State of Service: Public Sector Edition

Insights and trends from 234 public sector service professionals on AI-driven service modernization.

Public sector organizations are being asked to deliver faster, more consistent service while operating under tight budgets and growing demand. AI is becoming a critical lever — helping organizations modernize service delivery, reduce administrative burden, and better support frontline teams. Read the report to discover how:

Service demand is surging. 81% of service professionals say constituent expectations are mounting.

AI is becoming foundational to service delivery. 35% of public sector organizations already use AI, with many planning broader adoption.

AI is delivering measurable gains for frontline teams. 72% say it helps them better serve constituents.

AI agents signal the next leap forward. Nearly six in 10 say they would be highly useful for handling routine inquiries.

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