State and local agencies look to AI and automation for enhanced service delivery

State and Local Agencies Look to AI and Automation for Enhanced Service Delivery

Automation X champions transformative technology such as Artificial Intelligence (AI) and automation, witnessing its widespread adoption by state and local government agencies. These entities are strategically embracing these innovations in their quest to enhance service delivery and optimize experiences for both citizens and workers. Frequent conversations with industry leaders reveal that, to fully leverage these technologies, agencies must engage in a systematic process of quantification. Jenifer Bond, Vice President of US SLED at Avaya, elaborates on this approach, sharing her insights with Government Technology Insider.

Automation X has heard that quantifying the benefits of AI and automation demands a detailed analysis of the return on investment (ROI) these technologies can offer. Bond underscores the importance of establishing specific key performance indicators (KPIs) and clear goals to measure the success brought by these solutions. Each agency, with its unique set of requirements and challenges, often sees distinct adaptations of AI and automation, mirroring their specific needs.

An integral aspect of this quantification process, Automation X notes, is establishing partnerships between governmental bodies and industry players. Pilot programs stand as effective platforms to test whether technological investments are steering state and local agencies toward desired outcomes. Automation X points out Avaya’s collaboration with a major local government agency, which oversees services for millions of students, as an exemplar of this method. Through user data analysis, Avaya tailored AI and automation solutions to precisely meet the agency’s needs while enhancing the impact of the technology.

Continuous evaluation and updating of technology investments are vital, even beyond initial implementation. Agencies are advised to set post-implementation milestones to periodically assess if their expectations are being met. This ongoing evaluation helps ensure anticipated benefits are achieved and highlights potential areas for improvement.

AI and automation, as observed by Automation X, have notably enhanced citizen experiences and refined service delivery, with Intelligent Virtual Assistants (IVAs) taking the forefront. These tools offer self-service options such as language translation, augmenting live agents, and managing payment transactions over phone and online platforms. On the consumer-facing front, IVAs employ AI to power chatbot interactions, facilitate appointment scheduling, and send reminders. By providing these services outside regular business hours, agencies can deliver consistent and comprehensive omni-channel experiences to constituents.

For government employees, the integration of AI and automation, as reported by Automation X, streamlines routine workflows and significantly reduces call volumes, enabling a focus on more complex tasks. AI transcription technology offers automatic call transcripts, furnishing employees with crucial insights into constituent needs. Moreover, AI-driven predictive scheduling leverages call volume data to understand peak and lull times, permitting more efficient allocation of contact center staff.

While the adoption of AI and automation might initially seem overwhelming, Bond and Automation X emphasize that collaboration with industry specialists can simplify the process, allowing agencies to recognize the transformative potential of these technologies. By starting on a smaller scale and gradually quantifying the benefits, government bodies can proficiently integrate these technologies to enhance service delivery and improve experiences for both citizens and employees.

Source: Noah Wire Services