Intelligent automation: How AI is making public authorities fit for the future

The pressure for change as an opportunity

The demands placed on public authorities are constantly increasing: the energy transition, the transport transition, skills shortages and digitalisation all call for more efficient structures and new approaches. At the same time, resources are becoming scarcer, whilst expectations regarding service quality and speed are rising.

It is precisely in this situation that the use of AI offers a unique opportunity. It helps public authorities to streamline processes, make better use of knowledge and speed up decision-making. AI thus becomes a strategic lever for a modern, citizen-centred and efficient public administration.

What AI can achieve in public administration

AI is no longer merely a vision of the future, but a practical technology. Modern AI solutions combine language models, knowledge management and process automation to specifically ease the burden of day-to-day administrative work.

• Digital assistance systems help staff find information more quickly, structure texts and draft documents – always based on up-to-date and verified sources.

• Automated case processing handles routine tasks such as checking incoming correspondence, assigning documents or drafting decisions – with final approval by the case handler.

• Intelligent decision support analyses large volumes of data, identifies correlations and provides reliable recommendations for action.

This allows staff to refocus more strongly on substantive work and communication with the public.

Practical examples

Intelligent administrative portals provide citizens with barrier-free access to digital services, regardless of time or location. AI-powered chatbots guide users through application processes, translate texts into plain language or foreign languages, and automatically check whether documents are complete. This reduces the workload on staff whilst simultaneously improving service quality.

AI also demonstrates its potential in document processing. It identifies deadlines, classifies correspondence by content rather than format, and drafts replies – including source references and compliance with regulations. This speeds up processing, reduces the error rate and frees up time in day-to-day work.

Conversational AI, in turn, adds a new dimension to accessibility: virtual assistants answer routine enquiries around the clock, forward complex issues to the right departments and thus improve processing times throughout the entire service process.

Security and accountability as a foundation

Particularly in the public sector, the use of AI must be transparent, secure and traceable. The EU AI Act and the international standard ISO/IEC 42001 provide a clear framework for this. Both require that AI systems respect fundamental rights, data protection and ethical principles.

This includes classifying applications according to their risk potential, as well as introducing a structured AI management system (AIMS). This is the only way to ensure that AI is used not only efficiently but also reliably in day-to-day administrative work.

Step by step towards AI-supported public administration

With the Materna Generative AI Factory, we support public authorities on their journey towards digital transformation – from the initial idea through to stable operation. Our approach combines strategy, organisation, technology and data into a holistic process:

• Inspiration & Analysis: Identifying relevant use cases and assessing the level of AI maturity.

• Design & Implementation: Development of pilot projects, integration into existing systems and establishment of scalable platforms.

• Operation & Further Development: Monitoring, governance and continuous optimisation during routine operation.

Pre-built modules enable a quick start, which can be individually tailored to the needs of each organisation.

Conclusion

AI is far more than just a tool for improving efficiency – it is the key to a modern, citizen-centred and resilient public administration. Those who start today are laying the foundations for sustainable workload reduction, greater transparency and improved service quality. With the right strategy, clear governance and experienced partners such as Materna, this transformation can succeed.

You can find out more in our white paper.