The opportunities for AI and the action needed to realise them
The opportunity for AI to boost economic growth, provide jobs for the future and improve people's everyday lives is huge, as outlined in the Department for Science, Innovation & Technology’s (DSIT) AI Opportunities Action Plan. At Capita we do however recognise the challenge for government of becoming a major user and customer of AI.
As both an experienced outsourcing partner to the public sector and delivery partner to major technology providers, we believe that DSIT’s ‘Scan > Pilot > Scale’ approach to the adoption of AI offers the public sector a useful roadmap to realising the opportunities on offer. Getting the ‘scan’ stage right will enable the public sector to realise the government’s ambition to shape the AI revolution, rather than wait to see how it shapes us.
Joining the dots - understanding AI capabilities, challenges and opportunities
Understanding AI capabilities and use-cases, and identifying the opportunities for scaling and reapplication, cannot happen in isolation. As DSIT acknowledges, successful scanning requires a cross-government approach and two-way partnerships with AI vendors and startups to anticipate future AI developments and signal public sector demand.
That’s easy to say – but how can you, as civil service leaders, successfully navigate the bold claims and promises to understand what works and what could work for you?
Firstly, be pragmatic and practical, not theoretical. Ask yourself, what problem are you solving and what are the commonalities of this problem – where could you reapply solutions already used elsewhere? Speak to people who have done it to themselves and for their clients and have tangible examples they can show you.
Next, find use cases where you can make early wins to build internal momentum and belief in what you are doing. Take those existing examples of automation from other parts of your department and other departments and apply them to your area. This will help you avoid the high proof of failure rate that exists.
It’s worth noting that even the briefest of citizen interactions with public services can require a myriad of related services to deliver. Contact centres, for example, are one part of a vertically integrated service model, which may also rely on mail fulfilment, document scanning, and assessment services. When thinking about your immediate need, it’s useful also to think about any related services and how a holistic approach to how AI can transform your overall service can deliver broader benefits.
Finally, prepare your teams for change and educate them – change management is a key in adopting new technologies and especially realising value from them.
Don’t be shy. Leverage some of our experience.
We know there are many people who will talk a good game about AI strategy but without enough execution, so the need to identify experts – both vendors and clients – who can share their experience is vital. The most important advice I can give is to start by identifying and talking to your colleagues who are ahead of you on the AI journey, whether they’re in another department, or perhaps in a separate public sector organisation altogether.
As we have extensive experience supporting various government departments in this space and have successfully delivered numerous user cases, we’re always available to discuss these with you. On the recent CSW Changemakers podcast interview, I discussed numerous user cases in detail, including our recent AI and automation projects with TfL and HMRC. I also highlighted the innovative work delivered through our own Catalyst Lab which I think you’ll find really interesting.
Above all though, we have been delivering interconnected, complex back-offices processes at scale for many years, so we’re perfectly placed to understand the challenges you face and the opportunities that exist to meet them.
If you want to discuss anything further do reach out to us at bettergovernment@capita.com. We’d love to hear from you!
Or find out more about our other technology services for public sector clients:
Owen Barry
Managing Director and Client Partner, Capita (Central Government)
Owen Barry is Capita’s Managing Director and Client Partner for the Central Government Division. In this role, he leads the relationship with some of Capita’s biggest clients including Transport for London, the Department for Work and Pensions, HMRC and NHS England. Owen is a people-focused leader with a track record in developing and driving high performing teams. He has been at Capita since 2013 undertaking a range of finance, operational, client and general leadership roles.
