Transforming Citizen Experience: Elevating CX in Government Services

MIT SMR Connections

Transforming Citizen Experience:
Elevating CX in Government Services
29th April 2025 | Rixos Marina Abu Dhabi, UAE

Transforming Citizen Experience: Elevating CX in Government Services

MIT SMR Connections

At MIT SMR Connections, we explore the latest trends in leadership, managing technology, and digital transformation.

ABOUT THIS EDITION

Governments worldwide are under increasing pressure to deliver seamless, efficient, and citizen-centric services. Advances in AI, automation, and omnichannel communication are transforming how public services are designed and delivered, improving accessibility, efficiency, and personalization. However, scaling these technologies while ensuring trust, accountability, and inclusivity remains a key challenge.

This edition of MIT SMR Connections, presented in partnership with e& engageX, will examine how governments can leverage AI to enhance citizen experience (CX)—from streamlining digital interactions to reducing service bottlenecks and enabling data-driven decision-making. The discussion will focus on best practices for implementation, the balance between automation and human oversight, and the future of AI-driven government services.

Through expert insights and real-world applications, this conversation will provide public sector leaders with a strategic roadmap for harnessing technology to create more effective, transparent, and responsive citizen experiences.

Briefing Points

AI-Powered Government Services: The Shift to Personalization: How AI-driven automation and data intelligence are enabling more tailored, proactive, and accessible citizen services.
Seamless Digital Interactions: Eliminating Service Bottlenecks: Best practices for reducing friction in government service delivery, from self-service portals to omnichannel experiences.
Balancing Automation and Human-Centric Governance: Where should governments draw the line between automation and human intervention to maintain trust, empathy, and accountability?
Building Public Trust in AI-Driven Decision-Making: Addressing concerns around transparency, bias, and ethical AI deployment to ensure citizens remain confident in digital governance.
The Future of AI in Public Services: Scaling Innovation Responsibly: How governments can modernize infrastructure, overcome regulatory challenges, and ensure AI adoption leads to long-term impact.