AI cannot replace people or clear strategic planning — even though its potential in public services is real. Juhani Mykkänen, one of the founders of Wolt, has highlighted the possibilities of AI as a tool for making Finland’s public services the best in the world. Others have had similar thoughts, looking at what kinds of companies have been founded to combine, for example, AI and healthcare.
What can AI do in public services?
AI is a tool that can be used to solve well-understood problems. The slowness of recording a doctor’s observations is a good example of such a problem. Although AI does offer solutions, it also brings challenges. Studies have shown that the use of AI can weaken doctors’ professional skills or worsen students’ learning.
AI has its own strengths and weaknesses, which must be recognised if one wishes to make use of it.
What can AI not replace?
Digitalisation and AI could be better utilised in public services than they are at present. The key, however, is clear goals: poorly defined processes or objectives lead only to bad outcomes faster with AI. AI also cannot be held officially accountable, and the human consequences of individual erroneous outputs can be enormous, so expert assessment is still needed. AI also cannot replace human interaction.
How should AI be deployed in public services?
The billion-euro investment in public administration development proposed by Mykkänen is necessary, provided it is directed at effective measures such as service reform, strategic planning and selecting the right tools. AI offers tremendous possibilities, but making use of it requires a clear plan, selecting the right tools, and above all a human-centred approach.
Updated 25 June 2026. My position has not changed.
For a broader picture of society’s digitalisation, see how algorithms steer our political discourse and what changes AI brings to private life in 2026. Public services’ digital dependencies are also tied to the question of digital independence. All my writing on this topic is in the AI category.
Frequently asked questions
What can AI do in public services?
AI is a tool that can be used to solve well-understood problems. The slowness of recording a doctor's observations is a good example of such a problem.
What can AI not replace?
Digitalisation and AI could be better utilised in public services than they are at present. The key, however, is clear goals: poorly defined processes or objectives lead only to bad outcomes more quickly with AI.
How should AI be adopted in public services?
With a clear plan, the right tools and a human-centred approach. Mykkänen's proposed one-billion-euro investment in public administration is needed, provided it goes into renewing services and strategic planning rather than merely buying technology.
Why is long-term planning important?
Because poorly defined processes or goals only lead to bad results faster with AI. AI does not replace a clear plan, and adopting it requires goals before tools.
How should a municipality adopt AI?
By starting with well-understood problems, such as the slowness of doctors' record-keeping, and keeping expert judgement and official accountability with people. AI cannot bear official accountability or replace human contact.
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