PodChats for FutureCIO: Putting the smart in government services

Gartner predicts more than 70% of government agencies will use AI to enhance human administrative decision making by 2026. Machine learning, analytics and generative AI will mature over the next two years and combine into a suite of tools that will support improved government service delivery.

Gartner VP analyst Todd Kimbriel says government CIOs must find new ways to meet citizen demands for modern, accessible and resilient services, by focusing on sustainable and scalable technology.

In this PodChats for FutureCIO, we are joined by Keith Nelson, senior industry strategist for the public sector at OpenText, to share us his views on how to put the smart in government services.

1.       What is Artificial Intelligence in the context of government/public services?

2.       Name some use cases among early adopters of AI in the government/public sector.

3.       What will be the primary challenges of government CIOs in the AI adoption journey?

4.       Some governments (in Asia and around the world) are drafting AI governance frameworks. Can you name three best-in-class frameworks to date?

5.       Gartner’s Dean Lacheca says “a lack of empathy in service delivery and a failure to meet community expectations will undermine public acceptance of GenAI’s use in citizen-facing services.” Do you agree or disagree with this assessment? How should governments go about addressing this?

6.       In the AI adoption journey, should governments focus on deploying AI on backend processes first or citizen services?

7.       What is your advice for government CIOs as they look to adapt/adopt AI-centric solutions and practices in the delivery of government services?