Capgemini-高瞻远瞩，从小事做起-在整个政府中释放Gen AI和代理AI的变革力量（英）

Think big, start small Unleashing the transformative power of Gen AI and agentic AI across government What’s insideFrom future vision to daily realityHow does agentic AI differ from Gen AI?The current use of AI in citizen digital servicesThink big to transform how government worksWith big potential come big risksHow to implement Gen AI and agentic AI safelyand at scaleFinal word45681112193 AI is everywhere right now; you probably cannot get through your morning coffee without hearing about it. When it comes to government services, though, AI is not just hype. It has the potential to transform how millions of people access vital public services every day – and we are just at the start of the journey. Around the world, there are examples of governments using automation, personalized healthcare and intelligent chatbots to serve their citizens. As these technologies advance, and adoption increases, public services as we know them may change completely. Rather than being discrete offerings from individual departments, they may merge into integrated, intuitive experiences that respond proactively to citizens’ needs. Examples could include renewing driving citizens’ licenses automatically, flagging support they are eligible for or guiding them through complex applications. And who knows – in a few years’ time, a single government web page with a prompt box could be the access point for all citizen-facing services. We have generative and agentic AI to thank for these current and potential ways of delivering public services. Generative AI responds to a user’s prompts to create new content (text, audio or visual). Agentic AI is a broad term, but in essence, it means AI that can make decisions and complete tasks independently, without the need for human input.1 Agentic AI clearly marks a big leap in the evolution of these technologies. But it also begs the question: are governments ready to put their faith in the machine? And if so, how can they do so effectively and at scale – in a way that protects citizens from harm? 1.https://cohere.com/blog/what-is-agentic-aiThe answer lies in thinking big but starting small. In this point of view, we will explore how generative and agentic AI can help governments deliver better services while maintaining their commitment to human-centered design and digital service standards. We will cover how digital teams globally are experimenting with these transformative technologies, including our service design teams at Capgemini Invent. (Go to page 13 to see our results.) We will explore what could be holding governments back before suggesting how they can start to unlock the value of AI. And, for those who have already started on the journey, we will suggest ways to scale AI iteratively – including by embedding it into existing transformation programs. All while being transparent and ethical about where they deploy AI and how they use citizens’ data. From future vision to daily reality 4 | Unleashing the transformative power of