What is Artificial Intelligence (AI)?
Artificial Intelligence is a collection of advanced technologies that allows machines to sense, comprehend, act and learn.
It is set to transform business in ways we’ve not seen since the Industrial Revolution; fundamentally reinventing how businesses run, compete and thrive. When implemented holistically, these technologies help improve productivity and lower costs, unlocking more creative jobs and creating new growth opportunities.
Artificial intelligence (AI) technology is poised to become vital to the federal government, as new mission requirements come more quickly and become more complex. Moving beyond a back-end tool, AI is now taking on more sophisticated roles that can truly amplify human capabilities. Implemented with a people-first approach, AI can enable employees to focus on higher-level, mission-critical activities while helping them work significantly faster on less complicated tasks. AI can help tackle an agency’s backlog and improve services to citizens by making every user interface both simple and smart. The challenge for federal leaders is to implement AI in a responsible and trustworthy manner, while applying solutions that take advantage of everything AI has to offer.
AI Solutions from CMPTL- FOCUS ON PEOPLE
AI makes it possible to take a people-first approach to technology that adapts to the needs and characteristics of individuals and how we interact now in our digital world. In the past, people used to have to learn to think like computers and how they were programmed. Now, computers have learned to alter their processes in order to think like people. This is a very important strategic shift in federal government, as it presents an opportunity to rethink how agencies can use technology to better serve citizens—achieving more by allowing them to realize real outcomes, not simply transact with government in predefined ways. Up to 94 percent of business and IT executives in the public-service industry anticipate making extensive investments in one or more AI-related technologies over the next three years to accommodate this shift.
Basic decisions that a human can make in under one second can now be automated using intelligent technology. Automation enables employees to focus on more complicated tasks, and enhances more complex cognitive processes by providing insights that inform better actions. Eighty percent of public service executives reported that the automation of certain simple tasks through machine learning will “free up employees to focus on more critical—and rewarding—activities that are more closely aligned with citizens’ needs,” and that this “will improve the job satisfaction of current employees,” thereby improving retention.
With profound benefits to both the citizens they serve and the people they employ, federal leaders are embracing the advances of artificial intelligence. AI solutions are getting easier to implement and automate, but agencies need to think through all of the implications before deployment. This is truly a transformation of the relationship between humans and machines—it requires a thoughtful, and thorough, analysis.
For example, AI interfaces that interact directly with citizens must be held accountable in ways similar to person-to-person interactions. To avoid challenges in interactive modes, user-centered design activities aligned with AI interfaces should be included to ensure seamless, clear and secure communication dialogues between AI and people.
In cases where AIs are augmenting employees through the proactive presentation of relevant information, it is important to place that information in context, with links to backup materials and evidence that supports any potential conclusions. Integrating AI suggestions and assistance into existing processes requires attention to integration challenges, while also addressing the right amount of useful information that helps the human operators and researchers make quicker, confident decisions.
Federal agencies will be most successful with AI solutions if they have a holistic implementation strategy that includes examination of benefits, assessment of risks, attention to trust and transparency, and delivery of real outcomes. When implemented holistically and responsibly, AI technologies hold the potential to allow agencies to amplify and deliver more of what people do best, fundamentally reshaping how work is done and delivering clear benefits, quickly.
AI Solutions from CMPTL - BE RESPONSIBLE
In order for AI to be responsible, an agency’s AI deployments need to be aligned to its mission, core values and ethical principles in order to benefit citizens and all of society. When agencies do so, they enhance trust with everyone they serve.
CMPTL believes responsible AI can be addressed with a service design approach that grounds implementation with the core values of the agency’s policies and programs. This alignment between an agency’s commitment to the ethical delivery of its services, coupled with a transparent and accountable AI implementation, provides a consistent framework for maintaining the trustworthy nature of AI interactions with employees and citizens alike.
By transparently making sure AI reflects the best elements of human nature, agencies can address concerns up front and get the most out of their AI investments.
AI Solutions from CMPTL - DELIVER REAL OUTCOMES
Incorporating a new technology that transforms the nature of public service and delivers innovative outcomes can be a challenge. But strong leadership can facilitate that process by establishing a strategic purpose around the use of AI, communicating its vision and support of AI programs, and managing the change to the organization as a whole—throughout the project life cycle and sustained by all stakeholders through go-live and beyond. It’s not so much about quick implementation; it’s about thoughtful, calibrated implementation, from beginning to end.
Developing strategies for AI that put people at the center and incorporate the human dimension is key to delivering real outcomes. Also key are taking into consideration an agency’s and the federal government’s policies, procedures, and service delivery for citizen-facing functions and committing to developing responsible AI systems that are aligned to ethical values that drive positive outcomes and empower people to do what they do best—imagine, create and innovate.
There is a real opportunity now for agency leaders to make government more efficient with AI, leading to better mission outcomes. We can leverage the immense power of computational technology to make experiences simpler and more natural for employees and citizens. With well-informed, augmented and AI-empowered decision makers, agencies will be able to advance government processes, establish a new culture for the workforce, and create a trustworthy environment with citizen-centered outcomes.
Our team of domain / industry experts, advisory consultants, data scientists, and architects bring a comprehensive view of how Artificial Intelligence (AI) Services can help enhance your bottom line and how you can use your strategic IT assets.
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