A complicated official notice, incomprehensible wording or the question of which department is actually responsible: dealing with public authorities repeatedly presents challenges for citizens. Artificial intelligence can help to break down bureaucratic barriers and make administrative processes more accessible.

AI is becoming a digital assistant for public authorities

As a representative survey by the digital industry association Bitkom of 1,004 people aged 18 and over shows, 11 per cent of Germans have already used AI when dealing with public authorities. A further 27 per cent can imagine doing so in future.

AI is used particularly frequently when it comes to better understanding information. 35 per cent of those who already use AI when dealing with public authorities use it to find out about their rights. A quarter (25 per cent) use it to have official correspondence explained to them, and 10 per cent use AI to find the relevant authority for their enquiry.

The technology also provides support when communicating with public authorities: 19 per cent have their correspondence checked by AI before sending it, whilst 14 per cent use it directly to draft their correspondence. Other areas of application include translations (9 per cent) and assistance with filling in forms (6 per cent).

The figures make it clear that AI can build an important bridge between citizens and the public administration – particularly where complex language and bureaucratic procedures make it difficult to access public services.

More than half would prefer to speak to an AI assistant

The German public is also becoming increasingly open to the use of AI in direct contact with public authorities. 51 per cent of Germans would prefer to speak to an AI assistant rather than a human if this meant they could avoid waiting times or opening hours. Last year, this figure stood at 43 per cent.

Furthermore, 55 per cent are convinced that many tasks carried out by public authorities could easily be taken over by AI. In 2025, the figure was just 44 per cent. And even in the face of structural challenges, many people see potential in the technology: 44 per cent believe that AI can help tackle staff shortages in public authorities – an increase of nine percentage points compared with the previous year. Almost half (48 per cent) also believe that AI can prevent bribery and corruption in public administration.

The results show a marked shift in perception: artificial intelligence is increasingly being seen not only as a technological innovation, but as a practical tool for a more efficient and citizen-friendly public administration.

From digital support to smart administration

The use of AI opens up a wide range of possibilities for cities, local authorities and public institutions. Smart chatbots can answer frequently asked questions round the clock, digital assistants can guide users through administrative procedures, and automated processes can relieve staff of the burden of repetitive tasks.

Particularly against a backdrop of tight budgets, growing demands and a shortage of skilled workers, AI can become a crucial building block in the modernisation of public administration. This is not about completely replacing personal contact. Rather, AI can handle standardised enquiries, thereby freeing up capacity for complex issues where human advice and individual support are particularly important.

However, for AI applications to gain even wider acceptance in dealings with public authorities, they must be designed to be understandable, reliable, compliant with data protection regulations and accessible to everyone. This represents a major challenge for the federal government, the Länder and local authorities on the path towards a digital state.