The role of data and AI in digital governance

The discussions at Government Data + AI Summit, part of Government Transformation Week, highlighted the transformative potential of data and AI in modern governance.

Trust, pro-active digital infrastructure, interoperability, personalisation and cybersecurity were identified as pivotal components in creating a public sector that is both efficient and responsive to citizen needs.

Trust as a cornerstone of digital public service success

Trust is a fundamental pillar that underpins the successful adoption of digital public services.  Recent studies (see here and here) shows that citizens are willing to entrust their personal data to private companies like Amazon and Netflix, demonstrating a high level of confidence in well-designed, transparent, user-centric platforms.

This sets a positive benchmark for governments, who have the opportunity to not only match but exceed these expectations by delivering services with the same level of efficiency, transparency, and personalisation, fostering even greater trust and engagement.

From reactive to proactive digital services with AI-enabled personalisation 

Proactive public services are increasingly seen as the next frontier in digital government. Estonia’s proactive parental benefits program illustrates this concept effectively.

Instead of requiring new parents to submit applications, the system uses existing data to automatically assess eligibility and offer benefits directly from the government side. This shift to proactive governance alleviates the administrative burden on citizens while increasing service accessibility.

The benefits of proactive services extend to other areas, such as employment support.  Effective proactive services rely on personalisation as a key component.

Personalisation, in turn, can be significantly enhanced by leveraging AI models. These models can, for example, identify individuals who may need specific services or determine the types of services that would best meet their needs. 

For example, Estonia’s Unemployment Fund leverages AI to predict which individuals are at a high risk of long-term unemployment, enabling caseworkers to allocate resources more effectively.

According to the discussions at the summit, such data-driven interventions could prevent social issues from escalating, thereby reducing costs and fostering a more resilient society. By employing AI to predict and anticipate citizen needs, governments can create a more responsive, efficient public sector.

Advancing AI readiness

For governments seeking to navigate the complexities of digital transformation, a structured approach is essential. The AI maturity matrix, created by Nortal, offers a model for assessing and advancing AI readiness. 

The matrix evaluates key elements such as data maturity, infrastructure unitarisation, AI expertise and skillset, strategy and leadership, support, ethics & compliance and risks allowing governmental organizations to assess current state and identify types of AI projects they will be able to conduct given this state. By following this roadmap, public sector organizations can incrementally enhance their digital citizen services, moving from basic online functionalities to a fully mature, AI-driven ecosystem.

Conclusion

The right data foundations provide the necessary tools and frameworks to drive technical innovation, foster citizen trust, and ensure policy alignment - three essential pillars for achieving sustainable and impactful digital transformation.

Technical innovation relies on leveraging data to enable proactive, personalised public services. By employing AI models, governments can anticipate and meet citizen needs more effectively.

Secondly, social acceptance hinges on fostering trust, transparency, and security in digital services. Citizens are already demonstrating confidence in private service providers. Governments have an opportunity to not only match but exceed these standards, ensuring data privacy and transparency to build deeper trust and engagement with public services.

Finally, policy alignment ensures that technological advancements are interoperable and respect citizen control over their data. Tools such as Nortal’s AI maturity matrix provide a structured framework for governments to assess their readiness and create strategies that align technology with policy objectives. By doing so, they ensure a balanced approach to innovation that mitigates risks while enhancing collaboration across systems.

By building these data foundations, governments can transition from reactive to proactive governance, delivering efficient, transparent, and citizen-centric services.