Artificial intelligence plays a major role in people’s daily lives, often in subtle ways. That’s because AI is built on online search, email spam filters, online shopping, digital photo resources and much more. With little prestige, AI has helped government resources work better again, either by regulating the benefits of inefficiency or by providing communities with authorized information about the COVID-19 vaccine.
Looking back on 2022 and beyond, we believe that this is just the beginning, and we anticipate further use of AI in the public sector, as many government institutions find real-time AI implementation that makes rote work easier and brings better results across society.
It will not come soon enough. Although hundreds of millions of Americans rely on their government for all sorts of things, from farm assistance to veteran health care, customer satisfaction has been a challenge. In fact, in a recent report published by the General Service Administration, customer satisfaction in federal government is less than any 31 private sector.
Ask government employees, and you will learn that they are not satisfied with them, as they are dealing with a lot of paperwork, outdated technology, and administrative tasks that limit their ability to serve the public effectively. How can AI help? In the same way it helps to give you the right choice of movies to watch or to filter websites that are not relevant to search.
With the way people want to make personal choices in entertainment, and medications increasingly personalized in terms of patient health and genetics, we turn to personal government, better predicting needs, more accurate information that helps individuals, and more effective analysis. Some AI implementations are already helping to redefine the current government’s approach to customer engagement in programs and services. Instead programs and services come to the customer, often with multiple agencies integrated into a customer-focused service.
Despite the movie’s fun AI-enabled textbooks that enable robotic robots, they are actually the best software for making and working with mathematical understanding with a lot of data. And that makes it easier to do things like process paperwork, apply for digital applications and perform flexible tasks, such as reviewing applications, the very things that reduce service delivery and lead to frustration for public servants. That means people do things that people are capable of, while machines do things that machines are designed for.
Well-designed AI can be adapted to different government departments. For example, creating interactive chatbots on call centers to free government employees and allowing citizens to get quick answers to common questions and connect customers to a personal agent to perform complex tasks. It can help people read the papers when they apply for help after a disaster or epidemic such as COVID, and it can help local authorities identify fraud. It can accelerate processes such as hiring, licensing, bidding eligibility and other paperwork required by the federal, regional and local governments.
Take a recruitment office in Illinois, which employs visible agents to help the more than one million unemployed citizens apply. Managing more than 140,000 telephone and web queries per day, saving the state $ 100 million a year. The Wisconsin region uses AI to review applications for work licenses quickly, so that doctors, dentists, hairdressers and many more professionals have the information they need to work. AI also helps the Navy detect and prevent rust on its ships as well as research on the Pentagon’s Defense Innovation Unit and detect cancer in veterans. And AI is helping the City of Memphis find holes before more people can throw tires.
As a business, AI is now more advanced than IT professionals and in the day-to-day operations of senior management and public sector employees. Biden’s anticipated directive on customer information will further compel government to monitor the use of AI to obtain better customer information, with services tailored to you personally.
Using efficient and focused AI, means more satisfied customers, and more cost-effective service delivery. With a little bit of a mistake, government employees can expect less fatigue and smarter and more satisfying interaction between the community and each other. All of these are positive outcomes in delivering better government services.
