Personalised public services powered by AI: the citizen digital twin approach

Supporting citizens in achieving their goals while avoiding unwanted choices and improving their quality of life requires informed decision-making and access to relevant services. To facilitate this, public and private services should adapt to people’s changing life situations. In this chapter, we explore the use of citizen digital twin (CDT) models, which collect data about a person’s overall situation, to provide a scaffolding for citizens in their life events. By using AI-augmented service orchestration, tailored service combinations can be created to meet individuals’ specific needs. The Finnish government’s AuroraAI network is presented as an example of such a system, designed to enhance people’s well-being by providing personalised services for different life events. The network can be integrated into thousands of existing services, offering citizens a more tailored and effective approach to achieving their goals and improving their lives.