Voices from Accenture Public Service


In the first two parts of this series, we’ve talked about the potential of artificial intelligence (AI) to improve public service and some of the success stories of government agencies already using it in a myriad ways.

In January, at the 48th annual gathering of World Economic Forum in Davos, Accenture Strategy released its latest report, “Reworking the Revolution,” outlining steps to create a future workforce in which humans and intelligent machines work together to improve productivity, innovation and growth.

I think government agencies looking to maximize the potential of AI might find these recommended steps helpful:

Reimagine work. Balance the need for automation by assessing individual tasks, not jobs. For example, state vehicles using autonomous vehicles and drones can generate and analyze traffic and public safety data that is too much for people to comb through.

Pivot the workforce. AI can help optimize the workforce by augmenting mundane work and allowing government employees to focus on more important work. We’ve seen this in the private sector. I think there’s a growing pressure on public agencies to match the services citizens get in every other aspect of their lives.

Scale up new skilling. Go digital in training. Use VR, AR and AI to accelerate the speed and scale of training. For example, AI can help law enforcement officers distill valuable data about de-escalation techniques during domestic violence situations and help guide the officer through a call.

Eliminating mundane government work is not the only opportunity AI offers public service. By combining the best of human and intelligent workers, government agencies will be able to allow human workers more rewarding and empathetic roles, leading to a better interaction with the public. As many global leaders pointed out in Davos in January, AI offers governments and businesses the opportunity to make the world a better place.

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