Differentiated attitudes among the population towards the use of AI in government communications
The study “Artificial intelligence in government communication: opportunities and Risks – The View of the Population” was conducted by gfs.bern on behalf of the Federal Chancellery. The study shows that the use of artificial intelligence (AI) in public administration communication is a promising but also sensitive topic. The population is generally open to progress through artificial intelligence. However, it wants clear and comprehensible framework conditions.
On 20 May 2025, at the Digital Communication Forum, a joint event organised by the Federal Chancellery and Digital Administration Switzerland, the authors of the study ‘AI in public administration communication: opportunities and risks – the public’s perspective’ presented their findings in Bern. For the representative study, between 22 November and 3 December 2024, over 1,000 people were asked whether and how they use AI tools themselves. They were also asked how they assess the use of AI in public administration communication. Experts were also interviewed for the study.
The results of the study paint a mixed picture: the targeted use of AI and other new technologies for government communication is becoming increasingly accepted. The use of AI is particularly popular for translations, text simplification and summaries. However, the population also sees risks in the use of AI, especially with regard to data protection.
Overall, the study concludes that public authorities can use AI in a targeted manner
and with clearly defined benefits. It is important that the results are monitored, that responsibility is assumed by humans and that data protection is ensured.
Important results at a glance:
- Trust in the authorities: Over 60 percent of respondents said they trusted the Swiss authorities, although there are regional differences: in Italian-speaking Switzerland, the figure is 43 percent, while in French-speaking Switzerland it is 68 percent. Younger people trust the authorities more (75 percent) than older people (53 to 55 percent).
- Use of AI: The majority of the population uses AI applications such as ChatGPT. Forty percent of respondents say they do not use them.
- Acceptance of AI use by public authorities: 39 percent of respondents support the use of AI applications in public authority communications in principle. Their use by public authorities receives even more approval for individual tasks, such as translations (80 percent approval). The use of AI for drafting responses to citizens receives 44 percent approval.
- Concerns and conditions: The majority of the population has high expectations regarding the responsible use of AI. Concerns exist in particular with regard to data protection, dependence on international tech companies and the responsibility that must remain with public authority employees. In addition, respondents would like to see the results of AI applications always reviewed by competent experts.
Future challenges and recommendations
The study emphasises that the success of AI applications in communication with the public depends largely on the quality of the underlying data, the transparency of its use and the protection of data privacy. The study recommends actively involving the public in AI projects and seeking dialogue in order to build trust and address potential concerns at an early stage. The explicit assumption of responsibility by the authorities and their employees for results achieved with AI also contributes to acceptance and helps to prevent misuse.
Unfortunately, the graphic and the final report are not available in English. The complete final reports in German or in French can be downloaded here:
