges, and offer strategic insights and recommendations for stakeholders to effectively integrate generative AI into the public sector. Our findings suggest that generative AI can streamline workflows, increase efficiency, and enhance decision-making. This study contributes to a clearer understanding of the role of generative AI in government, facilitating its smoother integration and more effective use in public sector settings.