AI has the potential to completely transform the landscape of the U.S. public services sector by enhancing efficiency, accessibility, and effectiveness, thereby changing the way public services are planned, delivered, and experienced.
The U.S. Government has embraced technology, accelerating its adoption of artificial intelligence (AI). Between 2023 and 2024, the number of federal AI use cases tripled from 710 to 2133. This growth is set to continue with the new administration announcing a $500 billion investment in AI infrastructure, marking the largest project of its kind in history.
AI integration extends beyond the federal government, as state and local agencies increasingly leverage AI tools to enhance operations and service delivery. A 2024 survey of 445 government employees revealed that 51 percent used an AI application daily or multiple times a week. AI systems not only improve efficiency but also support data-driven decision-making and predictive policy analysis.
In service of the greater good
AI has the potential to completely transform the landscape of the U.S. public services sector by enhancing efficiency, accessibility, and effectiveness, thereby changing the way public services are planned, delivered, and experienced. Tools, especially those based on generative AI, are enabling users with unprecedented data and content capabilities to enhance efficiency and the distribution of citizen services. Solutions, such as chatbots and smart assistants, are offering 24/7 access to public services, helping people resolve issues, understand procedures, or even fill out application forms.
There are endless possibilities for leveraging AI tools and technologies for the public good. Machine learning algorithms can process weather information to provide timely insights to farmers. AI can simplify tax filing for citizens. Amtrak is investing in AI to upgrade infrastructure and elevate the railway passenger experience. But for government agencies, AI is, above all, a powerful tool for ensuring equitable outcomes in areas such as healthcare and education:
AI improves diagnostics and patient care in public healthcare: The Department of Health and Human Services (HHS) accounted for the largest number of federal AI use cases in 2024: 271 out of 2133. By improving everything from diagnostics to patient care to resource utilization, AI is revolutionizing the delivery of public healthcare. Processing massive volumes of information, including medical imaging data, to identify patterns at a speed and accuracy beyond the capability of human beings, AI models are enabling faster and sharper diagnoses in even complex ailments, such as cancer, cardiovascular disease, and neurological disorders. They can also optimize healthcare resource allocation by analyzing patient traffic, hospital capacities, and treatment outcomes. AI tools guide healthcare providers on how to allocate resources so that the most critical public health needs are met. A great example of how to use AI in public healthcare comes from the Department of Veteran Affairs, which is leveraging the technology to better cater to the special needs of veterans. The Department has already begun to operationalize 40 of the 100-plus identified use cases, which include automating triage and scheduling, connecting veterans to faster and better care, and preventing suicide. The streamlining of care with technology has significantly improved the healthcare experience of veterans by reducing the average wait time for consultation from more than ten days to just below eight and improving access to night and weekend clinics.
AI improves accessibility and personalization in education: AI-powered tools analyze the learning pattern of every student and, based on that, tailor content and assessment to meet individual needs. Adaptive learning platforms enabled by AI are spreading education and inclusivity by making learning accessible to students living in remote locations or belonging to underserved and at-risk communities. Specialized AI tools also help learners with disabilities access educational opportunities. Advances in natural language processing are catering to multilingual learners and non-native English speakers.
The U.S. Department of Education is supporting the use of technology in education by working closely with stakeholders, such as teachers, researchers, policymakers, technology providers, community organizations, and students, to provide guidance on how to use the latest AI solutions to maximize outcomes, while avoiding risks, such as breach of data security and privacy, inaccurate or biased algorithmic outputs, and unethical usage by learners.
AI prevents identity theft and other types of fraud: The government is also using AI in fraud prevention. Machine learning and predictive analytics models can detect unusual patterns of activity in real time, enabling agencies to act quickly and curtail damage. For example, the Social Security Administration has implemented a Representative Payee Misuse Model, which identifies potential cases of representative payee fraud that are taken up for further review. AI tools also help to secure public sector and citizen data against attackers seeking to exploit such information for nefarious purposes.
See also: Improved Service Delivery Drives AIOps Use in Government
Imperatives for AI in public services
While on the subject of ethics, ensuring that AI is used responsibly and fairly in public services should figure among the government’s biggest priorities. Government agencies should address issues such as algorithmic bias by investing in high-quality data – data that is clean, complete, consistent, diverse, and fair. They also need to establish regulatory mechanisms to ensure transparency, fairness, and accountability in AI models. There needs to be a strong focus on governance, adherence to ethical principles and practices, and collaboration both within the government and with the private sector.
The U.S. government is actively working to balance AI’s risks and opportunities. Agencies are strengthening infrastructure to ensure AI security and reliability while assessing real-world implications and developing governance frameworks. The government collaborates closely with allies and partners to create an international policy environment and improve AI governance and trustworthiness. The Department of State engages in bilateral and multilateral discussions to promote responsible AI development and deployment.
In conclusion
AI adoption in the U.S. Government is accelerating, enhancing operational efficiency and improving public services in healthcare, education, and cybersecurity. However, realizing AI’s full potential requires robust governance, policymaking, and collaboration between the public and private sectors. By proactively addressing AI’s challenges, the government can harness its power to create a more equitable and efficient society. That calls for strong governance, policymaking, and widespread collaboration with public and private entities.
