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1、Trust Imperative 4.02024 Australia and New Zealand ReportGenAI The Trust Multiplierfor GovernmentBoston Consulting Group(BCG)is a global management consulting firm and the worlds leading advisor on business strategy.We partner with clients from the public,private,and not-for-profit sectors in all re

2、gions to identify their highest-value opportunities,address their most critical challenges,and transform their enterprises.Founded in 1963,BCG is a private company with 90+offices in more than 50 countries.The BCG Center for Digital Government is a multidisciplinary team of more than 350 digital tra

3、nsformation experts in 30 countries,who are passionate about helping governments deliver impact through digital.We bring together capabilities in digital strategy,artificial intelligence and data analytics,digital design and delivery,alongside deep expertise across sectors.For more information,pleas

4、e visit Salesforce is the#1 AI CRM(customer relationship management),helping companies drive customer success,productivity,efficiency and innovation with its formula of CRM+AI+Data+Trust.Founded in 1999,Salesforce enables companies of every size and industry to take advantage of powerful technologie

5、s cloud,artificial intelligence,mobile,social,and internet of things to connect to their customers in a whole new way.It does this responsibly and ethicallywith trust at the centre of everything.The Salesforce Customer 360 is the worlds#1 AI CRM,helping companies build stronger customer relationship

6、s,drive faster time to value,and innovate with every technology wave,all on a single trusted platform,Einstein 1.Salesforce is ranked#1 on Fortunes Worlds Best Workplaces list,and Forbes has ranked the company as one of the worlds most innovative companies for eight years in a row.For more informati

7、on,please visit citizens perspective from Australia and New Zealand on how responsible adoption of GenAI can improve government service delivery and multiply trust.2About this report This is the fourth report in our Trust Imperative Series,which examines the relationship between online government se

8、rvice delivery and citizen trust.Since 2020,BCG and Salesforce have collaborated to produce the Trust Imperative series of reports.They explore citizens expectations and satisfaction with digital government services and the effect they have on trust in government.This year,our research again explore

9、s the evolution in usage and satisfaction with online government services,and includes a deep dive into citizens attitudes towards government use of artificial intelligence(AI),particularly Generative AI(GenAI).This research draws on BCGs 2024 Digital Government Citizen Survey(DGCS),which captures t

10、he perspectives of 41,300+regular internet users across 48 countries.It includes responses from 4,800+citizens from Australia and New Zealand(A/NZ).The BCG DGCS,which is conducted every two years,is the most comprehensive and longest-running voice of the citizen survey on digital government in the w

11、orld.We also conducted interviews and gathered qualitative input from 18+global experts in digital government and service delivery from BCG,Salesforce and externally.This report is divided into four sections:Section 1:The Expectations Gap reveals insights on customer expectations of online governmen

12、t services,and their actual experiences and level of satisfaction.Section 2:The GenAI Imperative explores the potential impact of GenAI in government and the possible effects on the relationship between the quality of service delivery and trust in government.Section 3:The Citizens Perspective on Gen

13、AI in Government looks at citizens attitudes towards the use of AI and GenAI in government,the perceived benefits and risks,trust in government to use AI responsibly,and factors that might build or erode this trust.Section 4:The GenAI Roadmap for Government examines how government can establish the

14、necessary pre-requisites to use GenAI responsibly and deliver better,more innovative online government services.3What is AI?Artificial Intelligence(AI)refers to the use of computer systems to perform tasks traditionally associated with requiring human intelligence,such as learning,reasoning,problem-

15、solving and language.What is GenAI?Generative AI is a type of AI that uses foundational,multi-modal models and can generate novel content,including text,images,and audio/video,and supports interaction using natural language prompts.Note:This is a GenAI generated image.4Executive Summary BCG and Sale

16、sforce surveyed more than 4,800 internet users across Australia and New Zealand(A/NZ)and sought input from 18+global experts to understand online government service delivery trends.This report presents the citizens perspective from Australia and New Zealand on how responsible adoption of GenAI can i

17、mprove government service delivery and multiply trust.Satisfaction with online government services has improved Over the past two years,net satisfaction with online government services increased by 7 percentage points in Australia(from 67 per cent to 74 per cent)and 9 percentage points in New Zealan

18、d(from 66 per cent to 75 per cent).However,net satisfaction is still lower than the historical highs of 83 per cent across both countries in 2016.Satisfaction has also converged across the states and territories,with our data showing only minor differences between jurisdictions.Expectations are high

19、Service quality expectations remained high,with 74 per cent of respondents saying the quality of online government services should be as good the worlds best private sector institutions and global digital leaders.Over the past two years,the proportion of respondents in A/NZ who said that the quality

20、 of online government services at least matched those provided by private sector has increased 4 percentage points(from 83 to 87 per cent).However,the proportion of respondents who said that the quality of online government services was better or much better has dropped by 9 percentage points(from 4

21、4 to 35 per cent).GenAI could become a force multiplier for increased trust in governmentPrevious instalments of the Trust Imperative series(2020 and 2022)provided empirical evidence of the direct relationship between the customer experience and citizens trust in government.In our 2020 survey,84 per

22、 cent of A/NZ respondents told us that having great customer experiences when using online government services increases trust and confidence in government.Similarly,86 per cent of respondents said poor customer experience erodes trust.If deployed well,with the appropriate responsible AI guardrails

23、in place,GenAI presents significant opportunities to make government services more accessible,personalised,and seamless and,in doing so,could enhance and build trust.5Note:This is a GenAI generated image.6Citizens are optimistically cautious about GenAICitizens are remarkably open to government usin

24、g GenAI,with 75 per cent of respondents saying they were comfortable with GenAI-powered government services,provided there were and levels of human oversight.Furthermore,a majority of respondents said that they would be comfortable with government using GenAI for 7 out of the 9 use cases presented.T

25、hose use cases mainly focused on delivering better service experiences or internal government operations.They were uncomfortable with GenAI being used for decision-making or sentiment monitoring.Respondents were evenly divided on whether they trust government to use AI responsibly and whether the be

26、nefits outweigh the risks.Our data showed that familiarity with GenAI is still low,with only 23 per cent of respondents using GenAI at least once a week.However,those with the highest level of AI knowledge were four times more likely than those with a basic knowledge of AI to say the benefits are gr

27、eater than the risks,and 15 times more likely than those with no knowledge of AI.Increased awareness,education and adoption will be critical prerequisites for increasing trust and acceptance of AI.The top three factors that respondents said would increase their trust in government use of AI were 1)s

28、pecific laws and regulations on how it can be used,2)rules to safeguard personal information,and 3)disclosure when it is used.The GenAI roadmap for government 1.Get started now:Learn by doing and build the internal capabilities to innovate and scale,particularly investing in people and skills,and cr

29、itical data and technology platforms.2.Establish the prerequisites for trust:Adopt responsible AI governance and promote a responsible AI culture.Commit to accountability and transparency on the use,purpose and benefits,risks and mitigation strategies,reporting on performance,and addressing AI lapse

30、s forthrightly.3.Lead in AI innovation:Foster innovation by building national AI competence and literacy,lead in responsible AI research,innovation and collaboration,and encourage responsible AI practices across industry value chains.Section 1:The Expectations GapExhibit 1:Net satisfaction with digi

