AI adoption in government is increasing globally, but recent international data indicates that citizens are not yet experiencing proportional benefits.

A report by Accenture and the World Governments Summit Organisation analyzes how public administrations are using artificial intelligence across domains such as tax, welfare, licensing and healthcare. It introduces the Accenture AI Proactivity Index, a measurement framework assessing how effectively governments anticipate citizen needs, support frontline staff and build trust through AI.

The study is based on surveys of 7,250 residents and 4,100 public sector employees in 14 countries. The results indicate an “experience paradox”: AI investment and deployment are growing, yet satisfaction with digital public services is not increasing at the same rate.

Approximately 45% of residents report that digital government services still require improvement. Many administrations are applying AI to automate existing processes rather than redesigning services around user needs. Consequently, citizens often encounter faster versions of the same bureaucratic procedures instead of streamlined, user-centric services.

The report also identifies internal pressures within government. The proportion of public servants who feel empowered in their roles declined from 87% to 73% over three years. Only 35% of public entities offer structured upskilling for AI-enabled roles, and about one-third of employees identify a lack of skilled talent as a significant barrier to service improvement.

Trust is a central concern. Only 47% of surveyed residents say they trust their government to use AI responsibly. The report notes increasing demand for transparency mechanisms, including public registers of algorithms, clearer explanations of automated decisions and stronger protections for data use.

On the AI Proactivity Index, the United Arab Emirates, Saudi Arabia and Singapore are identified as leading performers. Their scores reflect sustained investment in digital infrastructure, data governance and workforce transformation. These governments are moving beyond basic automation toward “invisible government” services that operate in the background and reduce friction for users.

The authors conclude that technology spending alone is insufficient to close the satisfaction gap. They argue that leadership vision, structural reform and a focus on citizen experience are now key determinants of government performance in the AI era. The central issue is no longer whether to deploy AI, but whether it is applied in ways that make interactions with the state simpler, fairer and more trustworthy.