You know, it’s fascinating how the landscape of government and public services is shifting, especially with the rise of generative AI. It’s like watching a whole new world unfold before our eyes.
Just came across some research by McGuire Research Services for Avanade, and let me tell you, it’s eye-opening stuff. They found that 98% of government and public service organizations believe that citizens are all about engaging with them through fancy new tech, like AI. Can you believe that?
But here’s the thing (and I’ve seen this echoed in other studies, too.)
Yet an Accenture survey of 5,500 consumers and 3,000 public service workers in 10 countries highlights the experience requirements needed to deliver public services today.
People aren’t just after the glamour of shiny new gadgets.
No, no, they’re looking for something more fundamental. Something simple, human, and secure. They’re saying, “Hey, we want things to work smoothly, to feel personal, and above all, to be safe and secure.”
I think it’s important to recognize that while private sector companies might set the bar high with their seamless experiences, public services have their own unique challenges and needs. I mean, we’re dealing with a whole spectrum of citizens here, each with their own set of needs and preferences.
Sure, every person out there has their own quirks and preferences. But when you strip it down, what do they really want? Simplicity, human connection, and above all, security. These are the BASIC building blocks of a great user experience…
AI can help with safe, simple and secure public services.
You know, it’s incredible how AI is stepping up to the plate when it comes to making our public services safer, simpler, and more secure.
This is especially true in times of crisis.
Take a look at what happened in Indonesia during the pandemic. They used AI to keep an eye on social media, scanning for any signs of disease outbreaks.
And then there was President Jokowi’s statement about AI being a game-changer. It was and still is a wake-up call, really. Whoever harnesses the power of AI could hold the keys to shaping the future. It’s a reminder of just how important this technology is becoming in our digital age.
In the UK (like in many other countries around the world) they’re not wasting any time either. By June 2024, every government department is expected to have their AI plans in place. It’s a clear sign that AI isn’t just a buzzword anymore – it’s becoming a core part of how governments operate.
What I like most about all this is how AI is being used for good. From citizen engagement to tackling fraud and even managing natural disasters, it’s all about making life better for people.
Data on previous earthquake, fire or flood events can be combined with climate data and analytics to identify patterns of high risk, then focus intervention on the most vulnerable and seriously affected should a crisis hit.
And you know what? I believe this is just the beginning.
AI and citizen experience
When it comes to enhancing the experience of citizens interacting with government services, I truly believe that advanced chatbots could make a huge difference.
Imagine chatbots that can understand and respond in multiple languages, drawing information from a wide range of sources instead of just giving pre-set answers. It’s not just about regurgitating canned responses anymore.
What I find particularly intriguing is the idea of chatbots handling complex inquiries with ease. Imagine being able to ask a question in your own words and getting a tailored response, no matter how intricate the query. That’s the kind of seamless interaction that can truly revolutionize the way citizens engage with government services.
And it doesn’t stop there. We’re talking about chatbots that can do more than just provide information. They can actually help you complete forms and applications, all through natural language commands. No more tedious typing or hunting for the right dropdown menu. Just a simple conversation and the job gets done.
What I like most about this vision is how it streamlines processes while also minimizing errors and delays. Think about it – instead of slogging through a lengthy permit application or tax return, you’re guided through the process step by step. The AI assistant ensures that you’ve provided all the necessary information and prompts you for more details if needed. It’s like having a helpful guide by your side every step of the way.
Final thoughts
What I’d like to add is that as we move forward with AI in digital governance, let’s not forget the importance of transparency and accountability. I’ve said this before, and I’ll always say it.
We need to make sure that these technologies are used ethically and responsibly, always with the best interests of the public in mind. Because ultimately, that’s what it’s all about – serving the people and making our world a better place.
