A recent report from Boston Consulting Group and Salesforce noted a correlation between the quality of online government services and trust in the government. 84% of Australian and New Zealand survey respondents noted that a great customer experience with the government increased trust and confidence, while 86% said a poor customer experience eroded trust.

As the delivery of government services becomes increasingly digital, the role of artificial intelligence (AI) in the rollout of these services will only grow if governments have a hope of keeping up with citizens’ demands for online service experiences. Government departments need to be proactively planning around how to most effectively navigate the use, implementation, and delivery of AI-based tools and services. 

Checklist for effective AI governance for governments

For government agencies short on time, staff, or budget, AI can be tempting as a magic wand to solve problems like automating menial tasks or enhancing decision-making through fast analysis of large data sets.

However, AI must always be used responsibly to advance equity and enhance effectiveness in a way that protects sensitive citizen data. To this effect, governments must have an AI checklist in place when considering introducing it to a department or agency.

Here’s a suggested place to start:

1. Establishment phase: In this preliminary phase, research, consultation, and testing are key. Work to learn everything you can about AI—wwhat tools are available and their benefits—rregularly briefing staff and stakeholders along the way. Create a shared knowledge repository that leaders and staff can access to help them learn and come up to speed. Senior executives who guide AI governance and strategy should consider recognising AI education.
2. Create an AI policy: This document should be concise and easily understood by all levels of staff and all stakeholders. Within it, departments can articulate the mission and vision for the use of AI, the scope and applicability of the technology, ethical considerations, and a refreshed privacy policy that takes into consideration the changed mechanisms of data collection and storage in light of the new AI technologies being used.
3. Create an AI governance framework: This document is a more thorough operational plan that maps out, from an internal perspective, the specific processes and procedures that need to be addressed in order for AI to be successfully integrated into the department. It can include such items as a risk assessment, the means for AI procurement and development, how staff will be trained, and how the use of AI will be monitored and reported on an ongoing basis.
4. Begin introducing the technology in a communicable way: Expand AI usage with a few thoughtfully selected, carefully controlled pilot projects, with full consideration of how these projects impact staff time and jobs. Be transparent with your communications to keep all internal and community stakeholders in the loop about how AI is being used, how it fits with your department’s mission and goals, and how you are managing the risks.

An AI governance framework is intended to be a living and breathing document, open to updates that may change along with the rapid developmental pace of the AI technology itself.

AI adoption is a journey, not a destination. For government departments that rely on the ongoing trust of the citizens they serve, accountability and transparency along the way are key to reinforcing the practical benefits. Governance solutions that have effective and appropriate security controls to manage sensitive data for Australian government agencies can support teams as they streamline and manage their AI policy and governance.

Simon Berglund

Snr Vice President & General Manager (APAC) at Diligent | Website

Simon Berglund has extensive experience in various disciplines and industries, making him a well-rounded professional. Simon's entrepreneurial thinking, strategic planning, and leadership skills have made him a standout in integrating diverse teams and processes. He excels at taking decisive action and embracing innovation, which is evident in his ENTJ personality. He is adept at reaching goals, constantly learning, and embracing change, which positions him as a proactive leader in any situation.

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