31、tal government services is similar across A/NZ-4%-4%-4%-4%-4%-4%-3%-4%-3%-6%-2%-1%-1%-1%-1%-1%-2%-2%-3%-4%-1%-1%-1%-1%-1%-1%-1%-1%-2%-1%19%19%13%17%18%20%20%20%17%18%39%40%42%40%39%39%39%38%41%35%22%22%28%24%23%22%20%22%20%23%Western AustraliaNew South WalesSouth AustraliaAustralian Capital Territor

32、yVictoriaNew ZealandNorthern TerritoryAustraliaTasmaniaQueenslandExtremely dissatisfiedRather dissatisfiedSatisfiedDissatisfiedExtremely satisfiedRather satisfiedAustralian StatesNet Satisfaction%174%75%77%76%75%75%74%74%71%66%RespondentsQ:How satisfied or not are you with the use of the internet in

33、 delivering each of the following government services(27 services)?User selects option for government services that they have used before(services used selected in previous survey question),response options for each service:1.Extremely dissatisfied 2.Dissatisfied 3.Rather dissatisfied 4.Neither sati

34、sfied or not 5.Rather satisfied 6.Satisfied 7.Extremely satisfied.%Net satisfaction=Total%who selected 5,6 and 7 minus 1,2 and 3.Responses for 4 are not shown,totals do not add to 100 percentSource:2024 BCG/SF.com ANZ Digital Government SurveySatisfaction with online government services has improved

35、Over the past two years,net satisfaction with online government services increased by 7 percentage points in Australia(from 67 per cent to 74 per cent)and 9 percentage points in New Zealand(from 66 per cent to 75 per cent).Net satisfaction increased in all A/NZ regions,including Western Australia(+1

36、1 points),Victoria and Queensland(+8 points),South Australia(+6 points),and New South Wales(+5 points).However,net satisfaction is still lower than the historical highs of 83 per cent in both Australia and New Zealand in 2016.Net satisfaction has also converged across Australias states and territori

37、es,with our data showing only minor differences between jurisdictions,and no clear frontrunners.The Australian Capital Territory had the highest satisfaction at 77 per cent.Most states and territories scored a net satisfaction rating between 74 per cent and 76 per cent.Tasmania and the Northern Terr

38、itory had slightly lower satisfaction rates at 66 per cent and 71 per cent,respectively.7Exhibit 2:74 percent of A/NZ respondents expect the quality of online government services to match the best private sector institutions and global digital leadersNew Zealand59%54%56%16%18%17%19%20%22%20242022202

39、0%RespondentsQ:In your opinion,to what quality standard do you think online government services should be delivered,in terms of speed,convenience,ease of access,personalisation,etc.?Response options:1.Similar to global digital leaders;such as Apple,Google,Uber,Spotify,Amazon,Alibaba,Tencent,JD.com,B

40、aidu,Jumia,2.Similar to best private sector institutions;such as banks,airlines,telcos,retailers etc.3.Similar to the best online government services in the world 4.My expectation is lower than any of the above.Note:percentages rounded to nearest whole number.Source:2020,2022 and 2024 BCG/SF.com ANZ

41、 Digital Government Survey75%73%51%48%51%24%24%24%19%21%19%202020222024%RespondentsAustraliaSimilar to the best online government services in the worldSimilar to digital global leaders(e.g.,Apple,Google,Uber,etc)Similar to best private sector institutions(e.g.,banks,airlines,telcos,etc)YearYear8Expe

42、ctations are highCitizens expectations regarding the quality of online government service delivery are high and have remained consistently high over time.They continue to be shaped and influenced by their everyday interactions with the worlds leading digital organisations.In our survey,74 per cent o

43、f respondents across A/NZ expected the quality of online government services to be similar to services offered by the best private sector organisations or those of global digital leaders.A further 21 per cent expected them to be as good as the best online government services in the world(19 per cent

44、 in Australia and 22 per cent in New Zealand).9If governments online service is slow,it implies that the systems behind the scenes are bad and I lose trust and confidence that my data is safe and secure.AnonymousOver the past two years,the proportion of respondents in A/NZ who rated the quality of g

45、overnment services as similar on average to those provided by the private sector has risen from 83 per cent to 87 per cent(+4 percentage points),which suggests the quality of online government services is improving.However,the proportion of respondents who said that the quality of online government

46、services were better or much better than the private sector has dropped by 9 percentage points,from 44 per cent to 35 per cent.The challenge for government is how to continue meeting the high expectations of citizens,which are set by the continuous service delivery innovation of the best private sec

47、tor organisations and global digital leaders.Note:This is a GenAI generated image.Exhibit 3:Percentage of A/NZ respondents who say the quality of government services are better than the private sector has decreasedWhen comparing your most recent online experience with a government transaction,how do

48、es this compare with your typical experience with private sector services?E.g.,in terms of speed,convenience,ease of access,personalisation.Response options:Government transaction was.1.Much better 2.Somewhat better 3.Government transaction and private sector were about the same 4.Somewhat worse,5.M

49、uch worse.Respondents who selected worse or much worse not shown.Source:2020,2022,2024 BCG/SF.com ANZ Digital Government Survey25%39%202212%23%20%202419%202040%24%84%83%87%52%Much better than private sectorSomewhat better than private sectorAbout the same as private sector%Respondents35%(-9ppts)44%(

50、+/-0 ppt)39%(-1 ppt)52%(+13ppt)Simple user experience issues remain62 per cent of A/NZ respondents said they experienced problems when using online government services in the past two years,and this number has been increasing steadily since 2016,when 45 per cent of Australian respondents and 49 per

51、cent of New Zealand respondents reported the same.In 2024,the most common problems were lengthy and difficult processes,remembering usernames and passwords,technical issues,and accessing help.This suggests that by prioritising the simplification of online services,improving user navigation,providing

52、 excellent technical support,and making help more accessible,government can substantially improve overall service quality.10If I cant trust government to get the basics right,how can I trust them to get the more complex things like GenAI right?AnonymousExhibit 4:62 percent of A/NZ respondents experi

53、enced issues while using online government services in the last two yearsQ:Which of the following problems have you encountered while using(a specified)digital government services?For Other(please specify)respondents listed problems such as:process took too long/was too difficult,completion of proce

54、ss had to be done in person,online service encountered errors on profile/request irregularities,etc.Source:2024 BCG/SF.com ANZ Digital Government Survey010203040The overall process took too long or was too difficultI could not find what I neededI didnt understand the instructions or didnt know what

55、to doThe service I needed is not available onlineI experienced technical difficulties or issues completing my requestI needed help but nonewas available at the timeI didnt have all the information or paperworkI couldnt remember my username or passwordOther(please specify)No problem or issue22%14%12%

56、11%18%16%15%19%1%38%Navigation and designChannel flexibilityHelp and supportUser issues010203040The overall process took too long or was too difficultI could not find what I neededI didnt understand the instructions or didnt know what to doThe service I needed is not available onlineI experienced te

57、chnical difficulties or issues completing my requestI needed help but nonewas available at the timeI didnt have all the information or paperworkI couldnt remember my username or passwordOther(please specify)No problem or issue23%16%13%14%16%14%16%21%1%38%AustraliaNew ZealandUX%Respondents who have e

58、ncountered problem%Respondents who have encountered problemSection 2:The GenAI Imperative GenAI is already having a profound impact on business strategies and operations.A recent Salesforce study revealed that almost two-thirds of senior IT leaders believe that“GenAI is going to be a game-changer”in

59、 delivering quality customer services.1 Recent BCG research2 found that 89 per cent of CEOs ranked AI and GenAI among the top three tech priorities for 2024(alongside cybersecurity and cloud computing),and 51 per cent put it at the top of their list.Early private sector and government adopters alrea

