Agility has been a key attribute for success over the past year and a half. Everyone had to quickly adapt in their personal and professional lives to do things in new ways to keep business and society running. Even the great bureaucracy of government found itself pivoting and quickly changing "how it's always been done" to meet the needs of the day. This should not end with the return to what feels like pre-pandemic normal. In the form of Agile methodology, Agility will play a huge role in the government's ability to continue the fast-forwarded digital push as a result of the pandemic.
Just as government pushed agencies to try Cloud with the "Cloud First" initiative, some are suggesting the same approach for Agile. An "Agile-First" evolution would have a huge impact on IT modernization efforts, accelerating the move from legacy processes and technology to a modern digital approach. The response to COVID-19 showed that the government can move quickly in changing how they do work (across all areas of government). An Agile-first "mandate" could institutionalize that speed and make it the rule rather than the exception.
Though the word may be overused, state and local governments are indeed facing unprecedented challenges. Forced to move operations online in response to their own stay-at-home orders, state and local agencies have spent the last year retooling how they serve citizens. They have been paying for necessary technology upgrades and other new equipment while revenues from taxes have dropped considerably. Even with these financial challenges, state CIOs are committed to continuing with their innovation and modernization efforts.
A study from the National Association of State CIOs (NASCIO) showed that priorities for state and local CIOs stayed consistent over the last year, with cybersecurity and enhancing digital citizen service being the top two. Of course, these two areas saw critical investments in 2020 just to keep the business of government running. In 2021, the solutions put in place will be revisited, evaluated for efficiency, and operationalized to support agencies moving forward.
Natural Language Processing (NLP) is a computer science practice that aims to give computers the ability to understand text and spoken words in the same way humans can. NLP is a key feature of Artificial Intelligence (AI) as understanding the language that we use to "teach" computers is critical to evolving the accuracy of the AI tasks we are asking of them.
The most familiar application of NLP is speech recognition--taking the spoken word and converting it to text. Speech recognition also is part of any application that follows voice commands.To work properly, the technology has to be knowledgeable of accents and frequently understand context (semantics) to differentiate words with a similar sound but have various meanings or spellings. NLP is also closely tied to several tasks that work in the background of applications we use everyday, including spam detection, foreign language translation, virtual assistants, chatbots, social media sentiment analysis, and text summaries/abstracts for long documents.
State and local agencies are home to some of the most innovative ideas in government. Their use of artificial intelligence (AI) is no exception. Localities are embracing AI as a way to make sense of all the data they hold to better understand how citizens are using their services and where gaps may exist. A survey from the National Association of State Chief Information Officers (NASCIO) released in the fall of 2019 found that 32% of those surveyed "strongly agreed" that AI and related technologies can help them meet citizen demands and improve operations. Specifically, the survey found that nearly 50% of respondents planned to use AI as a way to shift workers away from rote tasks and toward high-value activities.
Taking a look around the country, we see some interesting applications of AI at the state and local level.
Artificial Intelligence (AI) is no longer just a plot line for science fiction movies. The reality of AI is not walking robots threatening to take over human tasks, but instead it is being implemented in our daily lives to complement the way people work and learn. For example, known by their first names Alexa and Siri, these AI figures will soon overtake Cher and Madonna as the most famous one-named women in the world (if they haven't already). AI is also what enables the instant customer service "representative" to pop up on a website to help answer basic questions. With its commonplace use in the commercial market, AI and machine learning are making their way into agencies across government.[Tweet "AI and machine learning are making their way into agencies across government. #GovEventsBlog"]
AI is becoming a key tool to help streamline response to citizen questions as citizen (customer) service has become a top priority across all government agencies. The IRS is beginning to use chatbots to help manage the 75 million phone calls, and 500 billion website visits from taxpayers each year (a number that will likely grow with tax changes). There's also interest in how AI can improve cybersecurity posture by automating more and more cyber monitoring so that systems are responding to threats at machine speed. AI also holds the answer to many big data challenges. The speed of automated machine processing can help agencies get more value out of the massive amounts of data they own for improved service, programs, and mission achievement. Continue reading →