📄 中文摘要
到 2026 年，公众对政府服务的期望发生了显著变化。公民希望政府服务能够与最佳私营部门品牌提供的速度、准确性、个性化和可及性相媲美。无论是续办驾照、查询税务截止日期，还是获取社会福利信息，公民都希望能立即获得答案，而不是等待数小时、数天甚至数周。然而，传统的官僚系统依然缓慢、昂贵且碎片化。政府在管理日常咨询和文书工作上花费了大量运营预算，通常人员有限。根据经济合作与发展组织（OECD）的数据，许多国家的公共部门机构在公民服务运营上花费的预算高达 30%，这一成本在数字时代是不可持续的。
📄 English Summary
AI Chatbots for Governments: How to Modernize Citizen Services and Cut Costs in 2026
By 2026, public expectations for government services have shifted significantly. Citizens now demand the same speed, accuracy, personalization, and accessibility from government services that they receive from leading private sector brands. Whether it’s renewing a driver’s license, checking tax deadlines, or accessing social welfare information, citizens expect immediate answers rather than waiting hours, days, or even weeks. However, traditional bureaucratic systems remain slow, costly, and fragmented. Governments allocate a substantial portion of their operational budgets to manage routine inquiries and paperwork, often with limited staff. According to the OECD, public sector agencies in many countries spend up to 30% of their budgets on citizen service operations, a cost that is unsustainable in the digital age.