60、dy use GenAI to improve service quality.This creates heightened expectations about what good service delivery looks like for users.Innovation is rapidly evolving,and pressure is building on all organisations to innovate and embrace GenAI to deliver better services and experiences.GenAI can create si

61、gnificant new opportunities for government to increase productivity,optimise operations and improve service quality.However,there is an imperative to use GenAI well,and in a way that meets citizens expectations for ethical,fair,and responsible government service delivery.GenAI could become a force m

62、ultiplier for increased trust in governmentPrevious instalments of the Trust Imperative series(20203 and 20224)found compelling evidence of a relationship between the quality of customer experience when accessing government services,and citizens trust in government.In our 2020 survey,84 per cent of

63、A/NZ respondents told us that great customer experiences increase trust and confidence in the government.Similarly,86 per cent of respondents said that poor customer experience erodes trust.GenAI has the potential to significantly enhance the efficiency and effectiveness of online government service

64、s5 to better meet or exceed customer expectations.This is because it offers opportunities for government to streamline operations,dramatically reduce wait times,and allocate more resources to human-centric support.GenAI enables6 the rapid development and deployment of new digital services,featuring

65、user-centred interfaces,cross-government integration,and personalised user experiences.It also facilitates 24/7 accessibility,ensuring that citizens can engage with online government services on their terms.Importantly,GenAI can help maintain high service standards by enabling timely and accurate in

66、formation delivery to both citizens and employees.To achieve these benefits,it is essential to navigate challenges related to privacy,security,and transparency,ensuring that GenAIs integration into public services reinforces trust and value for all stakeholders.If deployed well,with the appropriate

67、responsible AI guardrails in place,GenAI presents significant opportunities to make government services more accessible,less complex,personalised,and seamless with higher completion rates.Delivering services that are perceived to be higher quality fosters trust and confidence in governments ability

68、to meet the needs of the population.This establishes a foundation for citizens to be comfortable consenting to the use of their data to make their lives easier,which in turn,enables the delivery of better,more personalised services that meet citizens expectations.By integrating GenAI into this virtu

69、ous cycle,we can accelerate the trust flywheel,enhancing the quality and responsiveness of digital services (see Exhibit 5).In addition,GenAI also has the potential to drive substantial productivity and efficiency in government.Based on inputs from Faethm modelling,BCG estimates7 that GenAI could un

70、lock a USD$25 billion opportunity for Australian governments by 2030 across all functions and levels of government,and a USD$5 billion opportunity for the New Zealand government.By delivering better services more efficiently,government can address backlogs in unmet demand and build trust and confide

71、nce from citizens in their ability to optimise public expenditure.11Exhibit 5:The Service Delivery Flywheel of Trust121Salesforce,Generative AI in IT Survey,2023.2BCG.From potential to profit with GenAI.2024.3BCG and Salesforce.The Trust Imperative(A/NZ).2020.4BCG and Salesforce.The Trust Imperative

72、:This time its personal(A/NZ).2022.5Salesforce.Generative IA for governments.2023.6/7BCG.Generative AI for the public sector:from opportunities to value.2023.GenAI will enable people to actually have a conversation with government.by enabling a deeper relationship,it can foster trust.Adam Jura,BCG A

73、sia Pacific Functional&Digital Senior Director Note:This is a GenAI generated image.Customers data re-usePerceived government service qualityTrust and confidenceenablesearnsunlocksdrivesTransparencyService design&improvements and policy insightsSource:BCG/SF.com Trust Imperative 3.0;BCG and Salesfor

74、ce AnalysisSection 3:The Citizens Perspective on GenAI in Government Familiarity and usage of GenAI is lowOverall familiarity and usage of GenAI in A/NZ is still low.Respondents fell into three broad categories of GenAI use:non-users;who never use GenAI tools or use them less than once per month;mod

75、erate users,who use GenAI tools at least once per month;and frequent users,who use GenAI tools more than once per week or daily.In A/NZ,more than 60 per cent of respondents were non-users(Australia:60 per cent,New Zealand:63 per cent).16 per cent of Australian respondents and 15 per cent of New Zeal

76、and respondents were moderate users.The remaining 24 per cent of Australian respondents and 21 per cent of New Zealand respondents were frequent users.Within the frequent user category,only 6 per cent of respondents used GenAI tools daily.There were some variations in reported GenAI use across state

77、s and territories.For example,the percentage of respondents who used GenAI at least once per week ranged from 14 per cent in Tasmania to 42 per cent in the Australian Capital Territory.44442434246222362249575465New ZealandAustralian C

78、apital TerritoryNew South WalesVictoriaAustraliaSouth AustraliaQueenslandWestern AustraliaTasmaniaNorthern TerritoryAt least once a monthAt least once a weekLess than once a monthAt least once a dayNeverExhibit 6:Only 24 per cent of Australians and 21 percent of New Zealand respondents use GenAI too

79、ls at least once per week%Respondents who use GenAIat least once per week21%24%42%29%27%26%20%19%19%14%Australian States%RespondentsQ:On average,how frequently are you using generative AI(GenAI)tools such as ChatGPT?Response options:1.At least once a day 2.At least once a week 3.At least once a mont

80、h 4.Less than once a month 5.Never Source:2024 BCG/SF.com ANZ Digital Government Survey14Respondents were divided on whether benefits are greater than risksRespondents were divided in their opinions on whether the benefits of government using AI are greater than the risks.At the time of this survey,

81、one in five respondents(22 per cent in Australia and 21 per cent in New Zealand)believed the benefits were greater than the risks.One-third(33 per cent across A/NZ)said that the risks were greater than the benefits,and another third (30 per cent across A/NZ)said that the benefits and risks were abou

82、t the same.The remaining 14 per cent of Australian respondents and 15 per cent of New Zealand respondents said that they did not know if the benefits outweighed the risks of AI in government.15Exhibit 7:A/NZ respondents are evenly divided on whether the benefits of AI in government are greater than

83、the risksAustraliaNew ZealandThe risks are greater than the benefitsThe benefits and risks are about the sameThe benefits are greater than the risksThe benefits are much greater than the risksI dont know or I dont knowThe risks are much greater than the benefits20%30%16%6%15%13%Respondents%Responden

84、tsQ:Do you think the potential benefits of using AI in government are greater than the risks?Response options:1.The risks are much greater than the benefits 2.The risks are greater than the benefits 3.The benefits and risks are about the same 4.The benefits are greater than the risks 5.The benefits

85、are much greater than the risks 6.I dont know.%Net perception=Percentage of respondents that selected that AI potential benefits are greater than risks,minus percentage of respondents that selected that AI potential benefits are lesser than risksSource:2024 BCG/SF.com ANZ Digital Government SurveyTh

86、e risks are greater than the benefitsThe benefits and risks are about the sameThe benefits are greater than the risksThe benefits are much greater than the risksI dont know or I dont knowThe risks are much greater than the benefits20%30%16%6%14%13%33%22%30%33%21%30%20%-5%-9%-11%-15%-18%-20%-19%-11%-

87、11%16%21%18%18%17%14%14%14%9%17%6%23%7%6%6%6%-20%-14%-19%-20%-22%-21%-21%-26%-17%-19%-13%-10%-12%-13%-13%-14%-16%-12%-15%-14%AustraliaAustralian Capital TerritoryNew South WalesVictoriaWestern AustraliaSouth Australia5%Queensland5%Northern Territory4%Tasmania4%New Zealand-11%20%-5%-9%-11%-15%-18%-20

