Today's Edition
MAYS IBRAHIM (ABU DHABI)
The landscape of public services is “at the cusp of a major shift” amid the rapid advancements in artificial intelligence technologies, according to Nadya Abdulla Kamali, the Country Managing Director for the UAE at Accenture, a leading global professional services company.
In an exclusive interview with Aletihad, Kamali, shed light on the transformative power of generative AI in revolutionising government services and the imperative of responsible AI deployment.
Accenture was among the participants at the World Governments Summit (WGS) held in Dubai last week.
The summit served as a platform for global leaders in government to engage in a dialogue concerning governmental processes and policies, with a particular emphasis on futurism and technological innovation, among other related topics.
Kamali noted that Accenture’s participation aimed to underscore the potential opportunities presented by generative AI for the public sector, provided that it is deployed “intelligently” and with a full awareness of the associated challenges.
During the WGS, Accenture launched a report, offering recommendations on integrating generative AI into government services, under the title “How Can Government Agencies Responsibly Navigate the AI Landscape to Implement High Impact Generative AI Solutions?”.
The report addresses the immense power of generative AI, emphasising its potential to redefine human-AI interactions and transform how governmental work is conducted, Kamali said.
“With the rapid adoption of AI technologies such as ChatGPT, the landscape of public services is at the cusp of a major shift. This shift, however, brings with it the responsibility to manage Gen AI ethically to mitigate the risks of unreliable outputs, various biases, and workforce displacement, while ensuring confidentiality, security, and adherence to regulations.”
The recently issued report also explains what makes Gen AI different from other technologies, according to Kamali. She explained that Gen AI refers to a class of AI stems that have the capability to generate new content, data, or information that is not explicitly programmed into them. Gen AI relies on models trained on large data sets to generate content autonomously.
“These models learn patterns and relationships from extensive data sets that can then generate human-like text, images, or other forms of content. A particular type of Gen AI, large language models (LLMs), has enormous potential to change ways of working.”
According to an analysis by Accenture, spanning across 19 industries, language-related tasks consume approximately 62% of employees’ work time. Remarkably, the firm suggests that a significant portion of this time, around 65%, could be repurposed into more productive tasks through augmentation and automation measures.
Prudent Adoption of New Tech in Government Services
Kamali emphasised the need for cautious adoption of new technology within government services. She highlighted concerns regarding the reliability and trustworthiness of outputs generated by emerging technologies, including issues related to quality, accuracy, traceability, and confidentiality.
Kamali further pointed out ongoing disputes surrounding copyright and intellectual property (IP) rights, which directly impact government services.
“We also have to watch out for bias and harm issues such as disinformation, adversarial AI, fraudulent attacks, and misrepresentation,” she added, stressing the importance of considering workforce impacts.
Investing in People
Kamali views that public sector agencies should consider proactive steps to ensure that operations and regulations evolve at the same pace as new technology to build citizens’ trust and realise benefits that best serve their communities.
“Transparency is vital and there should be an active discussion about both the benefits and risks of AI. The importance of human agency should be emphasised by understanding that responsible AI starts with a thorough understanding of data sets and inherent biases and that humans are always accountable for AI-driven decision-making,” she added.
The Country Managing Director further noted that it’s imperative for government leaders to actively engage in discussions and proactive planning regarding the profound impact Gen AI will have on jobs, societies, and the “very essence of humanity”.
“While Gen AI will disrupt work as we know it today, most jobs will not be entirely automated. Rather, discrete tasks will change. Gen AI presents the opportunity for more productive and meaningful work experiences for people.
“Helping people keep up with technology-driven change will be the biggest factor in realising the full potential of language-based AI,” she said, adding that many organisations are currently dramatically underinvesting in their employees in this regard.
Independent economic research indicates that for every $1 organisations spend on new AI systems, they may need to spend $9 on getting their people ready to work with these machines, according to Kamali.
Accelerated Innovation, Improved Customer Experience
Kamali emphasised the critical role of AI in enhancing the quality of customer services and ultimately fostering trust and transparency between citizens and their governments.
“Providing services that improve lives, communities, and society is at the heart of the government’s mission,” Kamali stated. “Gen AI holds significant promise for government agencies.”
She revealed that Accenture is working with Spain’s Ministry of Justice to simplify how critical information about judicial processes is accessed, using a Gen AI-powered search engine for judges, prosecutors, defence lawyers, and citizens.
“The tool reduces the time it takes to locate specific information by 40%, making this an essential part of everyday judicial work far simpler and more straightforward than ever before”.
The report by Accenture finds that public service executives anticipate a host of benefits from the adoption of Gen AI foundation models, with 62% expecting accelerated innovation and 56% anticipating improved customer experiences.
“By using Gen AI to reduce administrative burden, government agencies can free up employee resources for in-person services where they are most needed. This can mean faster, more human services for citizens when they need them most,” said Kamali.
Over the next three-five years, an overwhelming 99% of public service leaders believe that software and services powered by AI foundation models will substantially enhance innovation and creativity in their organisations, she noted.
Proactive Measures for Potential Risks
Kamali also pointed out that the rapid advancement of AI has also underscored the importance of proactive measures to address potential negative consequences.
“Our research found that public sector respondents (98%) emphasised the need for a systematic approach to manage emerging technologies responsibly and ethically. Government agencies have an obligation to serve citizens equitably, and without a strong governance strategy in place these technology implementations could exacerbate existing or even create new service inequities. Furthermore, 99% of public service executives acknowledge the critical role of data governance strategies that balance control and transparency.”
As AI models increasingly rely on high-quality and controlled data, ensuring trustworthy outputs becomes paramount. Kamali urged government services to prioritise addressing citizen concerns about data quality and AI applications.
She emphasised the importance of international collaboration for the development of effective AI solutions and ensuring that these technologies contribute to a better future.
“Government agencies have a unique opportunity to set the bar for responsible and impactful applications of Gen AI, simultaneously building consumer confidence in an AI-powered future.
In this transformative journey, international cooperation becomes imperative.
“The path to the most effective AI solutions lies in thoughtful development and international collaboration. Public service leaders all over the world will play an important role in managing thorough and careful approaches to help ensure that these technologies contribute to a better future for all,” said Kamali.
