The AI imperative: Five steps to transforming public sector services

Mohammed Amin, senior VP, CEEMETA, Dell Technologies.

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Artificial intelligence is no longer an abstract construct; it's actively reshaping South Africa’s public sector. But this transformation hinges on more than just adoption. For governments to unlock AI’s full potential, it’s not just about implementing technology – it’s about doing so thoughtfully and strategically.

To truly harness AI's potential and avoid pitfalls, governments must navigate a complex web of ethical considerations, data security imperatives and the urgent need for workforce readiness.

Here are five key steps to ensure AI empowers societies, strengthens governance and enhances public services.

A successful AI strategy starts with a strong vision. Governments need to go beyond isolated projects and adopt a holistic approach that aligns AI initiatives with national priorities – whether it’s improving healthcare, streamlining public services or boosting economic resilience.

Take public services like tax processing or healthcare administration. AI can speed up tasks, reduce errors and improve citizen experiences. But success isn’t just about efficiency – it’s about impact. Governments should set clear, measurable goals, such as reducing service wait times or improving citizen satisfaction.

This vision must also be supported by cross-agency collaboration, so AI solutions work seamlessly across different departments rather than in silos. When governments lead with a clear AI vision, they build public trust and show that AI is here to serve, not replace, people.

AI can only be as good as the values it’s built on. Public trust in AI depends on fairness, transparency and accountability. To build ethical AI systems, governments should:

• Reduce bias: AI models must be trained on diverse, representative datasets to prevent discrimination.
• Ensure transparency: AI-driven decisions must be explainable, particularly in sensitive areas like healthcare, law enforcement and public benefits.
• Create strong oversight mechanisms: AI governance should be aligned with privacy laws and democratic values, as seen in frameworks like the EU AI Act.

Ethical AI isn’t just about compliance – it’s about trust. Citizens should feel confident that AI decisions are fair, clear and in their best interests.

AI relies on data, and that data must be secure. Without strong safeguards, governments risk exposing sensitive citizen information to cyber threats or external influence. To protect national security and maintain AI sovereignty, governments must:

• Invest in AI-ready infrastructure: This includes high-performance computing (HPC), secure cloud environments and edge AI solutions that process data within national borders.
• Ensure data sovereignty: Governments should prioritise local AI infrastructure, reducing dependency on foreign tech providers. In South Africa, the Centre for Artificial Intelligence Research has been established to support AI research at local universities, and the AI Institute of South Africa focuses on creating applications of AI for the public and private sectors.
• Implement strong data governance policies: Governments need clear regulations to dictate how data is collected, stored and used responsibly.

By securing infrastructure and enforcing strong governance, governments can harness AI without compromising data sovereignty or public trust.

For AI to succeed, people must be prepared to work alongside it. A tech-savvy public sector is no longer optional – it’s essential. To build an AI-ready workforce, governments should focus on:

• Training and reskilling programmes: Equip the public sector workforce with the skills to leverage AI tools effectively in their daily roles.
• Recruit AI specialists: Fill talent gaps with experts like data scientists, machine learning engineers and AI ethicists.
• Foster a culture of innovation: Encourage experimentation with AI tools to improve effectiveness and discover new applications.

According to Deloitte, state institutions in South Africa are identifying opportunities where AI can assist in driving the country towards the fourth industrial revolution. As AI adoption accelerates, governments that prioritise workforce readiness will lead the way in digital transformation.

AI innovation flourishes in vibrant ecosystems where governments, businesses and academia collaborate. Strong public-private partnerships can drive research, spur entrepreneurship and ensure that local priorities guide development. Governments can take several steps to develop sovereign AI ecosystems:

• Support local AI start-ups and R&D: Invest in businesses and research institutions working on solutions tailored to national priorities.
• Introduce regulatory sandboxes: Provide safe environments for controlled testing of AI applications before their full-scale deployment.
• Encourage knowledge-sharing: Foster collaboration between public and private sectors to break down silos, share expertise and accelerate progress.

By developing homegrown AI capabilities, governments can reduce reliance on foreign tech providers, fortify national security and create self-sustaining ecosystems. These efforts ensure that public sector AI remains a tool for empowerment, not dependence.

By investing in homegrown AI capabilities, governments can create self-sustaining AI ecosystems that reduce reliance on foreign technologies and ensure national security.

Sovereign AI is more than just technology – it’s a commitment to governance, ethics and citizen empowerment. Governments must lead in shaping AI with a clear vision, strong ethical foundations and collaboration between public and private sectors. By doing so, AI can become a force for societal progress and economic resilience. The time to act is now – let’s shape AI to serve the public good and build a resilient digital economy.