Can AI help SA’s govt eliminate slow service and unclear processes

1 min read
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South Africans aren’t the only ones frustrated with the government and its service delivery. In fact, this is a common experience on a global level.

But, new research from Salesforce shows that artificial intelligence (AI) could help fix many frustrations people have with their government services.

According to the study, 40% of people worldwide struggle to get help from the government, but 90% said they’re open to using AI to make things easier.

Read: 9 months later: Is the energy crisis over in South Africa?

Why AI could help

The study found that many people don’t know what services or assistance programs are available to them. Fewer than half of the respondents said it’s easy to find this information. Some of the biggest improvements people want include fewer steps to get help and faster responses to their questions.

Salesforces says that AI could make government services quicker and simpler by working 24/7, answering questions, and helping people navigate government processes like filling out forms or applying for assistance.

Salesforce’s public sector expert, Nasi Jazayeri, said AI offers governments a chance to rebuild trust. “AI can help streamline and scale services, so governments meet the needs of their people more effectively,” he explained.

How people feel about AI in government

Globally, people in countries like Brazil, Spain, Singapore, and Italy are the most excited to use AI for public services. In South Africa, where slow service and unclear processes seem to be a norm, AI is poised to make a big difference.

According to the study, when asked what they value most in an AI-powered system, people said they want:

Access to services and information 24/7.

Easier ways to get government help.

Even in countries like Germany and the US, 1 in 5 people said they’d gladly use AI to fill out government forms or file their taxes.

A chance to do better

The study shows AI is a chance for governments to improve service delivery without adding more staff. By using AI, governments could respond faster, reduce frustrations, and give people a better experience when they need help.

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Devina Haripersad Business Journalist
Devina is a passionate journalist covering the business beat, with a knack for uncovering the story behind the numbers. When she’s not exploring the latest developments in business and politics, Devina unwinds with long cardio sessions and sharing memes with friends who don't always get her dark sense of humour.

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