88、%-19%The risks are much greater than the benefitsThe risks are greater than the benefitsThe benefits are greater than the risksThe benefits are much greater than the risksRisks great than benefitsBenefits greater than risksExhibit 8:Perception of whether the potential benefits of AI are greater than

89、 the risks varies by jurisdictionQ:Do you think the potential benefits of using AI in government are greater than the risks?Response options:1.The risks are much greater than the benefits 2.The risks are greater than the benefits 3.The benefits and risks are about the same 4.The benefits are greater

90、 than the risks 5.The benefits are much greater than the risks 6.I dont know.Responses for I dont know and The benefits and risks are about the same are not shown,totals do not add to 100 percentSource:2024 BCG/SF.com ANZ Digital Government Survey%RespondentsAustralian StatesMost states and territor

91、ies followed a similar pattern of responses except for the Australian Capital Territory,where a much greater proportion of respondents said that the benefits were greater than the risks.The more positive sentiment towards the use of AI in government could be attributed to the unique demographics of

92、the Australian Capital Territory,and those respondents greater understanding of the potential applications in government and by their level of expertise in AI.16Novices see risks,experts see benefitsThe greater knowledge and expertise someone has about AI,the more likely they are to perceive that th

93、e benefits of AI in government are greater than the risks.We asked respondents to self-assess their level of AI knowledge.AI knowledge and expertise is still relatively low.75 per cent of respondents say they only have a basic or intermediate level of knowledge and 12 per cent have none.Only 14 per

94、cent self-identified as advanced or experts.Respondents with the most knowledge of AI were four times(4x)more likely to say that the benefits of AI in government were greater than the risks than respondents with a basic knowledge of AI,and fifteen times(15x)more likely than respondents with no knowl

95、edge of AI.We anticipate the proportion of citizens who think the benefits are greater than the risks will increase over time as their usage of AI increases,and their knowledge,expertise and familiarity with the technology increases.For governments looking to use AI or GenAI,the finding highlights t

96、he importance of building national AI competency,literacy,awareness,and familiarity as part of gaining acceptance,trust and a social licence for the use of those technologies.17Exhibit 9:A/NZ respondents with the most AI knowledge are 15x more likely to say benefits of AI in government outweigh the

97、risks than those with no knowledgeAI knowledge and expertisePerception of benefits and risksQ:Do you think the potential benefits of using AI in government are greater than the risks?Response options:1.The risks are much greater than the benefits 2.The risks are greater than the benefits 3.The benef

98、its and risks are about the same 4.The benefits are greater than the risks 5.The benefits are much greater than the risks 6.I dont know.Q:How would you describe your current level of knowledge of AI,including generative AI(GenAI)?Response options:1.Expert 2.Advanced 3.Intermediate 4.Basic 5.None.%Ne

99、t perception=Percentage of respondents that selected that AI potential benefits are greater than risks,minus percentage of respondents that selected that AI potential benefits are lesser than risks.Responses for I dont know and The benefits and risks are about the same are not shown,totals do not ad

100、d to 100 percent.Source:2024 BCG/SF.com ANZ Digital Government Survey16%4%27%50%62%15x increase4x increaseAI knowledge and expertise%respondents that say benefits of using AI in government outweighs risks12%47%28%11%3%NoneBasicIntermediateAdvancedExpertAI knowledge and expertise%respondents by self-

101、assessed level of AI knowledgeNoneBasicIntermediateAdvancedExpert18GenAI-powered government services are acceptable to mostMost citizens are open to government using GenAI in a service delivery context,with 75 per cent of respondents indicating they were comfortable with GenAI-powered government ser

102、vices,provided there are appropriate levels of human oversight(Australia:75 per cent,New Zealand:76 per cent).Within this group,53 per cent of Australian respondents and 52 per cent of New Zealand respondents indicated they were comfortable interacting directly with GenAI bots to access simple gover

103、nment services.Of these,14 per cent were also comfortable interacting with GenAI to access complex government services in both countries.A further 22 per cent of Australian respondents and 24 per cent of New Zealand respondents indicated that they were only comfortable interacting with humans,but we

104、re comfortable with those humans using GenAI support tools in the background.In addition,16 per cent of Australian respondents and 17 per cent of New Zealand respondents said that they were only comfortable interacting with humans who are not using GenAI support tools.19Exhibit 10:75 per cent of A/N

105、Z respondents are comfortable with GenAI powered government services,with the appropriate level of human oversightQ.When are you comfortable interacting with GenAI to access government services?Response options:1.Simple and complex services 2.Simple services,but humans for complex services 3.Humans

106、for both simple and complex services,ok with them using GenAI support tools 4.Only comfortable with humans,no GenAI support tools 5.I dont know.Examples of simple interactions include getting advice on where to find information,getting an update on progress/status of a transaction,paying a fine,or c

107、ompleting transactions with simple eligibility criteria.Examples of complex services include getting personalised advice on eligibility for services(e.g.tax,welfare benefits,visa applications),or disputing a fine or decision.Source:2024 BCG/SF.com ANZ Digital Government SurveyAustraliaNew Zealand16%

108、22%39%14%9%01020304017%24%38%14%8%010203040I am only comfortable interacting with humans who are not using GenAI support toolsI am only comfortable interacting with humans for both complex and simple services,but am ok with them using GenAI support toolsI am comfortable interacting with GenAI bots f

109、or simple services,but want to interact with humans for complex servicesI am comfortable interacting with GenAI bots for both simple and complex services%Respondents%Respondents75%76%I dont knowExhibit 11:A/NZ respondents are comfortable with government using GenAI across 7 out of 9 potential servic

110、e delivery use casesQ.Please indicate how comfortable you are with government using GenAI to.Response options for each use case:1.Very comfortable,2.Somewhat comfortable,3.Somewhat uncomfortable,4.Very Uncomfortable,5.I dont know.Net Perception%=Percentage of respondents who selected very comfortabl

111、e or somewhat comfortable,minus percentage of respondents who selected somewhat uncomfortable or very uncomfortable.Responses for I dont know not shown,totals do not add to 100 percent.Source:2024 BCG/SF.com ANZ Digital Government Survey-32-35-36-38-38-39-41-49-485756545Communicate with c

112、itizens in multiple languages(e.g.website content translation,or other written communications)Provide citizens with 24/7 access to information and services through a GenAI chatbot(e.g.help citizens find and apply for relevant government services)Improve quality and consistency of services by giving

113、government customer support agents GenAI support tools(e.g.help public servants quickly navigate complex eligibility requirements)Streamline administrative tasks(e.g.preparing documents,summarising meetings,summarise public consultation submissions)Generate visual images or videos to support public

114、information campaigns(e.g.public health communications)Create software code in order to deliver new online services fasterProvide personalised services to citizens(e.g.identify services they might be eligible for based on their unique circumstances)Make decisions to give access to public services in

115、 an automated way(e.g.welfare or grants applications)Synthesise social media content to understand public sentimentNet Perception%1ComfortableUncomfortable25%21%18%13%13%10%7%-10%-11%GenAI Use Case%RespondentsSomehwat uncomfortable or very uncomfortableSomewhat comfortable or very comfortable20Citiz

116、ens are comfortable with many,but not all use casesWe asked respondents to tell us how comfortable they were with governments using GenAI across nine potential government use cases.The comfort level varied by use case but was positive overall for seven of the nine use cases tested.Respondents were m

