In today’s digital age, the way government services are delivered and customer experiences are shaped has undergone significant transformations. The utilization of AI, or artificial intelligence, has the potential to revolutionize these aspects even further. However, it is crucial for the US government to respond to these changes in a thoughtful and competent manner to ensure positive outcomes.
While constraints on AI usage are important to consider, the key to harnessing its potential lies in building capacity and competency. This can be achieved through two primary methods: having the right people performing the right tasks and reducing unnecessary burdens on them. AI can help alleviate some of these burdens, but it is the workforce that truly drives the effective use of AI technologies. This necessitates a focus on capacity-building efforts, encompassing both increasing the number of skilled individuals and minimizing unnecessary workloads.
To shape the future of government services, agencies like the US Senate must utilize a variety of tools at their disposal. These tools can be used to create mandates and controls for administrative institutions, or they can be used to enable these institutions to develop the necessary capacity and exercise judgement in accomplishing their goals. This critical moment in AI calls for enablement rather than stifling regulation.
While it is important to implement controls and safeguards, it is equally essential to avoid applying them inappropriately. Some government agencies have been utilizing AI successfully for routine tasks such as handwriting recognition and improved search functions. Imposing excessive red tape on such low-risk uses could impede progress and hinder the positive impact of AI. What is needed in these frameworks is the expertise within agencies to differentiate between appropriate caution and detrimental constraint.
Moreover, in many areas of government service delivery, the status quo is no longer acceptable. Flaws in the current system result in incorrect eligibility determinations and backlogs that cause distress to the public and waste taxpayer dollars. AI has the potential to address these issues, but it must be implemented in a way that avoids repeating the failures of the past. This requires a commitment to building digital capacity and embracing the opportunities presented by the age of AI.
The digital enablement of services within the government has already made significant strides, but there is still much more progress to be made. Customers now expect streamlined and efficient interactions with government institutions, similar to the convenience offered by online banking or ride-hailing services. To meet these expectations and fully embrace the next era, the government must view digital enablement as more than a tactical shift. It requires a comprehensive approach that prioritizes the utilization of available technology and data, while also addressing the gaps that still exist in online government services.
By leveraging the potential of AI and focusing on capacity-building efforts, the US government can improve government services and customer experiences. It is imperative to navigate the delicate balance between controls and enablement to ensure progress in the age of AI. Only by embracing digital transformation and committing to building digital capacity can we fully harness the benefits of this technological revolution.
The source of the article is from the blog mivalle.net.ar