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How public bodies deploy AI in services people actually use — the wins and the cautions.
Evaluated cases of artificial intelligence in citizen-facing public services: chatbots, triage, eligibility and benefits — including the cautionary failures. A lens for public-sector teams weighing an AI deployment honestly.
Sources: AI in Education · AI in the Public Sector
How many collected practices carry evidence for each of the project's value sources — surfacing where the design has thin precedent.
| Value source | Practices with evidence |
|---|---|
| transferability | 39 / 42 |
| inclusiveness | 0 / 42 |
| innovation | 0 / 42 |
In June 2023 HKU's Senate named GenAI a "fifth literacy" and gave every student and staff member free …
On 7 April 2025, Kuwait's Ministry of Education launched 'Chat with Hamad', a multilingual AI assistant giving students, …
At Dushanbe's AI CONF, Tajikistan's Ministry of Industry agreed with Perplexity AI and Epsilon3.ai to pilot Comet, billed …
Côte d'Ivoire's government launched EMY 101, an AI chatbot reachable via WhatsApp, Messenger and a toll-free line, giving …
Suriname embedded an AI chatbot in its new e-visa platform to answer applicants' questions automatically — but at …
Uzbekistan's Ministry of Justice built LexAI, the country's first state-run legal AI assistant, analysing 34,000+ regulatory documents to …
The UK's DWP ran a six-month Microsoft 365 Copilot trial with a genuine comparison group of non-users. Copilot …
India's MeitY-run BHASHINI mission gives citizens AI speech/text translation across 22 languages, embedded in e-Shram, Defence Production and …
Georgia's Ministry built a Teams-based national school-administration and distance-learning platform, with a chatbot answering 1,177 users; the wider …
Nigeria partnered with Meta to launch GovGuide, a generative-AI chatbot in English, Hausa, Igbo and Yoruba meant to …
Panama's Health Ministry launched Dr. R.O.S.A., a WhatsApp/phone AI chatbot that screened citizens for COVID-19 symptoms and logged …
TNO's second annual census of generative-AI use across Dutch government found applications grew from 8 in 2024 to …
Canada's IRCC uses an AI eligibility model to triage and auto-approve routine IEC work permits. Launched Nov 2023 …
Kuwait's Ministry of Finance launched TRASUL+ in June 2025, described as the government sector's first AI-driven correspondence system, …
Officials in East Jakarta used an AI-generated 'after' photo to falsely claim a resident's illegal-parking complaint on the …
Chile's Municipality of Renca launched Rencat, a 24/7 AI virtual assistant built by Argentine vendor BotMaker (creator of …
The UK's Government Digital Service piloted GOV.UK Chat, a retrieval-augmented generative-AI assistant answering citizens' tax, benefits and visa …
Rwanda's RISA-run IremboGov platform, now covering 223 government services, added a Kinyarwanda/English/French AI chatbot for citizen support; independent …
Kazakhstan's AI Ministry began testing AlemGPT in January 2026 — a ChatGPT-style assistant meant to let citizens complete …
AI4Bharat, OpenNyAI and Microsoft Research built Jugalbandi, a WhatsApp/Telegram chatbot using Bhashini speech AI and GPT-4 to explain …
Bogotá's WhatsApp-based AI assistant Chatico logged 3.6M+ conversations since 2023, handled 1.6M queries during a water-rationing crisis, and …
SDAIA's Estishraf platform applies AI to generate predictive indicators for Saudi government planning; it won a 2026 UN …
Under a 2025-2027 professional development programme, Moldova's e-Government Agency and partners trained over 1,000 civil servants in generative-AI …
Hong Kong's Digital Policy Office and the HKGAI research centre built HKPilot (document drafting/translation) and HKMeeting (AI minute-taking) …
Since ~2018, Flanders' employment service VDAB has used a Random Forest ML model, "Next-Step", to predict jobseekers' re-employment …
Costa Rica's Poder Judicial has run ChatbotPJ since 2018 to answer routine questions and, since 2023, judicial-collection case …
A Polish academic-government consortium built PLLuM, a homegrown LLM, piloted in Częstochowa from August 2025 and rolled into …
Hanoi's Public Administration Service Center began piloting an AI hotline, chatbot, app and kiosk network (19001009) in March …
Ghana Health Service and Jacaranda Health adapted Kenya's decade-old PROMPTS platform into 'Nurse Mary,' an AI-triaged two-way SMS …
A Bhutanese student-founded startup sells a low-cost chatbot to three government bodies, but reported usage is as low …
Botswana's police deployed an AI-enabled CCTV/facial-recognition network of 1,000+ cameras across two cities at a cost of billions …
USTDA funds Vanuatu's Meteorology Dept to pilot Tomorrow.io's AI/ML weather platform for cyclone forecasting, announced September 2024 under …
Estonia's Government Office runs Eesti.ai, approving 15 public-sector AI projects by April 2026 atop 130+ existing deployments. OECD's …
ASIN, Benin's digital agency, built GPT-BJ, a sovereign AI chatbot trained on the country's tax, digital, labour and …
Zimbabwe's Ministry of Local Government launched a WhatsApp platform where residents anonymously rate councils on 8 service areas; …
India's Central TB Division has deployed the AI tool DeepCXR to flag tuberculosis on chest X-rays across 8 …
DEWA's bilingual AI assistant Rammas has answered millions of utility-service enquiries via web, app, WhatsApp, Alexa and Instagram …
Butwal Sub-Metropolitan City launched Nepal's first municipal government AI chatbot to help residents access local service information; the …
President Irfaan Ali announced AskGov, a 24/7 generative-AI assistant for Guyanese government services such as license renewals and …
Canada's Translation Bureau built GCtranslate, trained on an 8-billion-word bilingual corpus; a departmental pilot translated 60M+ words in …
Austria bundled five concrete AI tools, led by the sovereign GovGPT assistant for 180,000 federal employees, under one …
Vietnam's VNeID uses AI facial-recognition and data-matching to verify identity and route welfare payments: 83.5 million accounts, 2.1 …
Open full copilot Grounded in cited practices — always check the sources.