Re: worried that AI will dehumanize public services
I don't think I agree. The problem I have is that, if I honestly try to put myself in most of the positions alone, I don't think the improvement would be noticeable. When putting ourselves in place, it's tempting to imagine that we have massive power to change policy and take actions, but consider how it works from the real positions where that is limited. Let's consider, for example, someone applying for a benefit for which someone has to meet eligibility requirements.
If I was the clerk processing this, my job is to make it easy for people to apply, right? So I should be human instead of robotic, help people understand the forms, maybe complete them to reduce their paperwork burden. Wouldn't that help? Of course, but it would also take longer than telling people to do it correctly themselves. There aren't many of us clerks. If I do that, I provide good service to a subset and everyone else has to wait for any result because assistance time is inversely proportional to processing completed forms time. Also, that's the person who is faced with people who are trying to defraud the system, and they're blamed if they don't identify and reject them. So I see why low-level employees don't seem very helpful.
So maybe I'm the manager. I can make the system easier so it's more efficient. Let's make better online docs and forms so it's easier for people to complete them without manual assistance. Except I can't hire programmers to build the forms right; I don't have that authority. I can request funding and put it out for bids, which means I first have to try to get someone to write a spec that an outsourcer can implement even though the people doing that aren't familiar with writing specs and then I face companies who specialize in building these things for as much as they can get and are very good at that job.
So maybe I'm a senior director and I'm going to solve this with a big hammer indeed. If we allow lots more hiring, then wait times will improve, they can hire some computer people, and I've created some jobs which is nice. And then the politicians and voters complain about the administrative cost and that there are people who aren't working, so I'm told to cut budgets. And the point is that the politicians and voters aren't wrong, the lack of a big internal programming team isn't wrong, and the clerks not completing everyone's form isn't wrong. Every one of those countervailing pressures exist for a reason, usually cost-efficiency or fraud prevention which leads to cost-efficiency, which everyone also wants.
There are lots of improvements possible, but making them requires getting everyone to want things to improve and to work together to do that. This also runs into some people who don't much care that they're not good; they can't improve them anyway and they're doing just fine the way it is, so they don't help either.