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DATA AFFORDS CIOS WITH THE VISIBILITY TO IDENTIFY PAIN POINTS AND CONFIRM AREAS OF THEIR DEPARTMENT THAT ARE RUNNING EFFICIENTLY .
not only information of internal activities , but also sensitive personal information of citizens and employees . This is where AI can help to ensure data is sorted and analyzed in a manner that is both efficient and compliant .
In fact , there are so many different use cases for AI and Machine Learning in the government it may be hard to know where to prioritize first . Some areas to consider for initial investments : relevant and precise
knowledge retrieval , providing a more personalized citizen experience in digital portals , streamlining application processes that are redundant or clunky or automating basic tasks from overworked staff .
One use case is AI-powered search . It is challenging for agencies to leverage knowledge across their entire organization , often minimizing the value of the data . Take the next Australian census , due in August 2021 , as an example . After collecting nearly 17 million census responses , the data must be collected and collated in such a way that reports for politicians , businesses and citizens can be produced quickly and easily . Here , AI algorithms can play a pivotal role in sorting and collating data quickly and efficiently so statisticians can focus on pulling insights rather than data admin .
5 . Modernize digital portals
Many of the points we have already discussed will play a role in modernizing digital portals : minimizing technical debt , offloading unnecessary work through cloud migration , prioritizing problem areas using data , improving knowledge retrieval and creating a personalized experience for employees and citizens with AI .
Nonetheless , another important step to consider is adding a conversational component to these digital portals to unburden your support staff , decrease call center expenses and complete your core mission of getting information into the hands of people who need it .
Conversational applications , like chatbots or virtual assistants allow users to help themselves before intervention from employees is required . Particularly now that in-person interactions have been severely restricted through social distancing regulation , it is critical that government departments find a way to manage the influx of website users without crippling user experience .
We have seen that users are increasingly eager to self-solve given frustrating and lengthy experiences with call centers and the decrease in availability of in-person support .
Public sector CIOs across all departments from intelligence to defense and civilian services are increasing investments in Digital Transformation initiatives . While the process can appear overwhelming to start with , there are immense benefits for departments that continually ensures technology investments are aligned with the services they are charged with providing . The digitized public service is nearly here whether you like it or not , so is your department ready ? •
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