Reducing costs, improving efficiency and generating value are the usual concerns of organizations of all types and sizes in the public and private sectors in Spain. In recent years, innovations such as cloud computing and artificial intelligence (AI) have been instrumental in helping companies improve their products and services, as well as optimizing efficiency.
In April 2018, the European Commission adopted its first AI strategy, focused on increasing investment, increasing available data, nurturing talent and ensuring trust. However, a study carried out by EY for Microsoft recently suggests that the public sector in Spain is still a long way from making the most of this type of technology. This is not a lack of interest problem. For 80% of the Spanish organizations surveyed, artificial intelligence is a digital priority, although its use is still in the initial phase since only one in three of them has adopted an AI solution.
Mitigate the pandemic
At a time when collective work is of utmost importance in mitigating the effects of the pandemic, using AI correctly is more important than ever for the public sector. Among the main challenges are the need to keep basic services fully operational, despite current security measures, such as social distancing. In the same way, the new reality of telework also implies the need for adaptation for many civil servants and ordinary citizens.
For example, recently the Ministry of Employment, Training and Autonomous Work of the Junta de Andalucía has deployed an artificial intelligence solution to help thousands of freelancers who demanded emergency subsidies. Developed in two weeks, this solution reduced the resolution time of the grants by two months for 150,000 applicants and considerably freed 20,000 employees, thus allowing them to add greater value in their mission of helping more citizens.
Prioritize AI
Microsoft’s study shows that the most successful organizations have leaders who are actively involved in planning, deploying, and evaluating AI initiatives. This is due to the fact that realizing the full potential of artificial intelligence requires a commitment that is not limited to working better, but to doing it differently.
Indeed, AI offers organizations the opportunity to benefit from improved operational processes, as tools with artificial intelligence components can help manage simple or repetitive tasks. However, the main value is derived from using it to innovate and reinforce key services and experiences, and when it is intended to support people and not replace them.
College of Registrars
For example, within the scope of the modernization of justice in Spain, in order to be at the forefront of new technologies, particularly AI, the College of Registrars created two years ago an innovation committee whose objective is to analyze emerging market technologies and how they can be incorporated into the organization. The committee also focuses on applying new solutions cautiously to avoid risks.
In this sense, public sector leaders in Spain tend to get involved in the implementation of AI, and more than 50 percent of those surveyed reported high levels of involvement at the political and managerial level. Thus, from Microsoft they observe how in most cases the inertia tends to be quickly overcome as soon as leaders test AI for themselves and experience how it can help them in the performance of their functions. This is a big boost for technology to be integrated quickly and its benefits to spread throughout the organization.
Impartiality, transparency and inclusion
When it comes to the use of algorithms and data sets, there are many important considerations related to fairness, privacy, security, and transparency. For example, a hospital could use AI to design a personalized treatment plan for a patient, while a government agency could use it to identify citizens at risk of exclusion who could benefit from a specific social service. It is impossible to measure the importance of these types of decisions. The fair and ethical application of an algorithm is therefore vitally important to ensure that everyone is treated fairly.
For any entity – be it a public administration, a hospital or an educational center – generating and maintaining trust is essential to ensure that both employees and citizens feel comfortable with the use of artificial intelligence. Establishing clear guidelines and transparent processes is an important step. It is also important to remember that the value of AI systems lies in the data that is handled and its optimization may require some effort on the part of IT teams to collect the appropriate information and that it works correctly. Apart from this, it also requires a great cultural shift for people to be aware of the potential of data and their role in working with it. Therefore, all relevant positions within an organization must be trained to understand their obligation to treat data ethically and responsibly.
Skills development
Data from the Microsoft study reveals that companies and organizations most advanced in the use of artificial intelligence place an emphasis on developing the skills of their employees as well as the technologies they use. As can be expected in the age of AI, technical skills such as data science and engineering are increasingly in demand. However, if we think about the shortcomings of AI – creativity, empathy and problem solving skills – it is clear that there is a wide variety of skills that are increasingly valuable, such as negotiation, management, leadership and communication skills. .
Among respondents from across Western Europe, only 11 percent indicated that their organization had the right balance of skills related to artificial intelligence. Clearly this is challenging, just like in the private sector. There is great potential for reorienting training and this not only helps maintain company awareness so vital to many public sector organizations, it also represents a great opportunity to increase the level of employee engagement. Recruitment programs allow them to work with their managers and become involved in developing their own career path, a key factor in driving employee retention. The most important thing, however, to ensure that organizations have the necessary skills at the right time is to create a culture of continuous training that is not based solely on delivering courses, but also instills the value of learning as a means of improving performance. impact, flexibility and reinvention.
