How AI can enhance the delivery of citizen services and public safety

Around the world, organisations are increasingly recognising the transformative potential of artificial intelligence (AI) in reshaping their operations.  

From streamlining workflows to improving decision-making and elevating customer experiences, there’s no doubt AI is becoming a powerful tool in numerous sectors.  

As AI adoption accelerates across industries, its impact on citizen services is particularly notable, with governments, law enforcement agencies, and financial institutions leveraging this technology to deliver more efficient, responsive, and effective services. 

While AI is often approached with caution, there's no denying the powerful impact it can have when implemented responsibly and within well-governed frameworks. Let’s take a look at several real-world examples from around the globe, highlighting the significant strides made in using AI to enhance public service delivery while creating positive social outcomes.  

Saving time – and lives – in law enforcement 

AI is currently making waves in law enforcement, transforming how police departments ensure public safety.  

By analysing vast amounts of crime data, forecasting potential criminal activity, and optimising resource allocation, AI empowers law enforcement agencies to be proactive, addressing issues before they escalate and helping to reduce crime rates. 

A well-known application of AI in this field is facial recognition technology. While ethical and privacy concerns continue to generate debate, the ability to identify suspects in real-time is proving invaluable for law enforcement. 

AI is also revolutionising emergency responses. Drones, for instance, are increasingly deployed as rapid first responders. Instead of sending officers to every alarm, drones can assess situations quickly, determine whether they’re genuine emergencies, and relay critical information to officers on the ground. This not only saves time but also ensures the safety of police officers. 

Earlier this year in the US, a drone was credited with saving a police officer's life. When the officer stopped a suspicious vehicle and lost contact with dispatch, the drone swiftly located both the officer and the driver, who was an escapee from a local detention centre. Engaged in a struggle in a drainage ditch beneath the highway, both the officer and his attacker were completely out of sight from the road above.  

Within 45 seconds, backup units were on the scene—far quicker than the estimated 5-7 minutes it would have taken without the drone’s assistance. This timely intervention highlights how AI-driven technologies can be lifesaving.

Improving DFV response times and outcomes 

AI is also revolutionising how investigative agencies handle domestic and family violence (DFV) cases, enhancing both response times and outcomes.  

Previously, officers could spend hours offline preparing domestic violence applications, which limited their ability to respond to other urgent incidents and contributed to burnout and high attrition rates across the force. With AI automating these processes, the time spent generating forms and protection orders can be greatly reduced from hours to just minutes. 

Platforms like Comtrac are helping to streamline these processes easing the admin burden on officers, enabling them to manage large volumes of data more efficiently and derive valuable investigative insights. 

Comtrac’s AI-driven solutions can increase efficiency by up to 75%, effectively multiplying an investigator's productivity to that of a four-person team. By automatically populating forms with critical evidence—such as body-worn camera footage and witness statements – AI not only speeds up documentation but also enhances accuracy, enabling faster, more effective responses to DFV cases. 

Safeguarding citizens from financial crime and fraud 

In the banking sector, we’re seeing the way in which AI is reshaping how financial institutions engage with customers and safeguard their assets.  

By analysing customer data, AI can help banks provide more tailored financial advice and product recommendations. AI-powered chatbots are also streamlining customer service, handling routine inquiries and allowing human employees to focus on more complex issues. This not only enhances customer satisfaction but improves operational efficiency. 

AI is playing a crucial role in fraud detection as well. A recent survey revealed that 73% of organisations use AI to combat fraud, with another 23% planning to implement it soon. AI algorithms analyse transaction patterns to detect anomalies, improving fraud detection accuracy by more than 50% compared to traditional methods. 

By reducing human error and increasing detection speed, AI is strengthening security to protect customers and their assets. For financial institutions, this is good news for both operational costs and brand reputation. 

Streamlining public service delivery 

Many government agencies are recognising the potential of AI to optimise public service delivery in areas such as infrastructure, transport, environmental management, and public safety.  

According to a 2024 survey, over two-thirds of local governments are exploring AI’s capabilities, seeing it as an effective tool to cut costs while maintaining – or even improving – service delivery. 

AI’s ability to process vast amounts of real-time data supports data-driven decision-making, enabling governments to respond more effectively to emerging issues. In areas like urban planning and traffic management, for example, AI is helping optimise traffic flows and reduce congestion and pollution by analysing data from traffic cameras and sensors. 

For citizens, AI is making it easier to interact with government services. AI-powered chatbots offer 24-hour assistance, while AI-driven digital identity systems use machine learning to authenticate personal details, simplifying access to services. Citizens can complete tasks like renewing driver’s licences or obtaining building permits online, saving time and reducing bureaucratic delays. 

Additionally, AI is playing a critical role in environmental monitoring, helping local governments track water contamination, air quality, and soil toxicity. The technology can also support early warning systems for natural disasters, improving the responsiveness of emergency services. 

Making online spaces safer for children 

In our increasingly online world, with its risks and dangers, it's refreshing to see artificial intelligence making positive progress in creating safer online environments for children.  

AI, with its ability to monitor and analyse vast amounts of online content much faster than any human moderator, is proving invaluable in filtering harmful material and detecting predatory behaviour across digital platforms. 

Companies like Google and Facebook use sophisticated AI algorithms to scan millions of posts, images, and videos daily, flagging and removing harmful content in real time. AI tools are also being employed to detect bullying, offensive language, and other forms of online abuse, offering an additional layer of protection for children. 

Moreover, AI is helping organisations identify and rescue victims of child trafficking and exploitation by analysing online content at scale, further demonstrating its critical role in safeguarding vulnerable individuals. 

A new era of citizen services: AI leading the way 

The integration of artificial intelligence into the citizen services sector is not just a passing trend. It’s a transformative shift that’s already driving efficiency, personalisation, and improved outcomes for organisations – and society as a whole.  

Across industries such as banking, government, and law enforcement, we see AI technologies enabling faster, more accurate decision-making, reducing operational costs, and improving user experiences. 

As AI continues to enhance and reshape the delivery of citizen services, there is potential to see it driving positive change across the board. From ensuring safer communities through law enforcement innovation, to improving access to public services and creating a safer digital space for children, the ripple effects of AI are far-reaching. 

Comtrac will be at the Future Gov AI Summit, May 20th 2025 sharing stories on how AI can help with the delivery of services.

With insights provided by Chris McDonald, AI Solutions Consultant – Law Enforcement and Regulation.

Chris is a police detective with 16 years' experience in counterterrorism and major criminal investigations, now working as an AI Solutions Consultant. Drawing on his deep investigative expertise, he helps ensure Comtrac delivers AI solutions that meet the real-world needs of policing, bridging the gap between traditional law enforcement and emerging technologies.

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