Research on the Application of Generative AI in Public Services and Its Reshaping of Social Policies

Zhongwen Wang

doi:10.54254/2755-2721/2025.25569

Applied and Computational EngineeringOpen access

Research on the Application of Generative AI in Public Services and Its Reshaping of Social Policies

Research Article

Open Access

Research on the Application of Generative AI in Public Services and Its Reshaping of Social Policies

Zhongwen Wang ^1*

¹ The Hong Kong Polytechnic University, Hong Kong, China

^*Corresponding author: rara481846778@gmail.com

Published on 30 July 2025

ACE Vol.176

ISSN (Print): 2755-273X

ISSN (Online): 2755-2721

ISBN (Print): 978-1-80590-239-3

ISBN (Online): 978-1-80590-240-9

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Abstract

This study explores the application of generative artificial intelligence in the public service sector and its impact on social policies. By combining a systematic literature review and controllable scenario simulation, the technical and policy effectiveness of five typical scenarios (medical triage, welfare qualification review, driver's license renewal, municipal consultation, and emergency preparedness) were evaluated. The results show that the optimized model increased the response speed by 70% and the manual verification success rate reached 88%. The simulation calculation shows that the initial resolution rate increased by 40% and the policy development cycle was shortened by ten days. Despite the significant improvement in efficiency, occasional content distortions were observed in the model, while revealing governance challenges in terms of fairness, transparency, and accountability. Based on this, it is proposed to implement three measures: hierarchical manual supervision, continuous algorithm auditing, and dynamic regulatory sandboxes, to achieve responsible technology deployment. This study, for the first time, verified the correlation mechanism between generative AI performance and policy indicators through experimental data, providing an operational solution to equip technological innovation and institutional safeguards. Detailed simulation parameters are provided in Appendix B.

Keywords:

Generative AI, Public-Service Delivery, Social Policy, Policy Innovation, AI Governance

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References

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References

[2]. Janssen, M., & Kuk, G. (2021). The challenges and opportunities of AI for public governance. Government Information Quarterly, 38(4), 101601. https: //doi.org/10.1016/j.giq.2021.101601

[3]. Desouza, K. C., & Smith, T. (2021). Harnessing generative AI for public service innovation. Government Information Quarterly, 38(3), 101590. https: //doi.org/10.1016/j.giq.2021.101590

[6]. Floridi, L., & Cowls, J. (2022). AI governance: Principled artificial intelligence in the public sector. Philosophy & Technology, 35(3), 593–619. https: //doi.org/10.1007/s13347-022-00520-3

Cite this article

Wang,Z. (2025). Research on the Application of Generative AI in Public Services and Its Reshaping of Social Policies. Applied and Computational Engineering,176,23-29.

Data availability

The datasets used and/or analyzed during the current study will be available from the authors upon reasonable request.

About volume

Volume title: Proceedings of the 3rd International Conference on Machine Learning and Automation

ISBN: 978-1-80590-239-3(Print) / 978-1-80590-240-9(Online)

Editor: Hisham AbouGrad

Conference website: 978-1-80590-240-9

Conference date: 17 November 2025

Series: Applied and Computational Engineering

Volume number: Vol.176

ISSN: 2755-2721(Print) / 2755-273X(Online)

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