Guest post by Paul Turley, ServiceNow, Senior Director Ireland Enterprise Sales

Artificial intelligence is reshaping every aspect of society, especially citizens' daily lives. For governments, the arrival of agentic AI is not a replacement for human leadership or democratic processes. Instead, it should be seen as the catalyst to finally deliver on long-standing ambitions for integrated, citizen-first services.

The goal lies in seeing agentic AI not just as an advance in automation but as an enabler of true data integration – the foundation for a joined-up, single-platform government. By connecting siloed systems and allowing data to move securely and intelligently across departments, agentic AI provides the means to turn digital transformation ambitions into tangible outcomes for citizens.

The single platform ambition with stronger platform governance

Most governments still struggle with siloed, outdated systems that frustrate both citizens and the public servants who support them. The result: inefficiency, duplication, and a widening gap between citizen expectations and government capabilities.

Agentic AI changes the equation. These autonomous agents can work across departmental boundaries, connecting fragmented processes and data into seamless services. Instead of citizens repeating the same information across agencies, AI agents can coordinate in the background. Automatically pulling from tax, healthcare, and employment systems to pre-fill applications, agents are resolving queries faster, triggering the right workflows across departments.

This isn't just about creating a single government platform, it's about achieving single-platform governance. With all systems aligned through one intelligent, secure platform, governments can better manage transformation, track progress, and ensure every digital investment contributes to a shared outcome.

Why agentic AI matters for government

Despite strong momentum – 90% of public sector organisations worldwide plan to explore, pilot, or implement agentic AI within the next two to three years – progress remains variable. The EU's AI Continent Action Plan highlights healthcare and public services as priorities, yet adoption lags. Only 13.5% of EU companies are using AI. Governments risk being left behind unless they accelerate integration.

Europe's governments already spend hundreds of billions annually on IT but much of this investment is tied up in legacy infrastructure. Embedding agentic AI within a single-platform model with ethics and oversight built in from day one can help to unlock new efficiencies and deliver unified citizen experiences at scale.

Part of the reason momentum remains uneven is that there's still some misunderstanding about the full benefits of scaling. Conversations around agentic AI often miss what truly makes it transformative. In the public sector, three main advantages stand out:

1. Driving efficiency: AI provides real-time visibility into infrastructure, software, and hardware, helping public sector agencies identify inefficiencies, reduce costs, and make smarter policy decisions. For example, public sector organisations in Europe are already using AI insights to cut waste and improve sustainability.

2. Time savings and productivity: According to a report by The Alan Turing Institute, around 40% of public sector time could be supported by AI. Autonomous AI agents can automate administrative tasks, easing pressure on stretched staff, accelerating service delivery, and reducing delays in critical services, directly benefiting citizens.

3. Empowering the workforce: AI streamlines HR processes, supports hybrid work models, and enhances employee experience. This not only improves morale but also strengthens the overall effectiveness of public service delivery. Governments thrive when their employees thrive.

Taken together, these gains illustrate why agentic AI is not simply a tool for cutting costs but a force for reshaping public service.

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