50% of public service organisations set to use GenAI soon: EY survey

Public organisations recognise that Gen AI will improve the citizen experience and serve as a catalyst to drive innovation

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About half of India’s government and public service organisations are ready to implement their first Generative Artificial Intelligence (GenAI) solution within the next year, according to a new survey. They believe that this adoption will enhance automation, improve policy analysis and promote transparency in the public sector.

The survey, conducted by EY, also revealed that GenAI is soon to be deployed by government and public sector (GPS) organisations to enhance the delivery of public services and policymaking.

It was found that 61 per cent of GPS organisations believe that Gen AI will enhance the citizen experience, while 67 per cent think it will act as a catalyst to drive innovation.

Anurag Dua, partner and leader of Public Finance Management at EY India said, “Governments across the globe are leveraging Gen AI as a major driver for economic growth and job creation. Similarly, the Indian government has identified AI as a key strategic technology and has also launched the National AI Strategy and other initiatives to promote AI adoption.”

The survey further shows that 30 per cent of the organisations believed GenAI would increase productivity, and only 9 per cent felt that the technology would lead to job displacement due to automation.

The industry also strongly demands a regulatory framework on artificial intelligence, with approximately 76 per cent of GPS organisations proposing government action for its establishment. The major challenges that organisations face in adopting Gen AI are data privacy, skill gaps, and the lack of clear use cases, the study reveals.

“Gen AI enables smarter governance and fosters innovation in public service delivery. To maximise the benefits of Gen AI, our talent needs to be skilled in new-age technologies and continue our position as a global leader in tech talent,” said Dua.