In a recent national survey, more than half of respondents said they believe the use of generative artificial intelligence is “important” to improve services provided by government agencies, such as health benefits and automotive services.
The results, released Thursday, follow an annual survey by accounting firm KPMG conducted last April that asked 1,100 U.S. adults about their personal finances, the economy and their views on the economy and government. Only 30% said they thought government agencies were using technology appropriately to improve services.
In larger cities, even fewer respondents said their local government is using technology well: 24% in Boston and 23% in the San Francisco Bay Area.
New Yorkers responded more positively than the national average, with 34% approving. New Yorkers also reported higher expectations for generative AI than the national average: 60% in New York said generative AI could improve Department of Motor Vehicle service, health care benefits, and consumer complaint management.
When asked about cybersecurity, 54% said they were more concerned about a potential data breach at a government agency than at a private company.
The survey also revealed generational differences: 46% of Gen Z and 37% of millennials say government agencies are doing a good job of using technology to improve interactions with citizens, while only 23% of Gen X and 25% of baby boomers feel the same way.
“Embracing technology is no longer an option but a vital imperative for government agencies,” KPMG executive director Lorna Stark said in the research report. “In a time of constant change and rising public expectations, leveraging technology is key to delivering efficient and effective public services. Embracing emerging technologies such as GenAI can help government agencies increase transparency, streamline operations and improve public engagement.”
