BCG Global Survey Finds Declining Satisfaction with Digital Government Services
Citizens Increasingly Support AI-Powered Public Services
Public Openness to AI Is a Critical Opportunity to Modernize Government Services

BCG research shows citizens worldwide are prepared for governments to adopt artificial intelligence more widely. About 64 percent of people now interact with AI tools on a weekly basis or more. Meanwhile satisfaction levels with official digital services have dropped 13 points in the last ten years, opening a clear path for officials to apply AI and raise the quality of citizen interactions.

The conclusions come from the newest Boston Consulting Group study titled Citizens Are Open to Public AI Services. Governments Must Seize the Opportunity, published today. This marks the eighth edition of the biennial Digital Government Citizen Survey and draws on the largest sample yet, covering residents in 44 nations that together account for 88 percent of OECD members and roughly 70 percent of the global population.

"Officials now hold a valuable chance to reshape citizen experiences with public services," noted Miguel Carrasco, BCG managing director and senior partner and report coauthor. "Individuals show growing acceptance of AI, yet they will measure results by whether services grow simpler, quicker, and more accessible."

Citizens Want AI to Do More Than Answer Questions

People feel increasingly at ease with AI handling tasks beyond basic information. They seek assistance that streamlines routine processes, tailors offerings, and lifts overall satisfaction. Greater exposure to the technology builds assurance: those with advanced AI skills are nearly seven times more inclined to see benefits exceeding risks compared with complete novices.

Regional AI Sentiment

Views on AI differ across regions. In the Americas the share of citizens who see benefits surpassing risks climbed five points in two years, though optimism among younger groups has softened. In the Middle East and Africa that share slipped nine points, yet the area stays the most receptive overall. Opinions in Asia-Pacific and Europe remained largely unchanged.

Citizens Still Want Humans in the Loop

Even with rising support, respondents reject fully independent AI systems. Almost two-thirds insist on human supervision for AI-supported services, especially where choices grow complex or carry significant weight.

Comfort with AI involvement also varies by region. In the Middle East and Africa nearly eight in ten people (78 percent) accept direct AI participation in service delivery, the highest rate recorded. Europe shows the greatest caution, with more than one-third preferring services led entirely by humans and AI used only in support roles.

Governments Have More to Lose by Moving Too Slowly Than by Moving Too Quickly

Nations viewed as advancing AI adoption at an appropriate speed record markedly higher satisfaction with digital services than those seen as falling behind. Trust also hinges on clear accountability measures.

"Expectations for quick and simple service access continue to climb," said Heidi Kim, BCG managing director and partner and report coauthor. "Strong delivery paired with visible safeguards such as easy escalation to human review, public performance reports, and independent system audits builds greater confidence in government."

Public Concerns About Job Losses Persist

While optimism about AI grows, citizens worry about responsible deployment. Job displacement tops global concerns at 32 percent, followed closely by worries over decision accuracy at 30 percent.

The Opportunity May Not Last

The findings indicate that current openness to expanded AI use in public services offers governments a timely opening. Citizens increasingly regard AI as a route to better services, and expectations are rising fast.

"Remaining inactive is no longer the safer choice," said Dr. Lars Littig, BCG managing director and senior partner and report coauthor. "Governments hold a vital chance to apply AI for service transformation, provided they combine innovation with clear accountability."

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SOURCE Boston Consulting Group (BCG)