The concept of augmented administration, where technology and artificial intelligence enhance the capabilities of public servants, is gaining traction globally. In Tunisia, Dr. Mohamed Belhaj, a doctor in management and innovation management, argues that the country's public administration must adapt to this new reality to remain effective. This involves not only digitizing services but also leveraging AI to improve decision-making, production, and service delivery.
Tunisia's e-administration strategy recognizes the need to improve citizen relations, automate procedures, integrate services, and make public systems interoperable. However, augmented administration goes beyond simply putting forms online. It involves using AI to verify documents, detect inconsistencies, explain procedures in accessible language, and assist agents in processing files. This requires high-quality data, a robust legal framework, and effective work organization.
International comparisons offer valuable lessons for Tunisia. Estonia and Singapore are cited as examples of countries that have successfully implemented digital transformation and AI-powered administration. These countries have developed shared infrastructure and concrete use cases, rather than simply launching isolated tools. For instance, Estonia has developed a network of assistants called Bürokratt, while Singapore has introduced an assistant pair for agents and a conversational platform used by over 60 administrations.
The United Nations' 2024 survey ranks Tunisia 87th out of 193 countries in terms of e-government development, with an EGDI score of approximately 0.6935. While this ranking should be interpreted with caution, it highlights the need for Tunisia to accelerate its digital transformation efforts. Neighboring countries, such as Morocco and Mauritius, have also made progress in this area, with EGDI scores of 0.6841 and 0.7506, respectively.
To catch up, Tunisia must focus on five key areas: integration, data valorization, organization, competencies, and governance. This involves ensuring that citizens do not have to transport information between administrations, evaluating the quality and accessibility of data, simplifying procedures, and providing agents with the necessary skills to work effectively with AI tools. A robust governance framework is also essential to ensure accountability and measurable results.
The use of AI in public administration also raises concerns about responsibility, transparency, and cybersecurity. The OECD emphasizes the need for human oversight, identifiable responsibilities, and traceable treatments, particularly in sensitive areas such as recruitment, social protection, and justice. In Tunisia, this means ensuring that AI-powered decision-making is transparent, accountable, and subject to human review.
To move forward, Tunisia could establish a program for augmented administration around six priorities: inter-ministerial leadership, a secure environment for agent assistants, high-impact use cases, profession-specific training, data governance and interoperability, and evaluation mechanisms. By taking a structured approach, Tunisia can harness the potential of AI to enhance public administration and improve services for citizens.
Key points
- Tunisia risks falling behind in leveraging AI to enhance public administration if it does not accelerate its digital transformation efforts.
- The country must focus on five key areas: integration, data valorization, organization, competencies, and governance.
- International comparisons offer valuable lessons for Tunisia, including the importance of shared infrastructure and concrete use cases.
