Reinventing public services with Generative AI

Imagine a self-service chatbot designed for government operations that can quickly respond to frequent questions in multiple languages so that citizens get prompt solutions, leaving government employees free to concentrate on more complex matters. Another excellent service could be one that examines a large amount of financial and other data to identify patterns and trends and assist the government in more accurately identifying potential tax evasion or fraud. GenAI has the ability to empower the government sector with solutions to improve the efficiency, effectiveness, and accuracy of its operations. It is a powerful tool that can transform government operations when integrated with other automation tools, human judgment, and appropriate governance mechanisms. It can help the public sector enrich citizen experiences by delivering equitable and citizen-friendly services.

Here are four ways in which generative AI can play a pivotal role in shaping a more streamlined, responsive, and effective public sector:

1. Seamless citizen services

Citizens are used to frictionless experiences in the private sector and expect the same from the government. Generative AI-powered chatbots and tools can optimize the quality of interaction and communication with citizens. They can answer queries better and deliver contextual information by leveraging large language models, analyzing and scanning government documents in real time, and collecting and leveraging feedback. They can guide people and firms through processes such as renewing licenses, applying for permits, etc.Citizens often find it challenging to complete forms, get their rightful benefits, or get services delivered due to language barriers, disabilities, etc. Generative AI can overcome such issues using real-time transcription, translation, and assistance with applications that break language barriers and enable broader accessibility.

2. Automated intelligent processes

According to Deloitte, documenting and recording information are the most time-consuming tasks in government, taking up around 10% of federal and state workers’ time in the United States. Generative AI can help in different ways. For instance, an intelligent, rules-based software program can perform initial evaluations of applications. It can intelligently copilot cases with a caseworker by answering case-specific questions. It can also lessen workload by pre-populating data from paper applications, automating system actions, sending reminders, recommending interventions, and more. By automating repetitive and time-consuming tasks involving processing, scanning, and validation, it can free up bandwidth to prioritize complex and strategic work. This can help reduce workload and increase productivity, leading to greater job satisfaction and improved outcomes.

3. Streamlined knowledge management and effective decision-making

Generative AI can revolutionize the internal knowledge-management system by storing knowledge of experienced employees, case data, and extensive policy manuals. This robust knowledge repository can be used by employees for quick access to relevant information to complete their tasks, onboard new hires, and address citizen queries.

Generative AI tools excel at quickly sorting through massive amounts of documents, such as application forms and contracts, utilizing automated document scanning capabilities supported by advanced GenAI algorithms and NLP models. These capabilities accurately identify inconsistencies like missing data, non-compliant applications, etc., offering a proactive approach to detecting issues that might go undetected due to human oversight or error.

Generative AI tools can also condense and summarize substantial information from diverse sources—such as public health data and economic indicators, in an understandable and readable format. This not only contributes to the development of a solid knowledge base but also facilitates the identification of patterns and correlations, empowering government departments to make better-informed decisions and develop effective strategies.

4. Enhanced regulatory compliance and fraud management

Using intelligent, rule-based logic, generative AI can empower governments to continuously monitor compliance status within internal operations and of the third parties they work with. It ensures strict adherence to the latest rules and regulations, automatically flagging violations and initiating enforcement actions.

Governments can leverage generative AI technology, machine-learning algorithms, and data analysis techniques to detect fraudulent activities such as suspicious transactions, tax evasion, etc., and identify anomalies in financial records. This can enhance their ability to maintain regulatory compliance and manage fraud effectively.

Credera's generative AI approach for public sector success

Credera leverages Pega Infinity™ ’23, the low-code platform of Pega that is integrated with Pega GenAI™, a set of 20 AI-powered boosters to offer innovative public sector and citizen solutions.

Our team of public sector experts, with their deep domain expertise, makes the most of Pega technology to enable state and federal institutions to implement digital solutions that transform the employee experience and deliver better citizen outcomes.