New development: AI for relational public services—rethinking reform beyond transactional governance

IMPACTPublic managers face a fundamental choice in adopting AI: whether to use it to accelerate transactional systems or to redesign public services around relationships and public value. Adding AI to existing procedures can intensify surveillance, undermine professional discretion and distance citizens from decision-making. Governance should therefore precede procurement. Public organizations need to define public purpose, assess risks and involve frontline staff and citizens in design. Accountability should encompass transparency, contestability and oversight of automated systems. Evaluation should extend beyond efficiency to include trust, equality, accessibility and citizen participation. Relational AI can support professionals, identify gaps in services and strengthen collaboration, but its value depends on preserving human judgement. AI is not neutral: it redistributes power and reshapes accountability. Effective reform requires participatory governance that aligns technological innovation with democratic values.