Extensive investments by Qatar have helped “maintain high levels of satisfaction” with the country’s digital services, which fosters confidence in government use of artificial intelligence (AI), Boston Consulting Group has said in a report.This foundation of trust and strategic investment supports the GCC’s leading position in citizen satisfaction and presents an opportunity for the region to shape next-generation digital government services.As countries worldwide explore GenAI integration, the GCC stands poised to set new standards in AI-powered public service that adapts to evolving citizen needs.GCC region’s exemplary performance in digital government services has been highlighted in a recent report by Boston Consulting Group with Qatar, Saudi Arabia and the United Arab Emirates “achieving global leadership” in citizen satisfaction.BCG’s findings show that GCC countries lead globally in citizen satisfaction with digital government services, reaching a net satisfaction score of 81%.GCC citizens also report using these services 22% more frequently than the global average, reflecting high engagement and a strong commitment from governments to deliver quality digital experiences.Notably, 76% of GCC citizens embrace AI-powered government services driven by virtual assistants and personalised solutions that enhance accessibility and efficiency.Additionally, 42% of GCC respondents expect services to perform at regional and global top-performer standards in 2024, underscoring citizens’ high expectations for public service quality, BCG noted.“The citizens of the GCC are increasingly holding their governments to the same standards as major tech players, expecting rapid, innovative solutions that meet their needs efficiently and seamlessly,” said Rami Mourtada, Partner & Director of Digital Transformation, BCG.“GCC governments are delivering on these expectations by embracing a digital-first approach and moving at the pace with global emerging tech trends. With the transformative potential of Generative AI ahead, sustained investment and innovation will be crucial to maintaining their leadership in government services and meeting the evolving demands of the digital age. “As global interest in GenAI expands, GCC emerges as a leader. As found in the report, citizens in the GCC exhibited a net trust of 71%, forty-nine percentage points higher than the global average, for their government use of AI in digital services.This leading level of trust has also been matched with substantial investments in AI and digital infrastructure across the region led by public initiatives.Leading this charge, Saudi Arabia’s National Strategy for Data and AI targets economic growth with a projected contribution of $133.3bn to GDP by 2030.Similarly, Qatar is driving digital transformation through strategic collaborations with Qatar University and tech providers to upskill ICT professionals in AI, 5G, and cloud computing.Rounding out these advances the UAE’s Technology Innovation Institute has positioned itself as an AI leader by developing the open-source Falcon LLM, demonstrating the region’s technology capabilities in generative AI.These coordinated efforts across GCC combine public trust with strategic investments and technological advancement in AI, the report noted.With some of the highest global rates of GenAI usage, GCC citizens demonstrate a solid readiness to adopt AI-driven solutions in public services.“The GCC stands at a real and unprecedented opportunity,” said Dr Lars Littig, Managing Director & Partner, BCG, and EMESA Leader of BCG’s Center for Digital Government.“Achieving a cohesive, government-wide digital evolution requires a strategic vision, solid governance, and effective coordination within and outside the public sector.“In the GCC, governments are advancing data governance and responsible AI practices to build citizen trust, treating data as a national resource that fuels smarter policy decisions.”
Pratap John
Pratap John is Business Editor at Gulf Times. He has mainstream media experience of nearly 30 years in specialties such as energy, business & finance, banking, telecom and aviation, and covered many major events across the globe.
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