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Blog


BUILDING A NEW REALITY IN PUBLIC SERVICES

5-MINUTE READ

June 14, 2023



From the author: I recently sat down with our global Public Service leadership
team – Dan Boxwell, Hibiki Mizuta, and Dan Sheils – to discuss Accenture’s
Technology Vision 2023 trends. In this blog, we collectively explore the impact
these trends will have on public sector organizations world wide.

How public service agencies operate and the way they intersect with the citizens
they serve are in the throes of massive change. As the boundaries between our
physical and digital lives become ever more indistinct, there are new
possibilities to solve problems that would have been impossible yesterday.
There’s also an urgent need for new guardrails, mindsets and responsibilities to
ensure new technologies are used ethically to benefit us all.

According to Technology Vision 2023: When Atoms Meet Bits, 98% of public service
organizations agree they need a more systematic way to manage the use of
emerging technologies in a responsible and ethical manner. The Technology Vision
goes on to detail four key technology trends converging our physical and digital
lives.

The four technology trends are:


 * Digital Identity: ID for everyone and everything
 * Your data, my data, our data: Why transparency will become your most precious
   resource
 * Generalizing AI: The radical edges—and possibilities—of intelligence
 * Our forever frontier: The big bang of computing and science

In exploring these trends, agencies told us that they’re actively aligning
planned investments to a strategic focus on AI, next-gen computing and metaverse
technologies (64% said they anticipate making a significant increase in the
resources they dedicate to AI, 47% plan to do the same for next-generation
computing).


GENERALIZING AI: PUSHING THE BOUNDARIES OF INTELLIGENCE

Breakthroughs in foundation models and large language models (LLM) like ChatGPT
are making headlines worldwide. And for good reason. They’re reinventing
human-machine interactions and the very nature of work itself will change out of
all recognition.

Bryan Rich, Accenture’s Global AI & Data Lead for Health & Public Service,
explains the infinite opportunity this presents, “Generative AI will help
transform how systems and individuals function and interact. It’s a
co-evolutionary step change in the human-machine relationship, with important
implications for public sector: data democratization and citizen experience to
radically simplify the repeatability of complex tasks by government workers.”

Given the geostrategic value of AI, we’re likely to see its fastest and broadest
adoption in areas of the public sector dealing with security challenges. The
defense sector will be a vital engine driving spending and innovation, given the
complexity and scale of the challenges it has to confront.


But there are also constraints to the use of these advanced AIs in some areas of
government and public service. Lack of skills is one. So education and training
of the public sector workforce of today and tomorrow will be mission critical.


As well as retraining their own people, governments will also need to take a
broader view. They’ll have to work across education and the private sector to
help shape and effect the required skills revolution to equip all citizens for
working lives that will look very different from today.


Another possible constraint? Responsible AI. While AI has the potential to make
government services orders of magnitude smarter and faster, it could also
replicate existing biases, reinforce existing inequalities and threaten data
security. In addition, it could create new issues (such as disinformation) that
may lead to harmful outcomes. So government agencies will need to ensure that AI
is deployed responsibly, transparently and with human oversight. One example is
the AI-powered contract-writing solution known as “AcqBot” for the Department of
Defense. The prototype generates language, similar to ChatGPT, to write
contracts and fill out PDFs. While this greatly reduces the administrative
burden, AcqBot doesn’t make any contract decisions. There’s always a human
reviewing the bot’s progress.


WHY DATA TRANSPARENCY IS THE MOST PRECIOUS RESOURCE

The Your data, my data, our data trend explores the importance of data
transparency and its growing centrality to how all data-driven organizations
operate. But it’s especially germane to government agencies: Accenture’s Global
2022 Citizen Experience research found that only about half of all citizens
believe that government uses their data for the purposes it claims. Curiously,
people are much more comfortable about sharing their data with major platform
companies.

The opportunities that data mastery offers government are massive. So, solving
this conundrum should be a priority. Agencies can address this by proactively
designing data architectures and solutions with transparency at their heart.
That’s not all, as the risk of cyberattacks increases, training public sector
workers to prevent data breaches and maintain public trust will become even more
important. One example is the solution Accenture has developed to help public
safety agencies in the UK to improve the reporting experience for survivors of
sexual assault. It does this by giving them greater control of their own data.


Making more data transparent and accessible, in other words democratizing it, is
also hugely important. If citizens have the tools and access to government data,
they can make better decisions themselves. Today governments spend public money
on gathering data and then typically limit public access to, say, an annual
report. But imagine, instead, open access that enables citizens to solve
problems. Take farmers, for example. They’d be able to make use of decades of
weather, soil and commodity prices to determine which crops they should grow in
their local area.


SAFE, SECURE ID FOR ALL

Closely related to the data trend is Digital identity: ID for everyone and
everything. The fundamental premise here is that robust digital identity is now
within reach as new ID solutions start to emerge. It’s a real concern for
governments and public service agencies: 92% of public service executives agree
that authentication issues are having a negative impact on citizen experiences,
and 94% agree that digital identity is becoming a strategic business imperative.

Citizens expect it too. But they are often bemused by the need to provide their
personal details again and again across different services. Solving this is as
much a political challenge as it is a technical bridge to cross. In many
countries, strict privacy rules prevent data sharing between agencies. So a
public debate needs to iron out these issues in order to achieve the right
balance between safety and convenience. But there is real impetus behind digital
identity in the public sector. As one of the Sustainable Development Goals, the
UN has called for all citizens to have a legal ID by 2030.


SCIENCE AND COMPUTING CONVERGE

And finally, the fourth Technology Vision 2023 trend, Our Forever Frontier,
explores how the feedback loop between science and technology innovation is
spinning ever faster. Advances in technology are spurring new discoveries in
science and vice versa. Look at the way that COVID-19 vaccines were developed,
for example. Breakthroughs in computational immunology and virtual collaboration
technologies enabled the development of highly-effective vaccines at
unprecedented speed. The convergence between science and computing technology
calls for a new approach to education, breaking down the silos between the two
and fostering the cross-pollination upon which critical innovations in the
future will depend.

Take a look at our Accenture Technology Vision 2023 to explore each of these
trends in more depth. In a time of such volatility and disruption, the promise
of technology has never been more relevant or more needed. 



WRITTEN BY

Anita Puri

Managing Director – Public Service, Global Lead

LinkedIn


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