The text discusses the emerging field of affective computing, which integrates technology and emotional intelligence to enhance government services and citizen interaction. It highlights Lisa’s experience with an innovative kiosk that uses empathetic technology to ease anxiety during a housing aid application. As affective computing evolves, it presents opportunities for public sector leaders to improve service delivery while addressing ethical challenges, such as privacy concerns. The integration of AI with emotional analytics could lead to more personalized and predictive interactions between citizens and government services, ultimately fostering an empathetic and responsive relationship. ```
| Signal | Change | 10y horizon | Driving force |
|---|---|---|---|
| Interactive kiosks enhance citizen interaction | From rigid processes to empathy | More personalized citizen support experiences | Advancements in affective computing |
| Affective computing integrated with AI | From basic interactions to emotional | AI understands emotional context of citizens | Demand for human-like interactions |
| Data analytics shapes empathetic policies | From static to dynamic policy-making | Policies are responsive and informed by emotions | Enhanced analytics for public sector |
| Emotional data capture in public services | From qualitative feedback to real-time | Governments anticipate citizen needs proactively | Need for efficient and relevant governance |
| Mixed reality in citizen engagement | From traditional meetings to immersive | Citizens experience urban planning in VR | Technological advancements in user experience |
| Digital twins enhance urban planning | From static designs to responsive | Real-time adjustments to enhance public spaces | Need for data-driven urban development |
| Ethical frameworks for affective computing | From unchecked technology use to responsible | Safeguards against privacy violations | Growing awareness of ethical AI usage |
| Emotional attachment drives customer satisfaction | From transactional to emotional marketing | Higher engagement through emotional connections | Recognition of emotional impact on behavior |
| AI models reshaping organizational structure | From human-centric to AI-led | Organizations operate with specialized AI teams | Integration of AI in organizational practices |