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Generative AI for Public Services, Governments, NGOs, and the Parapublic Sector

Auteur n°3 – Benjamin

By Benjamin Massa
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Public administrations, governments, NGOs, and parapublic entities have considerable potential to harness generative AI. Far from being reserved for the private sector, this language-model–based technology paves the way for pragmatic modernization of internal processes, tangible improvements in service quality, and better accessibility to information. When integrated within an ethical, secure, and experimental framework, institutions can boost efficiency while preserving citizens’ trust and the sovereignty of their data.

Productivity and Automation of Low-Value Tasks

Generative AI tools accelerate the drafting, summarization, and translation of official documents. They significantly reduce production lead times and free teams from repetitive routines.

Automated AI-Powered Writing and Summarization

Generative AI can produce clear, structured summaries from lengthy reports or hearing transcripts. By leveraging a language model trained on institutional corpora, staff can obtain a concise, shareable document in seconds.

This approach cuts down on manual data entry time while ensuring stylistic consistency with administrative guidelines. Project managers save several hours each week, which they can allocate to higher-value activities.

For example, a government department piloted an AI-driven meeting-minutes generator for its commissions, reducing drafting time by 60% and speeding up internal information dissemination.

Translation and Standardization of Public Documents

The need to publish texts in multiple official languages often burdens the departments responsible. Generative AI delivers high-quality initial translations, followed by targeted human review.

By standardizing terminology and style, the tool ensures uniform and comprehensible communication for francophone, germanophone, and italophone audiences alike, with final quality oversight by domain experts.

A Geneva-based parapublic association adopted an open-source language model to produce its reports simultaneously in four languages, cutting outsourced translation costs by nearly 45% and shortening distribution times.

Optimization of Internal Administrative Processes

Beyond documents, generative AI integrates into internal workflows to automate the creation of standardized emails, notifications, and pre-filled forms. Agents receive instant suggestions, reducing error risk.

This standardization lightens cognitive load and streamlines everyday interdepartmental interactions. Overall productivity improves without sacrificing the personalization required in sensitive cases.

One parapublic organization deployed an AI assistant for drafting administrative letters, freeing up 30% of employees’ time and improving responsiveness to requests.

AI for Decision Support and Public Content Accessibility

Language models can analyze massive data volumes to inform public decisions and offer actionable recommendations, fostering better understanding of complex issues.

Decision-Making Assistance

Generative AI processes and synthesizes economic reports, performance indicators, and survey feedback to produce strategic briefing notes. Decision-makers gain a consolidated, up-to-date view with just a few clicks.

By aggregating multiple sources, the tool highlights trends or correlations that are hard to detect manually. Its ability to convert raw data into actionable insights enhances the speed and quality of public decisions.

A major administration tested an AI assistant to steer its regional economic recovery strategy, obtaining real-time comparative scenarios and halving sector-data analysis time.

Personalization of Citizen Interactions

Chatbots powered by generative AI offer intuitive, personalized user support. Understanding each inquiry’s context, they efficiently guide users to the appropriate forms or procedures.

Trained on the institution’s knowledge base, the online public service becomes more accessible and self-sufficient, while freeing agents from first-level inquiries.

A public-health NGO, for example, deployed a conversational assistant to handle beneficiary questions, reducing incoming call volume by 70% and boosting user satisfaction.

Enhancing Inclusion and Digital Accessibility

Generative AI technologies facilitate the production of accessible content (simplified text, audio descriptions, automaticIA générative pour services publics, gouvernements, ONG et para-public subtitles). They meet legal requirements and foster greater inclusion for people with disabilities.

By automating these tasks, institutions ensure rapid, consistent dissemination of accessible information without requiring permanently dedicated specialist teams.

A parapublic training institution integrated real-time audio summaries and transcriptions for its educational content, increasing resource access by an additional 25% of participants.

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Key Considerations for Deploying Generative AI

Successful integration of a language model in the public sector relies on robust governance, sensitive data protection, and gradual team buy-in.

Governance and Legal Framework

Institutions must establish a clear AI usage policy, defining responsibilities, data-access levels, and audit procedures. A cross-functional committee ensures regulatory compliance.

Adherence to GDPR, public procurement laws, and sector-specific directives is imperative to maintain citizens’ trust and mitigate legal risks.

It is common for governments to implement an internal AI charter and a best-practices reference framework, involving IT, legal, and domain experts to oversee experiments transparently and responsibly.

Security and Protection of Sensitive Data

Language models often process critical data. Encryption of data flows, environment isolation, and the use of on-premise or sovereign solutions help maintain control over public data.

Review and obfuscation processes preserve confidentiality while allowing model training or fine-tuning on internal corpora.

An organization handling sensitive records selected a Switzerland-based AI infrastructure to process private files, thus ensuring data sovereignty and full lifecycle control.

Team Adoption and Change Management

The success of a generative AI project largely depends on end-user adoption. Collaborative workshops and concrete pilots foster skill development and buy-in.

Regular communication on objectives, limitations, and early results helps demystify the technology and embed the project in a continuous-improvement mindset.

An Experimental, Use-Centric, and Controlled Approach

Rather than overplan, it is better to launch small use cases, iterate, and adjust. Training and clear governance ensure a controlled rollout.

Pilot Use Cases and Iterative Testing

Implementing proofs of concept on a limited scope quickly demonstrates added value and uncovers technical or organizational friction points.

These iterative experiments drive continuous improvement of the language model and fine-tune it to specific business needs without jeopardizing the project’s overall scope.

For cantons and other public administrations, it is prudent to start by testing generative AI on simple request analysis before extending its use to other areas, ensuring a secure scalability path.

Training and AI Empowerment for Teams

Dedicated training sessions on how language models work and their limitations ensure responsible, optimized usage. Users learn to craft precise prompts and interpret results critically.

Developing an internal resource center (FAQ, tutorials, best practices) facilitates knowledge sharing and strengthens team autonomy.

Establishing Clear AI Governance

Forming an AI steering committee enables monitoring of interaction quality, adjustment of performance indicators, and oversight of ethical usage.

Regular reviews engage stakeholders (IT, operational teams, legal, cybersecurity) to validate updates, share feedback, and quickly rectify any deviations.

One parapublic body, for instance, instituted quarterly AI impact reviews, including log audits, adjustment workshops, and systematic updates to its best-practices guide.

Dare to Experiment with AI to Transform Public and Parapublic Services

Generative AI offers a powerful lever to boost productivity, enrich decision-making, enhance accessibility, and modernize the public sector. Its benefits are real, provided that solid governance is in place, sensitive data are secured, and teams are engaged from the early pilot phases.

Rather than aiming for exhaustive transformation from day one, a progressive, use-centric, and continuously experimental approach is preferable. This pragmatism allows real-time course corrections and maximizes value for citizens.

Whatever your current maturity level, our AI and digital transformation experts are ready to co-design ethical, secure solutions tailored to your regulatory and operational context.

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By Benjamin

Digital expert

PUBLISHED BY

Benjamin Massa

Benjamin is an experienced strategy consultant with 360° skills and a strong mastery of the digital markets across various industries. He advises our clients on strategic and operational matters and elaborates powerful tailor made solutions allowing organizations and entrepreneur to achieve their goals. Building the digital leaders of tomorrow is his day-to-day job.

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