How AI-powered experiences can deliver citizen and patient outcomes

Citizens and patients increasingly expect simple, digital ways to interact with government and healthcare services. 60% of citizens prefer automated self-service, and 93% of patients want digital management options. The question is: how do agencies meet this demand?

This IDC analyst brief outlines why AI and automation are central to delivering modern, efficient, and personalised digital experiences.

These technologies help departments provide context-aware, responsive interactions that guide users to the right information and resolve enquiries more quickly. By connecting systems, data, and workflows, agencies can better understand needs and improve service delivery at scale.

The benefits include:

• Higher citizen and patient satisfaction
• More personalised, consistent engagement
• Faster, more accurate services at lower operational cost

Read the brief to learn how AI and automation can elevate citizen experience and improve operational efficiency