On Thursday, 17th of October, Digital Leaders not only brought to Manchester the Public Services in the Age of AI – Conference but also a sunny day, which is a bit unusual for Manchester. The venue of the conference was very well chosen and fit for the purpose of the event, the Lowry Theatre in Salford.
DS2 project had the pleasure of being represented there by 21c Consultancy. A truly interactive day full of inspiring talks and brilliant speaker line up designed to inspire and include everyone in the AI revolution.
The conference was moderated by Prof. Mark Thompson and Prof. Alan Brown, two very knowledgeable and engaging hosts. It was a true privilege to hear and learn from the best. Jo Miller, the Director of Technology of UK Civil Service kicked off the conference with a very inspiring opening keynote speech and a food for thought question: How do we approach the future when it’s already here?
The first panel discussion, AI and Public Services brought together Ms. Laura Gilbert - Director of AI Lab at No. 10 Downing Street, Mr. David Lawton – CIO at Informed Solutions and Mr. Simon King – Head of AI at Department of Work and Pensions Digital. They all exemplified the massive potential in using AI for public services. AI can help the end user obtain a quick reply from the public organisation but at the same time keeping the human in the loop is mandatory for some decisions as are the ones for social benefits, for example. Mr. King noted that the AI tools created for the DWP will not replace the jobs of employees, but the tools will amplify their jobs. The tools will allow the employees to focus on their actual job rather than doing a mundane task of reading and sorting forms.
For example, when developing AI chatbots developers should focus on:
· Creating a user centered design, with attention on user needs and concerns
· Data and see if the data are ready to be used
· Making sure the challenges of AI are tackled early
Chatbots should be tested internally in the public services and only afterwards scaled-up and be used by the external public.
When using AI driven applications for public services the public needs fast replies. When developing AI applications for public services the developers need to identify smarter ways to deliver these services as the population is aging and there is a need to create applications and tools that are suitable for all age groups.
Alongside panel discussions there were Lighting Pitch Session where the 5 AI innovations of the year presented their solutions in 3-minute pitches, followed by an anonymous audience vote on Slido. The winner was the AI solution developed by the Salford City Council.
Together with all the above, there were also Fireside chats. An interesting one was where Ms. Nijma Khan – Director of FacultyAI discussed with Prof. Mark Thompson. Ms Khan explained the advantages of focusing on simple to use technology and the importance of reusability and replication of the solutions in the public domain. For example, a successful AI-based tool developed for Law Enforcement Agencies might be suitable for other public departments and thus it should be used in order to reduce the cost and increase its impact.
The main outcome of the conference was that by exploring the ethical, practical, and transformative dimensions of AI, we can reshape the interaction between government and citizens, making public services more efficient, responsive, and inclusive.
“AI and public services using AI are currently like a bubble, and eventually the bubble will pop, but important is to see what will remain after the pop of the bubble, what will continue to shape our future. By focusing on real-world value, addressing challenges proactively and embracing collaboration, digital leaders can harness the power of AI to drive meaningful change and achieve their digital ambitions.” Alan Brown
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