Embracing Artificial Intelligence in Local Government
Matt Culpin, Product Director, IEG4
Artificial Intelligence (AI) is a term that often evokes images of futuristic robots and complex algorithms. However, what we commonly refer to as AI is, in reality, computational statistics — a field that has been silently enhancing our digital experiences for many years. From the map applications on our smartphones to the predictive text in our messaging apps, AI is deeply integrated into our daily lives. This integration is becoming increasingly prominent in the realm of Local Government, where digital platforms are evolving to improve service delivery and operational efficiency.
Many of us have been interacting with AI without even realising it. When we use a navigation app to find the quickest route to our destination, we benefit from advanced algorithms that process vast amounts of data in real-time. These applications leverage computational statistics to predict traffic patterns, estimate travel times, and provide accurate directions. This same underlying technology is now being harnessed to revolutionise the way local authorities operate and serve their communities and stakeholders.
IEG4’s Vision: Enhancing our digital experience platform with AI
At IEG4, we are at the forefront of integrating AI into our digital solutions for local government. Our commitment to innovation is driven by the potential of AI to transform public services, making them more efficient, responsive, and user-friendly.
We are exploring several AI-driven enhancements across our product offerings:
Generative Content in Web CMS: One of our key initiatives is incorporating AI to generate content within our headless web content management system (CMS). This capability will enable local authorities to maintain up-to-date and relevant content on their websites effortlessly. Using natural language processing (NLP), the AI can draft articles, announcements, and other web content, ensuring accuracy and relevance while saving time and resources.
AI Assistants in Customer Portals & Websites: We are also developing AI assistants for our customer portal and website solutions. These assistants allow customers to interact with council services using natural language queries. Instead of navigating complex menus, users can ask questions or describe their issues in plain language, and the AI assistant will guide them to the appropriate services or information. This enhancement promises to make council services more accessible and user-friendly.
Knowledge Systems within CRM: For the internal operations of local authorities we are integrating AI into our customer relationship management (CRM) system. This integration will create a robust knowledge system that staff can utilise to quickly find information, answer queries, and resolve issues. By leveraging AI, staff will be able to access a wealth of knowledge in real-time, improving their efficiency and effectiveness.
Image Recognition in Forms: AI’s capabilities in image recognition are also being leveraged in our solutions. When customers submit forms with attached images, the AI can automatically detect and categorise items within the images. This feature can streamline processes such as reporting and verifying information, reducing the need for manual intervention and speeding up service delivery.
Natural Language Reporting with Microsoft Copilot: Another exciting development is the integration of AI into our reporting databases. Using Microsoft Copilot, we enable natural language queries to generate reports and dashboards. This functionality allows users who may not be experienced with tools like Microsoft Power BI to create insightful reports and visualisations easily. By simply describing the data they need, users can generate complex reports, making data analysis more accessible across the organisation.
As we continue to explore the potential of AI, we remain focused on creating solutions that are not only technologically advanced but also user-centric. We aim to empower councils with the tools they need to meet their communities’ evolving needs, ensuring that public services are accessible, efficient, and effective for all.
Originally published at https://digileaders.com on June 17, 2024.
