Digital Assistant for Smarter Public Support

A New Way to Talk to Government Services

Understanding government processes can feel overwhelming—especially when you’re met with complex language, outdated forms, and long search menus. That’s the problem GovGPT, a new pilot from the New Zealand Government, is designed to solve. By acting as a digital assistant trained on official public service content, it offers people a simpler way to ask questions about government policies and get real answers instantly.

GovGPT doesn’t replace human agents—it supports them. The platform uses a large language model (LLM) to interpret citizen queries and respond in plain English. Whether it’s a question about immigration rules, benefits eligibility, or climate-related policies, users can ask in everyday language and get responses that feel conversational. It’s a virtual agent built to bridge the gap between formal policy and everyday understanding.

How GovGPT Makes Public Support Easier

Let’s explore what makes GovGPT more than just a chatbot. As a digital assistant, it gives users direct access to policy explanations without needing to search through complicated websites. With its virtual agent design, it understands natural questions and responds quickly, even when topics are complex. This reduces the load on contact centers and makes public support more accessible, especially for people who struggle with government jargon or limited access to services. It’s a practical tool that puts clarity first.

What This Pilot Means for the Future

What sets GovGPT apart is its focus on real-world use without jumping ahead of regulation. As a pilot, it’s helping public agencies understand how digital assistants can fit into government service without replacing human roles. It also sets an example for responsible AI use in the public sector—ensuring answers come from official sources and that responses stay transparent and explainable. Over time, it could inform how other nations think about using virtual agents to support their own citizens.