The AI-amplified future of work in government service delivery
AI can make operations more efficient, ease workloads, and help governments do more with less in an era of rising demand
Article
•
2-min read
•
24 September 2025
•
Deloitte Center for Government Insights
The government’s service delivery function is often the first point of interaction between government and its constituents, and, for many, it represents the face of the government. Effective service delivery demands responsiveness, which can be challenging as structural issues (aging society, for example) drive up the demand for services. This can be particularly challenging when government agencies might be fiscally constrained. In such a landscape, artificial intelligence can help governments do more with less.
AI chatbots can handle routine customer inquiries 24/7, freeing up human agents to tackle more complex issues. AI-enabled predictive analytics can pinpoint potential service bottlenecks before they become crises, helping prevent service disruptions. AI technologies can also personalize interactions and tailor services to customer needs and preferences. This can help boost citizen satisfaction and ultimately increase trust in government. Additionally, automating manual processes can help improve worker satisfaction by reducing workloads and stress.
Although public service delivery encompasses a wide variety of jobs, common tasks such as data entry, eligibility verification, documentation, follow-up actions, customer service requests, and compliance reporting are found across many roles.
How can AI change the government case manager role?
Let’s dive deeper into how AI technologies can reshape how government delivers services, through the example of the case manager role. Click through the slides below or download the complete PDF.
What’s next?
As AI continues to transform service delivery, new roles are expected to emerge that focus on cross-sector collaboration and knowledge-sharing. One such future role could be the bridgebuilder, a specialist who could connect stakeholders across government agencies and sectors to enhance service outcomes. What might this brand-new look like?
The bridgebuilder: A possible future role in public service delivery
- Mission: Bridgebuilders could foster collaboration across governmental and sectoral lines, identifying synergies that drive better service delivery and problem-solving.
- Key responsibilities may include:
- Establishing cross-agency partnerships to create more integrated and efficient public services.
- Identifying interdependencies between programs and processes to engage with the right partners when important decisions are being made to ensure comprehensive solutions.
- Promoting a culture of data- and knowledge-sharing, using gen AI tools to make tacit knowledge more accessible.
- Creating links across government where existing structures and processes may fall short and cross-pollinate ideas to advance innovation in service delivery models.
On-the-job impact
Sam, a bridgebuilder working with a local human services department, is looking to improve seniors’ access to food and groceries in a small community. Heavy snow and transit shutdowns this winter have made it challenging for seniors living alone to venture out to get food and groceries. Sam reaches out to his contact at a local nonprofit, who shares an example of a similar situation in another state where the city sent mini charter buses to take seniors to grocery stores, preserving their independence. Grateful for the tip, he reaches out to the managers responsible for the program so the team can learn more about their approach and empower his delivery partners in the field to tailor it to community needs. He also makes a note to share their success story and results within his network.
Continue the conversation
Meet the industry leader
William D. Eggers
Executive director | Deloitte Center for Government Insights
By
Adithi Pandit
New Zealand
Josh Hjartarson
Canada
Tiffany Fishman
United States
Cover image by: Jaime Austin; Getty Images
Visit the Deloitte Center for Government Insights
Access more insights for the defense, security and justice, government health care, state and local government, transportation and infrastructure, human services, and higher education sectors.