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Global governments have their eye on Artificial Intelligence

Citizen service expectations driving AI acceptance in Public Sector

Governments are drowning in data. Enterprise applications, the Internet of Things, social media, and digital citizen services are generating vast quantities of data – and the rate of growth is faster than ever before. The problem is selecting the relevant information, deriving meaningful insights from it, and using those insights to guide decision-making.

Globally, artificial intelligence is receiving recognition for its ability to support government initiatives, including cost reduction and program efficiency. In a recent executive order, “Accelerating America’s Leadership in Artificial Intelligence”, the United States government directed federal agencies to determine how AI can be used to advance their missions.

The order states, “Emerging technologies are driving the creation of the Industries of the Future, and none more so than artificial intelligence (AI). AI technologies are transforming nearly every area of [citizens’] lives, from transportation to healthcare to education to security. Even now at the earliest stages of commercializing these technologies, [citizens] have seen the power and potential of AI.”

Dean Lacheca, research director at Gartner, says government CIOs need to quickly determine the role of AI, especially as it pertains to citizen services.

“Citizens have a growing expectation of being able to access government services via conversational applications,” says Lacheca. “However, most government services, particularly those that involve care or case management, will require human involvement for the foreseeable future.”

Gartner believes that by 2020, 25% of customer service and support operations will integrate virtual customer assistant technology across engagement channels.

But the influence of AI in government is only scratching the surface. With AI effectively and efficiently reinventing processes and interactions in the private sector, it’s time for departments to rethink what is possible and reimagine new ways to be even more mission-focused and citizen-centric.

Discover your new enterprise with OpenText Magellan

With terabytes, petabytes – and soon, exabytes – of data from smart cities, citizen service transactions, or internal operational processes, public sector enterprises have massive opportunities to gain intelligence about nearly anything they want to track.

However, one hurdle in that equation is that there is too much data and much of it is not important. Deciding upon relevant information from the vast amounts of non-relevant or unstructured data and assembling these points into meaningful patterns to guide decision-makers is a large task, even for the most powerful business intelligence and analytics software. Another limiting factor is that the software can not act on its own; dozens of program experts or IT support may be required to set it up, and then spend weeks or months sifting through its findings.

Through OpenText’s AI predictive analytics platform, OpenText™ Magellan™, governments can enable machine-assisted decision-making, which in turn helps their enterprise automate repetitive tasks, gain extra value and insight from their data stores, and operate more effectively.

With today’s data-aware environments, machine learning can work within a single system to realize a broad range of business use cases. By processing and analyzing enormous amounts and varieties of data, cognitive systems will find patterns and deliver insights, in real time.

The future is here

In today’s environment of budgetary pressures, information transparency, and rising demand on public services, advances in technology have made artificial intelligence a viable and innovative way to address the challenges facing the Public Sector. The sooner that government organizations embrace artificial intelligence, the sooner they will become more cost efficient and increase citizen satisfaction.

Public sector enterprises at any level will discover immediate benefits from leveraging the AI-enabled analytics that OpenText Magellan offers. Organizations looking to bring AI and machine-assisted decision-making to their existing enterprise will find a tightly integrated, flexible, and empowering answer in OpenText. By enabling every user and relieving the burden on IT to develop and maintain a custom solution, OpenText allows public sector enterprises to take stronger action from day one. For more information, please contact us.


Are you ready for the Intelligent and Connected Enterprise? Join us at OpenText Enterprise World 2019 to hear how we’re enabling the Intelligent and Connected Enterprise with AI and the Internet of Things.

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Brian Chidester

Brian Chidester is the Senior Industry Lead for Public Sector at OpenText. He is responsible for growing OpenText’s Public Sector practice while also ensuring the success of our public sector customers. Formerly, Brian served as the Industry Marketing Lead for Public Sector at Appian. He also has held product marketing roles with Monster Worldwide, Arrow ECS and IHS Markit, where he was awarded Best in Show - Lead Generation at the 2014 MarketingSherpa Email Awards. Mr. Chidester holds a B.S. in Communications Studies from Liberty University.

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