117、ost comfortable with GenAI use cases that improved service quality or made government operations more efficient.For instance,57 per cent of respondents said they would be comfortable with governments using GenAI to communicate with citizens in multiple languages and 56 per cent agreed that they were

118、 comfortable with GenAI being used to provide 24/7 access to information and services.54 per cent said they were comfortable with the use of GenAI as support tools for government customer service agents.Overall,respondents were not comfortable using GenAI in automated decision-making or monitoring p

119、ublic sentiment.Improving customer care with GenAI at SimplyhealthSimplyhealth,a UK health solutions provider,uses AI and GenAI to expedite customer service and enhance the care it offers to vulnerable groups.By using GenAI as a tool to help draft email responses alongside humans who remain in the p

120、rocess,the company slashed reply times from 12 minutes to one minute,with GenAI handling about 10 per cent of all Simplyhealths customer emails in late 2023.This efficiency gain allows more in-depth customer engagement,especially with vulnerable clients.Key benefits include removing 35 per cent of l

121、ive chat traffic from agents,achieving a nearly 40 per cent reduction in call centre volume through automated processes,and the use of AI for real-time call transcriptions.These innovations support agents in delivering consistent,informed service across departments,demonstrating the transformative i

122、mpact of AI and GenAI on customer service efficiency and quality.But do we trust government to use AI responsibly?The proportion of respondents in A/NZ who indicated they trusted government to use AI responsibly was almost equal to those who did not.Approximately 45 per cent said that they highly tr

123、ust or somewhat trust government to use AI in both Australia and New Zealand.This was consistent across tiers of government.Between 46 and 49 per cent of respondents said they did not trust government to use AI responsibly,with their trust varying across levels of government.In New Zealand,responden

124、ts had the same level of trust in the private sector to use AI responsibly as they did in government.However,Australians level of trust that government would use AI responsibly was noticeably higher than their trust in private sector organisations.21Note:This is a GenAI generated image.Exhibit 12:Ci

125、tizens are evenly divided on whether they trust government to use AI responsiblyQ.To what extent do you trust the following organisations to use AI responsibly?(Private sector organisations,local governments,National governments,State or provincial governments).Response options for each organisation

126、:1.Highly trust,2.Somewhat trust,3.Somewhat distrust,4.Highly distrust,5.I Dont Know.Responses for I dont know not shown,totals do not add to 100 percent.Source:2024 BCG/SF.com ANZ Digital Government Survey738-28-18837-28-20935-27-22634-32-19AustraliaNew Zealand639-29-18936-24-24638-29-18DistrustTru

127、stTotal TrustTotal DistrustLocal governmentsState governmentsCommonwealth governmentPrivate sector46%48%49%51%45%45%44%40%RegionalgovernmentsNationalgovernmentPrivatesectorDistrustTrustTotal TrustTotal Distrust47%48%47%45%45%44%18-3435-4950-5960+Exhibit 13:Younger people living closer to urban centr

128、es have higher trust in government to use GenAI responsiblyQ.To what extent do you trust the following organisations to use AI responsibly?(Private sector organisations,local governments,National governments,State or provincial governments).Response options for each organisation:1.Highly trust,2.Som

129、ewhat trust,3.Somewhat distrust,4.Highly distrust,5.I Dont Know.Demographic questions:Q:Age?Q:Which of the following best describes where you live?Net Perception%=Percentage of respondents that selected Highly trust or Somewhat trust,minus the percentage of respondents that selected Somewhat distrus

130、t or Highly distrust.Responses for I dont know not shown,totals do not add to 100 percent.Source:2024 BCG/SF.com ANZ Digital Government SurveyTrust in government to use AI responsibly by age groupTrust in government to use AI responsibly,by urbanity 1%-3%-4%-5%Net Perception%Net Perception%13%5%-4%-

131、14%-17%-17%Urban/metro centreInner suburbSuburbRural areaOtherTownAge GroupLocationThe result varies by demographics,with the level of trust falling as the age group increased.For example,among 18 to 34-year-olds,net trust in government use of AI was+1 per cent;for 35 to 49-year-olds it was-3 per ce

132、nt;for the 50 to 59-year-old age group it was-4 per cent and for those aged 60+it was-5 per cent.A trust curve can also be observed with urbanisation,with data showing a clear relationship between residential location and trust in governments use of AI.Urban and metropolitan centre dwellers revealed

133、 the highest level of trust.Moving away from urban centres trust decreased,falling to-4 per cent in suburban areas,and down to-14 per cent in regional and rural settings.22GenAI evokes curiosity above allRecent research by Salesforce shows that while citizens are thinking about the opportunities and

134、 risks that GenAI poses to society,the dominant sentiment across all demographics is curiosity.Other sentiments vary by age.For Millennials and GenZ,the next strongest emotions are excitement and hope,then suspicion or anxiety.In comparison,for older generations the next strongest emotions are curio

135、sity and anxiety.8 8 Salesforce.State of the Customer Research(sixth edition)202323Younger,more urbanised cohorts are more likely to have access to technology and have higher rates of technology literacy.As a result,we suggest that they are more likely to be familiar with and use GenAI,and therefore

136、 have greater knowledge and expertise about the technology.This also means they are more likely to believe that GenAIs benefits outweigh its risks,to feel more comfortable with the use cases,and to trust government to use GenAI responsibly.This introduces a second flywheel of trust(see Exhibit 14).B

137、etter and cheaper government services powered by GenAIPerception that benefits outweigh risksComfort and trust in government using GenAIincreasesimprovesbuildsenablesIncreased familiarisation and knowledge of GenAITechnology access,familiarity and usageLeads toResponsible AI PracticesSource:BCG and

138、Salesforce AnalysisSource:BCG and Salesforce AnalysisExhibit 14:The GenAI Trust Flywheel24Exhibit 15:A/NZ respondents say laws on how AI can be used,rules to safeguard information,and disclosure when AI is used would increase trust in govts use of AIQ.Which of the following would increase your trust

139、 in the use of AI by governments?Users were asked to select two options out of the response options:1.The application of fairness and safety measures,2.Specific laws and regulations on how AI can be used by government,3.Disclosures if AI has been used in a government process or decision making,4.Com

140、munication about the potential benefits&risks of AI,5.Mandatory reporting of AI-related adverse events,breaches or incidents,6.Rules on how personally identifiable information must be safeguarded and protected,7.Nothing would influence my trust in government to use AI responsibly.Source:2024 BCG/SF.

