AI-Enhanced Citizen-Centric Workflows: Transforming Public Sector CRM Systems

Dubaguntla, Chiranjeevi (2025) AI-Enhanced Citizen-Centric Workflows: Transforming Public Sector CRM Systems. World Journal of Advanced Engineering Technology and Sciences, 15 (3). pp. 379-388. ISSN 2582-8266

The digital transformation of government services has fundamentally shifted the relationship between citizens and public institutions. This transformation leverages artificial intelligence-enhanced Customer Relationship Management systems to create responsive, personalized, and accessible public services that meet evolving citizens’ expectations. As citizens increasingly demand experiences comparable to those provided by private sector services, government agencies are reimagining their service delivery frameworks with citizens as the primary focus. These AI-enhanced CRM systems connect front-end citizen experiences with streamlined back-office processes through natural language processing chatbots, personalization engines, and document intelligence capabilities. The implementation of these technologies has resulted in operational efficiencies while simultaneously enhancing citizen satisfaction and increasing participation from traditionally underserved populations. Despite significant progress, challenges remain in data integration, security implementation, and algorithmic transparency. Looking forward, voice-based interfaces, federated learning approaches, and ethically-implemented personalization offer promising pathways for continued evolution. When effectively implemented, these systems demonstrate responsive, accessible governance while rebuilding trust in public institutions through improved service quality and efficiency.