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With the rapid advancements in AI capabilities, the Dutch government is actively seeking both the opportunities it offers and the safeguards needed to responsibly deploy it. Dialogic conducted research for the Ministry of the Interior and Kingdom Relations on the current use of AI in civic services by other governments to gather their experiences and draw lessons for implementation in the Netherlands.
Based on a longlist of 1253 AI applications in civic services, we focused on several specific cases where AI plays various roles. From these 1253 cases, we identified four roles: supporting in the drafting of communication (by citizen or government) and interpreting communication (by citizen or government). For the specific cases, we conducted interviews to gain an overview of the implementation process: What was the trigger and what considerations were made? How do you reflect back on the deployment?
In all cases, the considerations commonly applied in the Netherlands from government guidelines, European legislation, and risk analysis frameworks such as IAMA closely resembled the considerations made in the cases. Despite an earlier lack of clear guidelines, these projects have, according to the creators and users, been able to make a positive contribution to the quality of civic service provision on various scales.
Curious about the cases and our further findings? Read the report (here), where the attachment provides a concise description of each case studied along with the relevant considerations!
