50% of Indian govt. & public services to adopt Gen AI in a year: EY survey

A recent survey conducted by EY reveals that approximately half of government and public service organizations (GPS) in India are gearing up to implement their initial Generative Artificial Intelligence (Gen AI) solution within the next year. This shift is anticipated to bring about significant transformations across various governmental departments and functions, encompassing data-driven decision-making, improved citizen engagement and service accessibility, and overall process efficiencies.

EY India highlights the substantial potential of Gen AI to revolutionize the GPS sector by automating tasks, facilitating policy analysis, and fostering transparency. The integration of Gen AI is poised to elevate government service delivery, leading to enhanced efficiency, accessibility, and citizen-centric services, aligning with global trends where governments worldwide are embracing Gen AI to streamline administrative processes and leverage data-driven insights for informed decision-making.

According to the survey findings, a majority (61%) of GPS organizations believe that Gen AI will enhance the citizen experience, with 67% viewing it as a catalyst for driving innovation. Additionally, 30% anticipate an increase in productivity, while concerns regarding job displacement due to automation remain relatively low at 9%.

Despite the promising prospects, GPS organizations encounter challenges in adopting Gen AI, particularly in areas such as data privacy (48%), skill gaps (36%), and ambiguous use cases (26%). Addressing these challenges, the survey emphasizes the importance of establishing a regulatory framework, supported by 76% of GPS organizations.

Anurag Dua, Partner and Leader of Public Finance Management at EY India, underscores the pivotal role of Gen AI in promoting smarter governance and fostering innovation in public service delivery. Dua emphasizes the necessity for cultivating talent proficient in new-age technologies to maximize the benefits of Gen AI and sustain India’s position as a global leader in tech talent.