Canon: Embracing AI in the public sector – with caution #techUKDigitalPS

When looking forward to the future, public sector organisations can be certain that technological advancements will shape the way they operate. Modern technologies such as AI and cloud-based services are continuing to develop, resulting in new IT solutions and challenges to plan around. In response to the COVID-19 pandemic, organisations have accelerated the digitisation of their customer-facing interactions and services by three to seven years.

The pandemic has given digital transformation a massive boost, propelling organisations forward into their digital futures.

The public sector is facing several challenges, including an aging population, increasing demand for services, and budget constraints. These challenges are driving the need for digital transformation. What role could AI play in this, and are the benefits worth the risks?

Artificial Intelligence: the benefits

Although its exact applications are not yet certain, organisations need to prepare for the capabilities and risks of artificial intelligence (AI). However, for those with a keen interest in AI’s potential, the major opportunities are:

• Improved productivity in some areas: Although AI shouldn’t be considered a holistic booster to productivity across the board, some tasks are well suited to it. For instance, AI can be very helpful for identifying trends in large sets of data.

• Automating mundane tasks: When implemented effectively, AI can save organisations money by taking care of mundane tasks that detract from employees’ productivity.

• Faster yet data-driven decision making: By applying AI correctly, organisations can sort through datasets beyond the capabilities of staff. This means that they can access extensive data without curbing productivity, meaning that decision making can be agile yet informed.

As the potential and accessibility of AI grows, organisations should remember not to lose sight of where AI would or wouldn’t be suitable. Furthermore, the ongoing success stories of AI all share a common theme: long-term improvements, rather than AI implemented merely for the sake of it. This forward-thinking mindset helps senior executives plan around a gradual integration of the technology when and where it’s appropriate.

Furthermore, AI is not instantly applicable to organisational data. Rather, to make the most of artificial intelligence, organisations need to ensure their data is well-organised and safely stored before applying AI technology. This is especially important for organisations seeking to find automated solutions to discover trends or issues in their largest datasets.

Artificial Intelligence: the risks

AI’s promise and productivity benefits should not overshadow its complications and potential risks. Any organisation planning its future around AI’s capabilities should also prepare for the possibility of its negative effects, including:

• Cybersecurity threats: AI’s potential to jeopardise cybersecurity is the most widely-recognised risk. Artificial intelligence can adapt to security risks at great speed, but hackers can also use this speed to develop malicious AI that escapes AI-based defences.

• Regulatory compliance: As AI develops at exceptional speeds, its capabilities are often available before standards for fair and compliant use can be established.

• Organisational reputation: Despite its potential to streamline processes for an improved experience, customers may lose trust in organisations they perceive to rely too heavily on AI technologies rather than human rationale.

AI represents a challenge for long-term planning as rapid technological developments outpace the work of organisational policymakers. This only reinforces the need for regular reviews and shorter planning cycles, to allow organisations to act with the agility needed to adapt to rapid advancements.

At this time, our recommendation to public sector organisations is to investigate the potential benefits of AI, but to proceed with caution.

This article was written by Craig Leverington, Director - Canon Business Services, Canon UK Ltd. Craig has worked at Canon for 8.5 years following 18 years working for BYTES Technology Group in the office equipment industry.  Craig left Bytes due to redundancy as part of a corporate takeover and after deciding to take a year out of work, started at Canon 6 weeks later!

Canon Business Services is essentially an outsourcing business offering organisations the technology, expertise and people to deliver outcomes that are critical to their business success.  We provide on-0site and off-site services as well as access to supply chain production. Outside of work, he is a very keen golfer playing regularly with a core group of friends, he loves keeping fit mainly by running, skipping and yoga. Craig is also privileged to hold the position of Non-Executive Director of the Essex County Football Association.  A volunteer role that helps ensure the delivery of football to the whole of the Essex region. To learn more about this author, please visit their LinkedIn.

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