Introduction
Governments are under immense pressure to deliver faster, smarter, and more transparent services. Citizens now expect the same digital-first experiences from their governments that they receive from Amazon, Netflix, or Uber. Yet, many public sector systems remain slow, opaque, and paper-driven.

The opportunity? By embracing AI, automation, and modern workflows, governments can bridge the trust gap, deliver efficiency, and foster more inclusive societies.

The State of Digital Government

• Citizen Expectations: Deloitte’s Government Trends 2025 reports that 70% of citizens now prefer online access to government services whenever possible (Deloitte).
• Productivity Gaps: McKinsey has long highlighted that public sector productivity lags the private sector by 20–30% (McKinsey).
• Trust Deficit: Edelman’s 2024 Trust Barometer shows government remains one of the least trusted institutions, with less than half of citizens globally trusting their national government (Edelman).

Pain Points

1. Legacy Systems – Outdated IT infrastructures create bottlenecks.
2. Opaque Processes – Citizens can’t track progress of applications or benefits.
3. Slow Approvals – Permits, licenses, and benefits often take weeks or months.
4. Policy Inflexibility – Policymaking is reactive, not proactive.
5. Citizen Distrust – Lack of transparency erodes trust in institutions.

Future Trends

• AI in Public Services: Deloitte highlights governments increasingly using AI for tasks like benefits eligibility, fraud detection, and citizen communication.
• Policy Simulation: AI copilots can model policy outcomes before implementation, reducing unintended consequences.
• Digital Inclusion: Accenture’s public service research emphasizes bridging the digital divide—ensuring services are accessible to all citizens (Accenture).
• Open Data Ecosystems: McKinsey predicts governments that leverage open data will see 20–30% efficiency gains in service delivery.

Novitates’ Approach

1. Digitizing Citizen Services
   • Automating permits, licenses, benefits with Pega workflows.
   • Citizens apply online, track progress, and get real-time updates.
2. AI for Policy Operations
   • AI copilots help analyze datasets and simulate outcomes.
   • Faster, evidence-based policymaking.
3. Transparency & Trust
   • Dashboards and portals provide application visibility.
   • Real-time notifications build accountability.
4. Data Security & Compliance
   • Ensuring privacy and adherence to regulations like GDPR.
   • Secure-by-design workflows.

Case Example
A government agency modernized permit issuance with Novitates. Processing time dropped by 60%, transparency improved, and citizen satisfaction rose sharply.

Smart government is about more than efficiency—it’s about restoring legitimacy and trust. By embedding AI and automation, governments can serve citizens faster, better, and more transparently.

Novitates empowers governments to digitize services, embed AI in policymaking, and build trust with citizens.

Ready to transform public services? Partner with Novitates. Visit novitatestech.com today.