Deloitte Explores Agentic Interfaces for Government Digital Services, Emphasizing Citizen-Centric Design
Deloitte is examining the integration of 'agentic interfaces' into government digital services, recognizing that current systems were not built with AI agents in mind. The firm proposes four key principles to adapt government services for this new era. These principles include designing around citizen intent rather than agency taxonomy, reducing bureaucratic friction while maintaining protective friction, building in context, escalation, and accountability, and shifting from tracking outputs to managing outcomes. For instance, instead of a citizen navigating various agency departments after job loss, an intent-first architecture would allow them to state 'I lost my job' and receive relevant options across different agencies. Deloitte suggests initial steps like rewriting service descriptions to focus on citizen intent and adopting delegated identity standards to allow AI agents to act on behalf of citizens with revocable permissions. The firm also highlights the need to map human handoff points for complex...
