AI and so-called AI agents may be crucial when it comes to creating a more efficient public sector. This technology opens the door to rethinking everything from citizen services to case processing. 

In my work, I’ve had the opportunity to follow how private companies have successfully adopted AI agents — not just as experimental tools, but as concrete solutions that streamline workflows and significantly improve the user experience. Many of these solutions can be adapted to the public sector, which is why I see great potential in using AI agents in public administration. Naturally with attention to the specific considerations that apply in the public domain. 

In this blog post, I’ll explore what AI agents are, why they can create value in the public sector, which barriers need attention, and how to get started. 

What is an AI agent? 

AI agents represent a new type of digital assistant made possible by recent advances in Large Language Models (LLMs). These LLMs give AI agents advanced language comprehension, which (when combined with their ability to perform automated tasks) holds significant potential for public administration. 

While a traditional chatbot can respond to a question, an AI agent can act on it. In other words, it can take actions on behalf of the citizen or public employee. 

An AI agent can analyze a citizen's inquiry, identify the intent, and automatically trigger the appropriate action. For example, sending a reply, performing a system update, or escalating the matter for manual review. If a citizen writes to say they’re changing their address, the agent doesn’t just reply with instructions, it can directly update the system based on the provided information. 

AI agents don’t just provide answers—they carry out tasks across systems. This makes them active participants in workflows that previously required human involvement. And this is precisely where AI agents can make a major difference in the public sector. 

How AI agents can support the public sector 

Efficiency isn’t just a political goal — it’s already a daily reality for many public authorities. They are expected to deliver more with fewer resources, all while citizen expectations for service and accessibility continue to rise. 

AI agents offer exactly that: technology that can create clarity, ease the workload, and improve service delivery. When a solution can both respond and act quickly and accurately, we begin to see a genuine digital shift. Here are three key areas where AI agents hold great potential in public administration: 

Tailored and easy interaction with citizens 
AI agents can translate technical or legal information into plain, understandable language helping citizens, businesses, and employees navigate public services, laws, and regulations that might otherwise be complex and difficult to interpret. By asking follow-up questions and adapting explanations to the individual’s situation, the AI agent can, for example, clarify how a specific law affects a citizen without needing staff intervention. 
 

Automation of inquiries 
AI agents go beyond dialogue. They can analyze content such as an email, understand the context and perform relevant actions like system updates. This increases efficiency and reduces the need for manual handling of routine tasks for both citizens and employees, such as address changes, case creation, or automatic analysis of access-to-information requests. 

Strengthening professionalism and core tasks 
When AI agents take over repetitive administrative tasks, staff gain more time for the things that require human judgment — such as case handling, counseling, and building relationships with citizens. This results in both increased professional depth and more value for society. 

Barriers: What should public authorities be aware of? 

Although the potential of AI agents is significant, I fully recognize that many public authorities face realities with barriers such as: 

Security and data control 
Some authorities are concerned about relying on foreign cloud providers due to both geopolitical and data security reasons. It’s important to know that AI solutions can be operated on-premises. This requires greater infrastructure investment but offers higher control over data and the ability to keep systems running even during crises or network outages. 

Legal uncertainty 
Many authorities hesitate to move forward because the legal framework for using AI in public administration remains unclear. There is a need for precise internal guidelines so that both legal advisors and IT managers have something concrete to rely on. 

Ethical considerations 
When AI is used in citizen-facing communication, trust is essential. The agent must never respond to something it has no foundation for. It’s important to understand the technology’s limitations and build the agent responsibly from the outset, including clear “guardrails,” such as defining what the agent must not respond to. For areas where accuracy is especially critical — such as medical assessments or legal advice — human verification should be considered.
  

Professionalism and quality assurance 
AI agents must not replace professional expertise — they must support it. Responses must be correct, up to date, and responsible. The risk of so-called “hallucinations,” where the system invents answers, can’t be eliminated entirely, but it can be minimized through testing, continuous monitoring, and proper architecture. 

How to get started  

For many public authorities, the first step isn’t about technology: it’s about identifying needs. In other words, a thorough analysis phase is required: Where are the bottlenecks? Where are excessive resources being used on manual tasks? And where could citizens benefit from better and faster responses? 

Once those needs are identified, I have three key recommendations:

1. Start small – but strategically 
Begin where the potential is clear and the complexity is manageable. An AI agent for document understanding or inquiry classification can be a concrete and valuable first step.

2. Combine expertise and technology 
Successful implementation requires more than good tech. It requires IT, legal advisors, domain experts, and leadership to collaborate from the beginning. It’s through this collaboration that AI solutions truly make a difference.

3. Choose technology thoughtfully 
Especially in the public sector, requirements for security and data control are high. Consider whether the solution should run on-premises, in the cloud, or as a hybrid. This demands both technical insight and strategic guidance. 

AI agents are not science fiction. They are accessible, mature and already in use across many public sector contexts. And for good reasons.