Putting the Citizen at the Center of the AI Revolution

We are on the brink of a fundamental shift in how governments and citizens interact. You may already notice it: your municipality’s chatbot suddenly feels smarter, or a complex letter from the tax authority can be easily summarized by an intelligent tool.

The recently published TNO report Government-wide Monitor Generative AI (2025-R12653) leaves little doubt. The Dutch government is rapidly embracing Generative AI (GenAI). In just one year, the number of active AI applications within the Dutch public sector grew from 8 to 81.

But what does this growth mean for you as a professional, as a citizen, and for the future of public service delivery? In preparation for our upcoming Next Gen Citizen Contact webinar, we highlight the five most important insights from the report.

1. From chatbots to intelligent assistants: municipalities lead the way

AI innovation is not limited to national ministries. In fact, it is happening closest to citizens. Municipalities account for no less than 42% of all AI applications within government.

A strong example is the Virtual Municipal Assistant (GEM), a collaboration between 25 municipalities. This assistant does more than answer questions. It aims to truly understand citizens. The goal is a government that is accessible 24/7, without increasing waiting times.

2. Simplifying government language (finally)

TNO shows how AI can help bridge the gap between government and citizens. A compelling example is Tolkie, a reading assistance tool that translates complex legal texts into clear, plain Dutch (B1 language level).

This is particularly valuable for the approximately 2.5 million people in the Netherlands with low literacy skills. Language becomes a bridge rather than a barrier. This is exactly what Next Gen Citizen Contact is about: technology that strengthens inclusion.

3. Humans remain “in the loop”

Despite rapid technological progress, one principle remains firm. AI does not replace civil servants. It supports them. For decisions that impact citizens, human judgment remains essential.

The report shows that 78% of current AI applications support internal processes, such as summarizing policy documents or transcribing meetings. This frees up time for personal contact where it matters most.

4. The challenge: governance and the EU AI Act

Innovation often moves faster than legislation. While AI adoption is accelerating, many organizations are still struggling with legal frameworks such as the EU AI Act, which will come fully into force in 2026.

Transparency becomes crucial. Citizens must know when they are interacting with an algorithm. TNO warns against deploying technology without a clear societal purpose. The core message is simple: start with the citizen, not with the tool.

5. Digital sovereignty: who owns our AI?

Most AI applications in government currently rely on American models. Only a small share uses Dutch or European alternatives.

TNO signals a growing need for digital sovereignty. Sensitive citizen data should not depend on foreign parties. Developing secure, local AI models will therefore become a key theme in the run-up to 2026.

What does this mean for you?

TNO’s conclusion is clear. Generative AI is no longer a hype. It is becoming a structural part of public service delivery. This requires new skills. The role of customer contact professionals is shifting from information provider to orchestrator of AI-supported services.

Join the conversation during the webinar

Curious how to translate these insights into practice? How to combine efficiency with empathy? And how organizations can prepare for the 2026 legislation?

Register for the webinar Next Gen Citizen Contact: the impact of TNO’s AI monitor on the public sector. Together with experts, we will explore TNO’s cases and discuss the future of citizen contact in the Netherlands.