GenAI technology can enhance service delivery by optimizing operations, designing digital services with accessible interfaces, and providing personalized features.
Fremont, CA: Generative AI (GenAI) is revolutionizing knowledge work, particularly in public administration. It can create credible content and improve government decision-making. The GenAI product and service market is growing, with OpenAI's GPT3 language model attracting $20 billion. Risks like accuracy, security, privacy, and intellectual property ownership must be managed.
Opportunities for Government
The use cases for GenAI are analyzed from the perspective of senior executives in five different types of government functions, considering the varying nature of opportunities across government. The range of opportunities and the types of changes that may occur at each level are outlined below in a more detailed discussion.
Policy and Programs
GenAI tools revolutionize policy functions by improving problem identification, analysis, research, synthesis, design, consultation, stakeholder engagement, and implementation. They enable policy analysts to quickly synthesize vast data, provide timely advice, and facilitate richer public consultation. They also allow responsive implementation, translating new policies into operational changes.
Service Delivery and Operations
GenAI technology can enhance service delivery by optimizing operations, designing digital services with accessible interfaces, and providing personalized features. It can analyze voice recordings or transcripts to understand call demand and make strategic interventions. GenAI-enabled assistants can provide 24/7 accessible services and customized advice on complex policies like tax, pensions, benefits, visas, and immigration.
Central Agencies
GenAI can expedite the delivery of strategic priorities for central agencies like finance, treasury, and cabinet, aggregating diverse policies and strategies to align with overall objectives. It can also enhance communication by synthesizing information from various sources, creating accessible formats, and tailoring information for specific stakeholder groups, resulting in richer citizen interactions and better access to information in multiple languages.
Getting Started With GenAI in the Public Sector
The article highlights the potential of GenAI technology in the public sector, identifying five key success factors for government leaders to advance their GenAI journey and unlock its scale.
Prioritize the high-value use cases.
Concentrate on "golden" use cases, create pilot projects, and experiment and learn to gain valuable firsthand experience and skills for citizens and government.
Capture and propagate early learning.
Governments are testing GenAI to enhance public services. Top executives should assemble a centralized group to monitor achievements and exchange knowledge. As GenAI becomes more sophisticated, this function will change to include obstacle removal.
Invest in enablers.
Governments will expand GenAI technologies beyond pilots, requiring investment in workforce skills, governance mechanisms, and technology capabilities to enable sophisticated use cases.
