埃森哲：2025人工智能时代公共服务重构研究报告（英文版）（17页）.pdf

1、ContentsAuthors 3Introduction 4Why digital alone hasnt been enough 5Build a frictionless front door 7Use AI to automate and empower 10Reinvent the workforce experience 12Experience as the engine of transformation 14About the research 152Reimagining Public Services in the Age of AICopyright 2025 Acce

2、nture.All rights reserved.Natalie SistoManaging Director,Health&Public Service,Workforce&Talent TransformationEyal DarmonManaging Director,Strategy&Consulting,Public ServiceAnita PuriManaging Director,Public Service,Global LeadKevin EllenwoodManaging Director,Accenture Song,Public Service Customer E

3、xperienceAuthorsElizabeth NaikSenior Principal,Global Research Lead,Health&Public Service3Reimagining Public Services in the Age of AICopyright 2025 Accenture.All rights reserved.Around the world,government agencies face growing budget constraints,mounting backlogs and rising user expectations.Press

4、ure is high for them to deliver digital services that truly meet residents needs.In recent years,governments have invested heavily in digital tools.Our new survey of 7,250 residents and 4,100 frontline workers,covering 14 countries across all regions,shows signs of this progress.77%of public service

5、 workers say the tools they use every day have changed in the past two years,and 78%say their agency now offers more digital channels than two years ago.Despite this growth in digital options,service channel preferences have barely shifted since our previous survey in 2022.The most common ways to ac

6、cess government services are still websites,email,phone and in-person visits.With shrinking budgets and an overburdened workforce,one thing is clear:increasing the use of self-service channels is more urgent than ever.How,then,can governments make the leap from digital foundation to digital excellen