Voices from Accenture Public Service


In my first post of this blog series, I posed the question, “What does artificial intelligence (AI) mean for public service?” Government agencies of all sizes across the globe are experimenting with AI application to public service and unleashing its potential in different ways. 

In this post, I’d like to share with you some of my favorite examples and success stories of where AI has helped government agencies improve efficiency. 

A state organization wanted to maximize program compliance, while minimizing fraudulent behaviour among participants in their program. The organization was spending valuable time and resources on investigating fraud cases and needed a more efficient system. 

Our Accenture team created an algorithm that effectively identified priority fraud cases for the department. Previously, organization investigators would have to manually pull data from the statewide system to track fraud. Our batch process auto-pulls data from the system, loads it into a database, runs analytics through software-as-a-service model and then generates a scored list of cases. Accenture Intelligent Processing Services also provides a periodically refreshed list of likely non-compliant cases and basic investigative support data, along with a measurement process to assess the lift and value gained. 

This new analytical model improved their ability to identify fraud from 6 percent to almost 21 percent. The model also identifies fraud at least three months earlier than the previous system, helping the organization immensely in efficiency and speed. 

Accenture is also implementing chatbots for public service clients. PensionBot is a citizen-facing chatbot that can answer frequently asked questions about the retirement system plan, which will help both members and contributing employers understand the plan policies and rules. In the future, the chatbot will be able to process transactions on behalf of the members/employers.  

Similarly, a student-facing chatbot at a large university will answer students’ frequently asked questions and will integrate with a live agent solution as needed. The bot is expected to increase engagement with students by changing to a new 24/7-service channel model. Additionally, call volumes are expected to shift from the contact center call to the chatbot, resulting in an increased ability for agents to focus on more complex student issues.  

These are just a few examples of AI in public service. What’s truly exciting is the fact that the capabilities of these new tools are rapidly accelerating. Unlocking the potential of AI will not only help agencies to better interact with citizens, but also to identify trends and find new services.  

In my next blog post, I will delve into how to make the best of human and machine collaboration in public service. 

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