141、com ANZ Digital Government SurveySpecific laws and regulations on how AI can be used by governmentRules on how personally identifiable information must be safeguarded and protectedDisclosures if AI has been used in a government process or decision makingMandatory reporting of AI-related adverse even

142、ts,breaches orCommunication about the potential benefits&risks of AIThe application of fairness and safety measures37%39%29%28%28%29%27%26%21%20%18%18%AustraliaNew ZealandNothing would influence my trust in government to use AI responsibly20%20%Factors that increase trust%RespondentsBuilding greater

143、 trust in the use of AI We asked respondents to select two factors from a list of seven that would most increase their trust in government use of AI.One in five respondents(20 per cent)said nothing would influence this.However,the remaining four in five(80 per cent)respondents identified factors tha

144、t they believed could increase trust.First among these measures was establishing clear laws,regulations,and rules.About 38 per cent of A/NZ respondents highlighted the need for specific laws on how AI can be used by government as the most important trust-building factor.Additionally,rules to safegua

145、rd personally identifiable data emerged as another key ingredient for trust.Other important factors included disclosing if AI had been used,and mandatory reporting of AI-related adverse events.Further,clear communication about the potential benefits and risks of AI was vital for trust-building and t

146、angible demonstrations of fairness and safety measures in AI applications resonated also.25Note:This is a GenAI generated image.Exhibit 16:Potential economic impact,accuracy and ethics are the top concerns for A/NZ respondents regarding AI in governmentQ.What concerns you the most about the use of A

147、I(including GenAI)?User were asked to select two concerns out of the response options:1.The potential intellectual property risks 2.The potential for bias and discrimination 3.The large volumes of data needed 4.The accuracy of the results and analysis 5.The moral or ethical issues have not been reso

148、lved 6.The potential loss of jobs and impact to the economy 7.The lack of transparency 8.The capability of individuals to use AI 9.I dont have any concerns.Source:2024 BCG/SF.com ANZ Digital Government Survey19%17%14%11%10%10%8%7%4%19%16%17%12%9%8%9%7%4%Concern selected as respondents top two concer

149、nsThe potential loss of jobs and impact to the economyThe accuracy of the results and analysisThe moral or ethical issues have not been resolvedThe potential for bias or discriminationThe capability of individuals to use AIThe lack of transparencyThe potential intellectual property risksThe large vo

150、lumes of data neededI dont have any concernsAustraliaNew ZealandMain concerns about AI are job losses and economic impact,accuracy and ethicsBeyond the use of AI in government,we also asked respondents about potential concerns they might have about the impact of AI in society.96 per cent of responde

151、nts had at least one or more concerns.When asked to share what their top two concerns were,the top three were(1)the potential loss of jobs and impact to the economy(19 per cent across A/NZ);(2)the accuracy of the results and analysis(17 per cent in Australia and 16 per cent in New Zealand);and(3)tha

152、t the moral and ethical issues have not yet been resolved(14 per cent and 17 per cent respectively).26Section 4:The GenAI Roadmap for Government GenAI presents government with an exceptional opportunity to improve customer services,reduce costs,and build trust with citizens.However,government must c

153、arefully navigate the frontier of acceptability as it adopts GenAI.To effectively harness GenAI and reap its benefits,government must put improved service quality,trust and transparency at the centre of its strategy.Here,we outline the steps government should take.1.Get started now Building trust wi

154、th GenAI will require government to get started now to unlock benefits,learn by doing,develop the necessary capabilities and elevate service quality.Beginning now provides government with the opportunity to reduce the gap for citizens between experience and expectations,thereby increasing trust.Star

155、t small then scale To maximise the transformative potential of GenAI,government should adopt a strategy that balances launching manageable,targeted initiatives with the pursuit of an ambitious future vision.Beginning with smaller,scalable initiatives enables government to develop capabilities and es

156、tablish a base of trust and credibility with both citizens and employees.This approach acts as a catalyst for innovation,allowing for safe experimentation,risk reduction,and the gradual increase of momentum towards more ambitious initiatives.It also ensures that the integration of GenAI into governm

157、ent operations enhances service quality,increases trust among customers,and increases financial sustainability.Learn by doing Starting small means launching proof-of-concepts(POCs)and pilot projects that explore GenAIs capabilities in controlled but real-world settings.These initial steps help ident

158、ify technical and operational challenges,assess impact and effectiveness,and identify adjustments for implementation.POCs and pilots offer on-the-job learning for government teams,building the practical expertise essential for scaling GenAI solutions successfully.Scaling will require refinement base

159、d on feedback,direct experience,and continuous alignment to goals.It is crucial to establish metrics early that quantify improvements in service quality,cost efficiency,and customer satisfaction.As initiatives expand,this measurement framework must adapt to capture broader impacts,such as policy out

160、comes and economic efficiencies,with regular reporting to track progress and maintain transparency.Navigating this path requires government to stay adaptable,and be ready to pivot based on new insights and changing conditions.Start with low-risk/low-harm use cases Our survey revealed that citizens a

161、re cautious about GenAI being deployed in sensitive situations,such as service access decision-making processes or sentiment monitoring.However,governments can start by exploring GenAI opportunities in low-risk,low-harm use cases in the first instance before expanding to direct interactions with cit

162、izens.For example providing customer service agents with GenAI support tools will deliver significant benefits for customers through enabling more consistent advice,faster service,and freeing staff time to help citizens with complex needs.This approach allows for the immediate realisation of benefit

163、s in a way that is impactful and aligned with citizen expectations.It also acknowledges the potential of GenAI to transform government while ensuring that its deployment is sensitive to human values and risk management.27Governments need to get a move on with GenAI the focus needs to be on competenc

164、e in delivery to build trust.Anonymous digital government service delivery expert 28Use case selection to maximise trust High value for citizens and government.Prioritise use cases that have the potential to significantly improve the efficiency,effectiveness,or accessibility of government services.L

165、ow risk of unintended consequences.Carefully assess the potential risks of each use case.Choose use cases where the risks can be effectively mitigated by measures such as algorithmic transparency and human oversight.Low potential for harm.Assess the potential impact of each use case on citizens,part

166、icularly vulnerable populations.Public acceptance.Use cases that gain wide public acceptance are likely to have more chance of being successful.Gauge the level of citizen acceptance for each use case including perceived benefits,risks,and ethical implications.Fast-track upskilling for GenAI readines

167、s Upskilling the public sector workforce with essential AI and GenAI skills,such as prompt engineering,data fluency and security,and ethics,should be a high priority.For GenAI to be an effective tool,the future government workforce must be well-versed in digital,AI,and GenAI.A recent survey by Appia

168、n of 400+Australian government workers showed that only 14 per cent of Australian public servants are confident in using GenAI in their daily roles.9 BCG research shows that 68 per cent of desk workers initially fearful of using GenAI saw a boost in work productivity and job satisfaction after using

169、 GenAI tools regularly.10 A focused effort to build digital and GenAI proficiency at all levels of public service should be a critical priority.Embedding GenAI in government necessitates a two-pronged strategy.Firstly,government must invest in at-scale learning programs to build digital and GenAI sk

170、ills and providing hands-on experience.The same BCG research shows that desk workers fear of using GenAI tools drops significantly when they have hands-on experience in their work context,with training offering the additional benefit of increasing productivity simultaneously.11 Secondly,recruitment

171、rounds should be used to hire new staff who already come with strong,core digital and GenAI abilities.Adding these skills to the existing workforce will quickly boost overall capability and productivity.The key will be in understanding which GenAI use cases can have an immediate and genuine impact f

172、or citizens and agency productivity,while also managing the risks.Dr.Gayan Benedict,Salesforce CTO for Australia and New ZealandGenAI.training is a crucial contributor to empowerment and autonomy so people understand what they have their hands on,and how to use it responsibly Dr.Gayan Benedict,Sales

173、force CTO for Australia and New Zealand 9Appian.Australias Public Sector Being Reshaped by Digital Transformation.2024.10/11 Forbes Magazine.GenAI:The More You Use It,The More You Trust It,But Also Fear It.2023.2829Establish data and technology platformsThe primary goals of using GenAI in government

174、 are to make better informed policy decisions,to deliver impact for citizens and to significantly improve the efficiency and effectiveness of government operations.For customised GenAI models,ensuring source data is complete,accurate,relevant,and updated is essential.Data must accurately reflect cur

175、rent situations and undergo strict ongoing checks for reliability.This is because,due to the complex nature of GenAI models,data errors might lead to inaccuracy or biases.However,not all use cases require GenAI models to be trained on government data,or for custom models to be built from the ground

