The Transformation of Public Services in Quebec Through Generative AI: Challenges and Opportunities
Explore how generative AI is transforming public services in Quebec, overcoming administrative challenges, and opening new opportunities to enhance the efficiency and personalization of services provided to citizens.


Sylvain Langlais
I am an AI coach specializing in advanced computing, committed to sharing my expertise with public organizations in Quebec to enhance the services provided to the population. With an MBA in Innovation Management from UQTR and certification as a Chartered Municipal Director (DMA), I have over twenty years of management experience, including five years as a general manager of a municipality. My goal is to reduce administrative constraints and improve the efficiency of public services through innovative tools.
July 18, 2024
Since the 1990s, the public sector in Quebec has undergone significant digital transformation aimed at improving the responsiveness, transparency, and coherence of services offered to citizens. The arrival of generative AI represents a promising new phase in this evolution, although its adoption requires gradual adjustments, specific training, and continuous adaptation of existing processes and tools.
Current Challenges in Public Services
Public services have historically been criticized for their bureaucratic heaviness and lack of responsiveness. However, they have made notable progress through digital technologies, enabling better personalization of user relationships and increased collaboration between different administrations. Despite these advances, a new phase of simplification and smoother interaction between citizens and the administration is necessary.
The Potential Impact of Generative AI
Generative AI, introduced in 2023, opens a new era for public services by raising the crucial question of its capacity to sustainably transform these services. Beyond a simple technological innovation, generative AI offers the possibility of fundamentally rethinking tools, processes, and jobs within public administrations.
EVA: The Personalized Autonomous Assistant
EVA, a revolutionary concept of a personalized autonomous assistant, stands out for its ability to accompany municipal managers on a daily basis. EVA, which stands for Evolving Virtual Assistant, is designed to transform public services in the following ways:
- Optimization of Time and Resources: EVA allows municipal managers to focus on higher-value tasks by handling routine administrative tasks. Automating responses and processes frees up precious time, enabling managers to concentrate on strategic projects.
- Improvement of Service Quality: Thanks to EVA, responses provided to citizens are not only quick but also accurate and tailored to their specific needs. The assistant can handle complex requests using up-to-date data, thus improving efficiency and user satisfaction.
- Proactive and Personalized Support: EVA supports municipal managers by providing analyses and recommendations based on internal and external data. This personalization allows anticipating citizens' needs and proposing solutions before problems arise.
- Transformation of Jobs: The integration of EVA encourages rethinking jobs within public administrations, fostering a more collaborative and innovative work environment. Managers are trained to use this tool, developing new skills in artificial intelligence and data management.
In summary, EVA is not just a technological tool; it is a change catalyst that makes public services more efficient, responsive, and closer to citizens.
Gradual Integration and Experimentation in Quebec
Some public services in Quebec have opted for the gradual integration of generative AI, launching experiments to familiarize managers with this technology. For example, cities and municipalities are beginning to integrate conversational agents to respond to citizens. EVA goes beyond these agents by integrating specialized assistants specifically trained to respond to requests based on the concerned department. The team of agents intervenes naturally and coordinatedly to optimize responses to citizens.
This approach helps better understand the potential and limitations of AI while identifying the most relevant use cases to improve the quality of public service.
Modernization and Improvement of Processes
For generative AI to be fully effective, continuous modernization of documents and data is essential. An ontological approach aimed at eliminating ambiguities and improving document readability, both for managers and the algorithm, can significantly increase the reliability of AI-provided responses. Intelligent assistants based on RAG (retrieval augmented generation) can thus help managers save time and become more autonomous.
Prospects for Public Sector Jobs
Generative AI offers a unique opportunity to simplify access to information and automate certain administrative tasks. It can improve the relationship between citizens and public services, particularly by facilitating the search for information on subjects such as grants, regulations, tax rates, policies, leisure and cultural activities, etc.
Coach IA's Commitment
Coach IA is actively involved in this transformation by developing innovative tools for the public sector. Our solutions, such as Coach-IA Public Works and Coach-IA Urban Planning and Environment, aim to optimize municipal operations and develop sustainable policies. Additionally, Coach-IA Participative Governance is designed to improve communication and decision-making within municipal administrations, thereby strengthening public trust and stimulating innovation.
To discover how our personalized assistants can help your organization, visit us to save valuable time. We offer a virtual meeting and free use of our tools to demonstrate the benefits of collaborating with Coach IA.
Conclusion
The introduction of generative AI in Quebec's public services promises a significant transformation, improving the efficiency and personalization of services. This evolution will require constant adjustments and close collaboration between various stakeholders to maximize the benefits of this technology. Coach IA is here to support this transition and help you leverage generative AI for modern and efficient public service.
Sylvain, Coach IA 🤖