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Data and AI

Think big, start small

Unleashing the transformative power of Gen AI and agentic AI across government

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Generative and agentic AI technologies hold huge promise for governments. From proactively serving citizens to improving policies, they can help deliver next-generation citizen services at scale and create a smarter, more efficient government that benefits everyone.

Yet despite a strong appetite for adopting these digital technologies, various factors are preventing governments from unleashing their transformative power.

Our new point of view explores how governments are experimenting with Gen AI and agentic AI and what could be holding them back. It also covers how they can overcome these barriers and start realizing big gains. All while being transparent and ethical about where they deploy AI and how they use citizens’ data.

64% of public sector organizations are exploring or actively working on Gen AI initiatives, and 90% plan to implement agentic AI in the next 2-3 years

“From ambition to execution: data and AI mastery in government”, Capgemini Research Institute, May 2025

How agentic AI differs from Gen AI

While Gen AI excels at creating new text, audio or visuals, agentic AI can make decisions and complete tasks independently, without the need for human input.

Take your email inbox. Gen AI may already be helping you to draft responses and summarize long threads. An agentic AI assistant could take this up a level – auto-scheduling meetings, flagging conflicting priorities, nudging you to reply to important emails and suggesting what to say.

Agentic AI can also deploy multiple AI agents to achieve a common goal. When these specialized agents combine their expertise, they can make more nuanced decisions, and address complex challenges more effectively, than a single system attempting to manage everything.

Three ways Gen AI and agentic AI could transform government

Here are just three ways governments could deploy these game-changing technologies:

Agentic AI could spot potential issues early and step in to offer support before problems arise – marking a shift from reactive to proactive services. It could also help remove duplication of effort and budget behind the scenes while leading to faster responses and better decisions.

Agentic AI could act as a citizen’s personal assistant (with their consent), automating the process of claiming welfare benefits and proactively suggesting support. Gen AI and agentic AI could also help people with accessibility needs to access digital services.

Policymakers rely on vast amounts of written and numerical content to draft regulations, analyze research, and assess policy impact. Both Gen AI and agentic AI can streamline this process, so decision-making is faster, more informed and more inclusive.

How to implement Gen AI and agentic AI safely and at scale

Our point of view recommends that governments start by thinking big about the widespread transformation these tools could bring. It then suggests how they can start small and scale iteratively, putting the basics in place and using a tried-and-tested approach from pilot through to widespread adoption.

Find out more

Download our PoV

Research and insights

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Capgemini Research Institute

Data foundations for government

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Report

CDO playbook: How chief data officers are transforming government
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Connecting the dots: data sharing in the public sector

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Meet our experts

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Sandeep Kumar

Head of Portfolio & Enterprise Transformation
“When we develop citizen services, we apply what we’ve learnt from over 10 years of delivering human-centered digital services for governments globally. In doing so, we can take clients a step closer to their North Star: a life-event framework that truly puts citizens at the center.”
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Alessia Capula

Senior Service Designer
“We help governments design citizen-centric public services by applying the highest standards in design and inclusivity. Ensuring accessibility across all channels, including mobile, is central to our approach. By creating a cohesive service experience, we support the cross-departmental integration that benefits both citizens and public administration. Mobile platforms, including super-apps, are increasingly able to provide a comprehensive view of government services, putting them at citizens’ fingertips and supporting governments’ integrated vision.”
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Craig Suckling

Chief AI Officer, Europe
Craig is the Chief AI Officer for Capgemini Insights & Data, Europe. Before joining Capgemini, Craig was Chief Data Officer for the UK Government, accountable for the Government’s strategy and change agenda for data and AI, and he was also the global head of Data and AI strategy for Amazon Web Services. Craig has also held numerous roles as a private sector CDO, startup founder and advisory board member. He featured in the top 100 data and AI leaders in Europe in 2020-2025, and the top 100 global data and AI leaders in 2024.
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Kulan Gunawardena

Senior UX Designer, Business Technology
“We believe structured AI experiments are a launchpad for meaningful transformation. In human-centered design, embedding AI into workflows helps us explore how it can accelerate research and prototyping, democratize creativity, and streamline service delivery without compromising human oversight, ethics, or inclusivity. We help organisations plan, run, and scale these experiments, turning insights into action and building confidence to adopt AI responsibly.”
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Pierre-Adrien Hanania

Global Public Sector Head of Strategic Business Development
“In my role leading the strategic business development of the Public Sector team at Capgemini, I support the digitization of the public services across security and justice, public administration, healthcare, welfare, tax and defense. I previously led the Data & AI in Public Sector offer of the Group, focusing on how to unlock the intelligent use of data to help organizations deliver augmented public services to the citizens along trusted and ethical technology use. Based in Germany, I previously worked for various European think tanks and graduated in European Affairs at Sciences Po Paris.”