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Good practice Imported

Tonga's Public Service Commission Pilots an AI Chatbot for Internal Policy Guidance

Tonga · Nuku'alofa · See the Tonga profile · See the Nuku'alofa profile

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In November 2025, Tonga's Public Service Commission launched a pilot AI chatbot, built in-house with a Harvard student intern, to give HR and IT officers across 16 ministries instant, consistent answers on public-service policy questions.

Tonga's Public Service Commission Pilots an AI Chatbot for Internal Policy Guidance

Details

Promoter
Public Service Commission, Government of Tonga
Period
November 2025–present (pilot)
Keywords
public administration, human resources, internal government services, policy guidance

Description

On 22 November 2025, Tonga's Public Service Commission (PSC) briefed HR and IT officers from 16 government ministries on a new pilot AI chatbot designed to answer questions about public-service policy in real time, reducing the delays and inconsistent interpretations that come from routing every query through PSC staff.
The tool, hosted at psc-policy-search.com and linked from PSC's own website, was built during a two-month internship by Harvard student Molonai Hola working alongside PSC staff to align its answers with Tonga's actual policy frameworks and workflows, rather than importing an off-the-shelf commercial platform.
Deputy Chairperson Daniel Fale said the tool "could significantly enhance customer service not only for Ministries but ultimately for the Tongan public," and the PSC has framed it as one piece of a wider digital-government push that also includes the TongaPass digital ID and a planned central e-government portal.
As of the pilot briefing, the PSC had not published usage figures, accuracy rates, or user-satisfaction data — this is an early-stage, unevaluated pilot rather than a proven system, and its future scale-up is explicitly conditioned on feedback gathered "over coming months."

Read the full analysis: https://talanoaotonga.to/ai-chatbot-launched-to-streamline-public-service-policy-guidance/

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