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Duration 7 hours
Course Outline
Introduction to AI in Public Services
- Defining AI in the context of service delivery: key concepts and definitions
- Current digital transformation trends within government
- The current state of AI maturity across public institutions
Real-World Use Cases in Public Sector Services
- Streamlining automated form processing and intake workflows
- Leveraging AI for healthcare triage, immigration document processing, and tax analysis
- Personalising services through data-driven insights
Language Access and Citizen Engagement
- Utilising AI for translation and summarisation
- Deploying chatbots and virtual agents for multilingual communication
- Enhancing accessibility for diverse populations
AI for Forecasting and Resource Planning
- Predicting service demand and capacity using AI models
- Implementing early warning systems for fraud, compliance, or case escalation
- Integrating AI capabilities into existing business intelligence workflows
Ethical and Operational Considerations
- Addressing bias, fairness, and explainability in automated decisions
- Managing citizen trust and privacy concerns
- Designing human-in-the-loop service models
Strategic Planning for AI-Enhanced Delivery
- Identifying AI opportunities within existing service chains
- Assessing organisational readiness: data, systems, and workforce
- Fostering cross-agency collaboration and scalable pilots
Summary and Next Steps
Requirements
- A working knowledge of public service operations and delivery mechanisms
- A genuine interest in service innovation, citizen experience, or digital transformation
- No prior technical expertise in AI is necessary
Target Audience
- Public sector professionals in service delivery roles
- Government departments focusing on digital transformation
- Operations and innovation teams working in areas such as tax, health, or immigration
Testimonials (1)
I got to learn more about Microsoft Copilot, something that I thought was the same as chatGPT but I got to discover more exciting options that I will forever use to make my life easy.
