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The AI-Driven State: How Government-as-a-Service Is Transforming Public Service
Abstract
Good governance is increasingly synonymous with the ability to deliver connected, digital services. The COVID-19 pandemic tested public sector agencies with intensified expectations and increased service demands, exposing shortcomings in online service delivery. This article examines how the pandemic accelerated digital transformation and presents an opportunity to develop robust government-as-a-service (GaaS) platforms, cloud-based infrastructures that enable governments to deliver public services more efficiently. It outlines the historical evolution of e-government, summarizes insights from structured interviews with 10 government technology leaders, and proposes a framework for emerging GaaS models. The study calls for researchers and practitioners to design and implement self-regulating digital experience platforms characterized by five essential attributes. By leveraging public-private partnerships, governments can build resilient, full-service GaaS solutions that enhance citizen engagement, agility, and innovation worldwide.
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