AI POWERS
ANTICIPATORY
GOVERNMENT
A LOOK AT THE GLOBAL IMPACT ARTIFICIAL INTELLIGENCE AND
MACHINE LEARNING HAVE ON TRANSNATIONAL OPERATIONS
By Bob Osborn, Chief Technology Officer, Global Governments, ServiceNow
TECHNOLOGY, TRADE, and international collaboration
may be the three strongest forces that will impact the global
economy of the future. At the forefront, Machine Learning
and Artificial Intelligence present opportunities to break down
barriers and bring together people across partner nations
in a secure, hyper-scale information-sharing environment
that will revolutionize the global community and deliver a
new transnational economy; however, trust is everything. the three elements and sub-elements differently limits the
promise of AI and machine learning by restricting the benefits of
AI to the data within each silo independently. Without an ability
to look across departments, agencies, governments, and nations,
collaboration and the establishment of a true transnational
economy will be hindered. The globalization of work within this
new transnational economy will demand new, human-centric
management solutions from the governments of the world.
Government IT leaders around the world are wrestling with
challenges in overcoming legacy technology infrastructures
to deliver commercial-like citizen services. While there
are many local nuanced considerations in addressing these
various challenges, at the heart of their mission, they are
not unique. Today, agencies across all levels of government
are working to modernize legacy IT infrastructure with the
intent of creating a computing environment that can support
the delivery of modern, consumer-like services. However,
we continue to see several key challenges common to each
effort hindering success in governments across the globe. ServiceNow has taken a fresh approach to enabling enterprise
service delivery by recognizing the key role of the individual
contributor in the success of the collective. “Technology in
service of people”-the core design principle that leverages human
(citizen) centric design within the ServiceNow platform, provides
a management platform that leverages the heterogeneous
legacy system infrastructure to break down silos within
government agencies, between jurisdictions, among nations.
Government leaders are attempting to drive operations
and innovation within individual functional silos (i.e.
HR, logistics, IT, finance, etc.) to deliver improved
customer experiences. Each of these silos deal with three
critical elements of service delivery: people, process and
technology; however, in each of these elements there
exists sub-elements of data, information, and trust.
The fact that these silos are distinctly separate, and each treats
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This approach lays a foundation of technology innovation
upon which data normalization can occur which enables
the utilization of machine learning “AI” algorithms to
enhance human decision making. This AI-enhanced human
performance leads to more effective teams, departments,
agencies, and governments. Additionally, the normalization of
data which is resident in a platform approach to information
sharing takes on an entirely new form for practically every
mission of government across all levels of government, be
that mission law enforcement, homeland security, healthcare,
benefit distributions, transportation, and energy.