176、up.There is an emerging range of GenAI-enabled technology platforms and solutions available to suit many use cases.Understanding the key choices and trade-offs for deploying GenAI is critical for achieving the desired outcomes,whether for the wide range of internal processes,customer services,or for

177、 improved policymaking.Realising benefits will also require unlocking trusted and secure data not just for data scientists but operationalising that data for staff so they can truly understand citizen needs,and provide high quality services.With the right data and responsible AI methods,government e

178、mployees will be empowered to work to reach their highest potential whilst mitigating the risks of AI.2.Establish prerequisites for trustOur research shows that trust in government to use GenAI responsibly hinges on three crucial prerequisites:1)clear rules and responsible AI;2)transparency in GenAI

179、 use;and 3)human oversight.Establish an oversight framework and responsible AI cultureBuilding citizens trust in the use of GenAI in government service delivery requires guardrails and a robust oversight framework.Trust in GenAI-powered government services is likely to increase where government has

180、additional safeguards in place.Government must demonstrate a genuine commitment to responsible AI practices through relevant laws and regulation,data protections,transparency of use,and clear communications about the use of GenAI.This might include offering a clear and genuine right of appeal for Ge

181、nAI-related decisions,potentially through established entities like the audit office,privacy commissioner,or ombudspersons,to ensure accountability and deepen trust.Across A/NZ jurisdictions,various existing privacy,competition,IP and copyright laws,regulations,policies,and guidelines already apply

182、to government use of AI and GenAI.However,many of these will need to be updated to reflect the nature of GenAI.Further,it is imperative that governments establish a workable oversight framework and proceed swiftly,even if this framework must be adapted and evolved over time.With appropriate policies

183、 and guardrails in place,government will be able to confidently use GenAI-enabled tools to design,develop,and deliver innovative GenAI-enabled services.Incorporating an AI Impact Assessment,like privacy impact assessments in some A/NZ governments,for GenAI-enabled projects would assist with transpar

184、ent governance.This assessment could systematically evaluate the potential impacts of GenAI projects on societal,ethical,and privacy dimensions,ensuring that deployments are technologically sound and socially responsible.With such assessments,government can demonstrate due diligence,enhance public a

185、ccountability,and foster greater trust in the use of AI technologies in government operations.Establish transparency systemsTransparency on the use of AI is a critical factor for establishing and maintaining the trust of citizens.Governments should provide as much information as possible about the p

186、urpose,methodologies,benefits,risks and risk mitigation strategies.In addition,governments should also be transparent about lapses or breaches,and promptly address any issues that emerge and disclose the circumstances and remedial actions taken.Further,to demystify the underpinnings of GenAI and ens

187、ure accountability,government should adopt practices that promote technological transparency.Publishing details about the algorithms,data sources,and machine learning models used in GenAI applications can help citizens understand how these technologies function and make decisions and build trust.30F

188、inally,outlining the oversight and accountability structures in place,including independent review bodies and audit processes,reassures citizens of government commitment to preventing misuse.By documenting the performance metrics and benchmarks of GenAI initiatives,government can showcase the tangib

189、le benefits and service quality improvements and establish a framework for continuous improvement and accountability.Bring the best of humans and AI Incorporating the strengths of both GenAI and human insight is crucial for maximising the trust and effectiveness of GenAI.Given GenAIs current constra

190、ints,it is important to create processes that combine the best of human capabilities with GenAIs speed and efficiency.This combination ensures that GenAI applications are fair and accurate and meet customer expectations for explainability,transparency and accountability.A human+machine approach is n

191、ecessary for nuanced decision-making,particularly in areas where human judgment is paramount,and errors have adverse consequences for customers.GenAI can support and enhance customer services without compromising integrity,reliability,or trust.Our research shows that respondents highly value human i

192、nvolvement alongside GenAI in delivering government services.To truly unlock the benefits of GenAI in a manner that preserves and builds trust,government must design processes that fully capitalise on human and AI capabilities.This involves recognising the unique strengths of humans in complex decis

193、ion-making and problem-solving,and the ability of GenAI to process and generate content efficiently.The extent of human participation should be tailored to each specific use case and its inherent risks.Helsinki and Amsterdam AI Registers The City of Amsterdam has established an Algorithm Register12

194、which provides an overview of AI systems and algorithms in use by the city.The register is publicly available,and provides citizens with an opportunity to understand more about specific solutions that are deployed.This includes intended purpose,data sets used,how human oversight is provided,the syst

195、em architecture and operational logic of data processing,and information on the approach taken to ensure non-discrimination and risk management strategies.Citizens can also provide feedback through the register to help make the algorithms used better,fairer and more responsible.The city of Helsinki

196、has also taken a similar approach(AI Register).13Transparency and communication will be key to building trust,and emphasis needs to be on purpose and benefits not just the technology itself.Anonymous digital government service delivery expert 12 City of Amsterdam Algorithm Register.Reporting issues

197、in public space-Amsterdam Algoritmeregister.2024.13 City of Helsinki AI Register.AI Register|City of Helsinki AI Register.2024.3.Lead in AI innovation for a thriving knowledge economy Our research shows that citizens are cautiously optimistic about the implications of AI in society.Their concerns in

198、clude AIs potential effects on jobs and the economy,and other potential risks regarding accuracy and ethics.To create an environment that supports the expected widespread use of GenAI across A/NZ and to leverage its capacity for boosting productivity and economic benefits,government must collaborate

199、 with industry,academia,and the community on boosting AI literacy and to embed responsible AI practices across industries.Building AI literacy and encouraging upskilling Government should develop collaborative strategies for boosting literacy in AI and GenAI across the workforce.Education systems ac

200、ross A/NZ should incorporate AI and GenAI into learning curriculums:from the foundational stages in primary and secondary education through to vocational and tertiary learning.Beyond the classroom,it will be vital to promote a culture of lifelong learning.This will enable individuals to continuously

201、 refine their careers in line with evolving technology and meet rapidly shifting industry demands.Government and the private sector must signal a strong preference for relevant GenAI and AI proficiency in recruitment processes.Professional development programs across sectors must also evolve to incl

202、ude relevant AI and GenAI content,enabling knowledge workers to keep up with the rapidly changing technological advancements.Government has a responsibility to ensure GenAIs benefits are equitably distributed across all socioeconomic groups,that the advantages are shared,and the risks are not borne

203、disproportionately.Without targeted measures,programs leveraging GenAI might favour some socioeconomic groups,inadvertently widening the economic divide.Equity requires inclusive policies that democratise access to educational tools,ensuring every learner,regardless of their background,can benefit f

204、rom the advancements in GenAI.The emergence of GenAI and its adoption across the economy will have major impacts on the labour market.Initially,it will be selected for tasks within jobs that can be automated and augmented.Eventually though,some entire roles may no longer be required.At the same time

205、,new jobs and roles will emerge that we have not even imagined.31It is critical that government and the private sector offer comprehensive reskilling opportunities to those impacted by technological displacement.This effort should distinguish between the majority who need to become proficient in usi

206、ng GenAI tools for evolving job roles,and a smaller segment whose future careers might involve developing or enhancing GenAI technologies.For the latter,formal education and credentialing are essential.However,for the rest,innovative and accessible upskilling platforms,available within existing orga

207、nisations or externally,are likely to meet their needs.Catalyse innovation through regulatory and non-regulatory leversGovernment should create regulatory mechanisms that can adapt to the rapidly evolving GenAI landscape,fostering innovation without compromising community interests.For example,regul

