Artificial intelligence (AI) should now be seen as a core part of business transformation rather than merely an interesting technical project. It means revisiting the relationship between government and its citizens, and rethinking how public services are delivered.
There are already numerous applications deployed that use AI in public sector. These fall into five areas:
- Improve customer service contact centres. Assistants are being used to increase both civil servant and citizen satisfaction through greater productivity and accuracy, and extended hours of support. There is a reduction in mundane work for civil servants, and the burden from citizens on specialists is reduced. Benefits are being realized within a few weeks.
- Enhance knowledge workers. AI is particularly attractive in fields with massive volumes of domain-specific data to find patterns that offer improved results. Fields include legal and regulatory, policy development, oncology, cyber security, and more generally taking this approach helps those on rotation become productive more quickly.
- Manage the complexity of risk and Contract governance is one such use of AI by Governments. Operational decision making has also been augmented by AI by monitoring current situations, assessing risks and making recommendations.
- Find the best talent and modernise learning. AI is being used to analyse the talent market to find candidates who best fit a role. Aptitude can be assessed to help build digital skills in scarce areas, eg cyber security. Furthermore, AI aids learning in content, its delivery and management.
- Empower developers to build AI-powered Equipping business teams to build applications using AI tooling and training platforms has facilitated integration of AI with both existing systems and emerging technologies such as blockchain. Governments have been able to provide access to video content for its citizens using audio analysis, improve the way they deliver services using speech to text, and better protect critical infrastructure.
The opportunity apparent here is to deliver better services to citizens more quickly whilst reducing the burden on civil servants. General characteristics can be drawn from these implementations that can be applied to assess those processes that are suitable for AI and likely to deliver benefits. These are:
- Does the process exploit a lot of data? And could it benefit from using other accessible content?
- Is a personalised service required?
- Is the process repetitive and reliant on a degree of knowledge and intelligence?
Business teams will need to be prepared to move away from the way things have always been done. One technique to imagine new possibilities with AI is to creatively explore problems from an end user perspective using Design Thinking.