Published on
January 31, 2026
Getting to the Five-Star Review: How Governments Can Use AI to Build Trusted Service at Digital Speed
- AI adoption is high, but measurable impact and satisfaction remain low.
- Proactive, people-centered AI use drives trust and better outcomes.
- Workforce enablement and transparency are critical to success.
Despite widespread AI experimentation, many residents still find digital government services frustrating—creating a growing credibility gap. This report shows that AI delivers real impact only when used proactively to anticipate needs, empower government employees, and design transparently. Experience-led transformation-not adoption alone-is the key to trusted, high-performing government services.
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