208、atory sandboxes can provide a safe testing ground for new GenAI applications.Public-private partnerships bring together the expertise of government,industry,academia,and civil society to advance GenAI research,pilot applications,and address ethical and societal concerns.To encourage innovation in th

209、e small and medium enterprise segment,government could allocate resources to support GenAI research and development,providing funding for start-ups,research institutions,and collaborative projects.Other options to stimulate investment include tax incentives and innovation challenges.Equitable distri

210、bution of these resources will foster a more inclusive innovation ecosystem.This approach will promote economic growth,but will also ensure that the advantages of GenAI and technological progress are accessible to all.RISE Singapore empowering workforce skills of the futureRISE is an upskilling prog

211、ram,empowering Singaporeans to build high-demand skillsets in technology,business,and green sustainability.It is designed to bridge the skills gap in the market,and empower citizens with opportunities to re-skill and adapt to rapidly changing workforce demands.The program is 95 per cent subsidised,a

212、nd the digital upskilling course has 1,000+hours of unique content developed across core critical skills including data,digital sales,digital marketing,digital transformation,technology use cases,change management,and agile and soft skills.Within the first year of launching,1,700+citizens have gradu

213、ated through the program,80 per cent of whom have already found jobs within a few months.143214 RISE by BCG.Unleash your career potential with RISE 2.0.2024.About the AuthorsMiguel Carrascois a Managing Director&Senior Partner in the Sydney office of Boston Consulting Group,and the global lead for t

214、he BCG Center for Digital Government and BCG X in Public S Grantly Mailesis a Partner&Associate Director in the London office of Boston Consulting Group,and is the global topic leader for emerging technologies in the BCG Center for Digital G Francisca Browneis a Consultant in the Sydney office of th

215、e Boston Consulting Group.She is the topic manager for the BCG Center for Digital G Gisele Kapterianleads Public Sector Strategy across Asia Pacific for Salesforce.She has a Masters in International Law from Cambridge University,and served 5 years as political adviser to three Australian Federal Cab

216、inet M Barry Dietrichis Senior Vice President and General Manager Public Sector and Healthcare APAC at S AcknowledgmentsThe authors would like to thank Stephanie McMillan,Joanna Beerman,Seamus Horan,Mendel Bernardino,Angelene Buckland,Hannah Shorter,Katie Pickford and Katie Dufficy at Salesforce for

217、 their generous input and support;and Joseph Hsiao,Rebecca Diepenheim,Avantika Kulkarni,Sean Hotter,Raymond Fung and Esteban Zapiola for their contribution to the research,design and production.We want to also thank Ashlee Marcuccio,Paul Tatum,Paula Goldman,Gayan Benedict,and Polly Sumner from Sales

218、force and Gareth Dando,Steve Mills,Frank Feldon,Richard Sargeant,Kirsten Rulf,Rami Mourtada,Simon Shenton,Adam Jura and Masahiro Nakagawa from BCG for providing expert advice and input.This report was jointly funded and prepared by BCG and Salesforce.33Respondents by Age groupRespondents by Employme

219、nt status32%29%13%25%0%20%40%60%18-3435-4950-5960 Plus40%20%6%3%18%13%0%20%40%60%80%Employed full timeEmployed part timeSelf employedFull time studentRetiredNot currently employed13%68%11%8%0%20%40%60%80%UrbanSuburbanTown or small townRural and remoteRespondents by Location44%55%1%0%50%100%MaleFemal

220、eOtherRespondents by GenderSurvey sample demographics in Australia(n=4,323)Q:Age?Q:Which of the following best describes where you live?Q:What is your gender?Q:Which of the following best describes your current work status?Note:Percentages may not add to 100%,due to rounding.Source:2024 BCG/SF.com A

221、NZ Digital Government SurveyAppendix34Survey sample includes 4,824 regular internet users across Australia and New Zealand1.Australian Capital Territory(ACT),New South Wales(NSW),Northern Territory(NT),Queensland(QLD),South Australia(SA),Tasmania(TAS),Western Australia(WA)Source:2024 BCG/SF.com ANZ

222、Digital Government SurveyNT(107)WA(505)NSW(1,003)SA(502)VIC(1,002)QLD(1,004)TAS(100)ACT(100)4,323 Australian Respondents501 New Zealand RespondentsNorth Island(389)South Island(112)27 online government services rated for usage and satisfactionSource:2024 BCG/SF.com ANZ Digital Government SurveyCateg

223、oryGovernment serviceCommunities and cultureApplying for or renewing permits for hunting,fishing etc.Making complaints,giving feedback or logging requests for maintenanceVoting in parliamentary electionsEducationAccessing,enrolling or interacting with a public educational institutionJusticeContactin

224、g or submitting documents to a courtHousingApplying for or renewing a planning or building permitSearching,registering or updating tenancy agreementsImmigrationApplying for or renewing a passportApplying for or renewing visa,residency,or work permitRegistriesApplying for or renewing an identity card

225、 or proof of age cardUpdating address or contact details when moving homeSearching for or registering certificate of birth,death,marriageSearching,registering or updating company detailsSearching,registering or updating land titles or property registriesLodging a patent or applying for intellectual

226、property protection1121314152CategoryGovernment serviceSocialservicesApplying for a government benefit,subsidy or concession cardMaking payments to retirement or government pension schemesRegistering or using a job search or employment serviceAccessing public housing services or subsidies

227、Taxation and customsUsing e-gates at border controlFiling tax returns,assessments or submissionsMaking payments for taxes,rates,fines or penaltiesTransportSearching,registering or updating a vehicle registrationAccessing real-time public information services(e.g.,weather,traffic)Applying for or rene

228、wing a drivers licenceHealthSearching,registering or accessing healthcare recordsAccessing Covid-19 related services(e.g.vaccination,check-in,testing)27Respondents by Age groupRespondents by Employment status31%30%14%25%0%20%40%60%18-3435-4950-5960 Plus44%17%6%2%14%16%0%20%40%6

229、0%80%Employed full timeEmployed part timeSelf employedFull time studentRetiredNot currently employed13%61%13%13%0%20%40%60%80%UrbanSuburbanTown or small townRural and remoteRespondents by Location47%53%0%50%100%MaleFemaleOther0%Respondents by GenderSurvey sample demographics in New Zealand(n=501)Q:A

230、ge?Q:Which of the following best describes where you live?Q:What is your gender?Q:Which of the following best describes your current work status?Note:Percentages may not add to 100%,due to rounding.Source:2024 BCG/SF.com ANZ Digital Government Survey35DisclaimerThe purpose of this report is to provi

231、de general and preliminary information,and its contents should not be relied upon or construed as advice or similar.The contents of this report are disclosed in good faith,and subject to change without notice.The report contains BCG and Salesforce trademarks,confidential and proprietary information,

232、and BCG and Salesforce retain all right,title and interest to its contents.The report does not contain a complete analysis of every material fact on the subject matter,and all warranties,representations and guarantees pertaining to the reliability,timelines,suitability,accuracy or completeness of it

233、s contents are expressly disclaimed.BCG and Salesforce,and their subsidiaries and affiliates,disclaim all liability relating to or arising from access,use or reliance on this report,including but not limited to direct,indirect,incidental,special or consequential losses arising from the information in this report,howsoever arising,including third party claims.Boston Consulting Group,Inc.2024.All rights reserved.For information or permission to reprint,please contact BCG at .36