AI Artificial Intelligence reigns supreme in this era, its potential to reshape our world is undeniable. AI, particularly generative AI, possesses the capacity to bring about substantial societal transformation, enhance productivity, and unlock trillions of dollars in economic value in the years to come.
AI’s influence extends beyond industry and consumer products; it holds the promise of ushering in a new era of government services. When implemented responsibly, with governance, privacy protection, and transparency at its core, AI has the power to revolutionize public sector operations. This transformation can empower citizens, restore trust in government entities, improve workforce efficiency, and reduce operational costs.
Yet, despite the myriad advantages, many government agencies worldwide grapple with the implementation of AI, particularly generative AI. They stand at a crossroads, faced with a choice: embrace AI’s potential to enhance the lives of the citizens they serve or remain on the sidelines, missing out on AI’s ability to achieve their objectives more effectively.
Early Success Stories
Government agencies that have embraced AI and automation provide valuable insights into the technology’s benefits. Examples abound, from modernizing the U.S. Internal Revenue Service’s tax return processing to enhancing the efficiency of the U.S. Agency for International Development’s Global Health Supply Chain Program through automation. Some deployments even reach citizens directly, such as the Ukrainian Embassy in the Czech Republic’s virtual assistant, which offers information to Ukrainian citizens.
Now, the new wave of AI, underpinned by generative AI’s foundational models, presents a significant opportunity to harness AI’s potential for the public good.
Three Key Focus Areas
To embark on this transformative journey, government agencies must focus on three key areas where AI use cases can make the most significant impact:
1. Workforce Transformation: AI offers the potential for digital labour, freeing public employees from repetitive tasks and enabling them to engage in high-value activities. Training existing staff in AI-related skills and technologies is crucial, as it can lead to increased productivity.
2. Citizen Support: Prioritizing use cases that directly benefit citizens is paramount. AI can provide real-time information, personalize services, and expedite traditionally sluggish processes, creating a more user-friendly government.
3. Digital Transformation: Legacy systems often hinder government agencies’ digital transformation efforts. AI can facilitate the migration of technology systems to the cloud, enhancing data utilization, cost optimization, cybersecurity, and talent acquisition.
Commitment to Responsible AI
Responsible AI deployment is non-negotiable. Governments must ensure ethical use throughout AI’s lifecycle, from design and development to use and maintenance. IBM advocates for the five fundamental properties of trustworthy AI: explainability, fairness, transparency, robustness, and privacy.
- Explainability: AI should provide human-interpretable explanations for its predictions.
- Fairness: AI must treat individuals or groups equitably, countering biases and discrimination.
- Transparency: Information on AI’s design, development, and data sources should be shared.
- Robustness: AI should effectively handle exceptional conditions.
- Privacy: AI must prioritize and safeguard consumers’ privacy and data rights.
With these principles in place, AI can empower governments of all sizes, even the smallest agencies. It can enhance state and local governmental projects, improving how employees and citizens access information about policies and government-issued benefits.
As we navigate the age of AI, equipped with knowledge, responsibility, and AI tools, the public sector can shape a brighter future for all. IBM is committed to unleashing the potential of foundation models and generative AI to address high-stakes challenges, offering responsible AI solutions for businesses and public sector institutions through IBM Watson. Together, let’s embrace the age of AI value creation and drive positive change.
