GenAI and customer experience with government

Key considerations about GenAI systems that affect customer service experience with government.

  • Transparency

    Be open with your people and the public about why and how you’re using generative artificial intelligence (GenAI). Public service agencies need to be able to explain what information goes into AI systems and what the results are used for.

  • Bias, discrimination, fairness and equity

    Proactively make sure your agency’s use of generative artificial intelligence (GenAI) creates fairness and equity instead of biases and discrimination.

  • Accessibility

    Accessibility means designing things to work for disabled people. The New Zealand Government has legal and ethical obligations to create accessible information and services, both for the public and for public servants.

  • Privacy

    Make sure your privacy approach to generative artificial intelligence (GenAI) meets data-protection rules and legislation, respecting people’s information.

  • Māori, Pacific Peoples and ethnic communities

    In general, it’s important to protect an individual’s data and to ensure that it’s not used to create bias or harm.

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