{"id":887684,"date":"2025-10-22T10:27:07","date_gmt":"2025-10-22T10:27:07","guid":{"rendered":"https:\/\/www.capgemini.com\/de-de\/?post_type=research-and-insight&#038;p=887684"},"modified":"2026-01-22T07:42:10","modified_gmt":"2026-01-22T07:42:10","slug":"could-ai-unlock-great-customer-service-in-the-public-sector","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/de-de\/insights\/research\/could-ai-unlock-great-customer-service-in-the-public-sector\/","title":{"rendered":"Customer Experience im \u00f6ffentlichen Sektor: Welche Rolle spielt KI?"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/09\/PoV-AI-unlock-great-customer-service-in-the-public-sector-web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 72%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Gen AI<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Customer Experience im \u00f6ffentlichen Sektor: Welche Rolle spielt KI?<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Could-AI-unlock-great-customer-service-in-the-public-sector.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download our PoV<\/span><span class=\"type\">6 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1153776\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1153776\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-customer-experience-cx-im-offentlichen-sektor-steht-vor-einer-transformation\"><strong>Customer Experience (CX) im \u00f6ffentlichen Sektor steht vor einer Transformation<\/strong><\/h3>\n\n\n\n<p>Die Bed\u00fcrfnisse der B\u00fcrger effizient, effektiv und empathisch zu erf\u00fcllen \u2013 durch integrierte, personalisierte Services: So k\u00f6nnte der Einsatz von KI im \u00f6ffentlichen Sektor konkret aussehen. Laut einer Studie des Capgemini Research Institute sind jedoch nur 25\u202fProzent der B\u00fcrger mit den Leistungen staatlicher Stellen zufrieden oder sehr zufrieden.<\/p>\n\n\n\n<p>Der aktuelle Point of View analysiert, warum hochwertiger Kundenservice im \u00f6ffentlichen Sektor von zentraler Bedeutung ist und welche Faktoren seine Umsetzung erschweren. Er zeigt das Potenzial generativer KI-Tools und KI-Agenten zur Verbesserung des Serviceangebots auf und beschreibt vier konkrete Schritte, mit denen Verantwortliche in IT und operativer Umsetzung die Vorteile realisieren k\u00f6nnen \u2013 vorausgesetzt, die technologischen und organisatorischen Grundlagen sind vorhanden.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>\u201e72\u202fProzent der Befragten im \u00f6ffentlichen Dienst nennen steigende Kundenerwartungen als ein kritisches Problem f\u00fcr ihren Kundenservice.\u201c<\/strong><a id=\"_msocom_1\"><\/a><\/p>\n<cite><em>Den Wert des Kundenservice freisetzen, Capgemini Research Institute, M\u00e4rz 2025<\/em><\/cite><\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-aktueller-stand-im-offentlichen-sektor\"><strong>Aktueller Stand im \u00f6ffentlichen Sektor<\/strong><\/h4>\n\n\n\n<p>Die Umfrage zeigt, dass \u00f6ffentliche Einrichtungen generative KI h\u00e4ufiger erproben, testen oder bereits integriert haben als der branchen\u00fcbergreifende Durchschnitt (91\u202f&nbsp;Prozent gegen\u00fcber 86\u202f&nbsp;Prozent). Zudem berichten mehr F\u00fchrungskr\u00e4fte im \u00f6ffentlichen Sektor von positiven Effekten \u2013 darunter geringere Betriebskosten und k\u00fcrzere Bearbeitungszeiten.<\/p>\n\n\n\n<p>Gleichzeitig bleibt die Zufriedenheit bei B\u00fcrgern und Mitarbeitenden im Kundenservice niedrig. Gr\u00fcnde daf\u00fcr sind unter anderem fragmentierte IT-Systeme, isolierte Organisationsstrukturen und fehlende technologische Grundlagen.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong><em>\u201eIn Gro\u00dfbritannien m\u00fcssen manche Menschen mit einer langfristigen Behinderung oder Erkrankung mit 40 Diensten in neun verschiedenen Organisationen interagieren.\u201c<\/em><\/strong><\/p>\n<cite>The state of digital government review, GOV.UK 2025<\/cite><\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-grundlagen-fur-ki-gestutzten-kundenservice\"><strong>Grundlagen f\u00fcr KI-gest\u00fctzten Kundenservice<\/strong><\/h4>\n\n\n\n<p>Generative KI und KI-Agenten sind keine Wundermittel. Ihre Wirksamkeit h\u00e4ngt davon ab, ob sie auf zentrale Voraussetzungen f\u00fcr leistungsf\u00e4higen Kundenservice aufbauen k\u00f6nnen:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Moderne, integrierte und skalierbare IT-Infrastruktur<\/li>\n\n\n\n<li>Hochwertige Daten mit standardisierten Definitionen und klarer Governance f\u00fcr den Datenaustausch<\/li>\n\n\n\n<li>Einheitliche CRM-Systeme, die KI und Mitarbeitenden ein vollst\u00e4ndiges Bild der betreuten Person liefern<\/li>\n\n\n\n<li>Rahmenbedingungen und Prozesse, die Datenschutz, Sicherheit und regulatorische Konformit\u00e4t \u00fcber alle Servicekan\u00e4le hinweg gew\u00e4hrleisten<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-aspekte-bei-der-einfuhrung-von-ki-im-kundenservice\"><strong>Aspekte bei der Einf\u00fchrung von KI im Kundenservice<\/strong><\/h4>\n\n\n\n<p>Die Bereitstellung eines nahtlosen, personalisierten Service erfordert auch Ver\u00e4nderungen bei Mitarbeitenden, Prozessen und Denkweisen. Von der Identifikation geeigneter Einsatzfelder bis zur Verbesserung der Zug\u00e4nglichkeit \u2013 die beschriebenen Schritte unterst\u00fctzen \u00f6ffentliche Organisationen dabei, mit KI neue Wertsch\u00f6pfung im Kundenservice zu erzielen.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Could-AI-unlock-great-customer-service-in-the-public-sector.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download point of view<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n","protected":false},"excerpt":{"rendered":"<p>Our new point of view explores why high-quality customer service matters in the sector and what makes it challenging to 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