The growth and transformative potential of artificial intelligence is evident. As the technology matures, now is an ideal time for government agencies to assess how to leverage it safely and ethically, for better outcomes.
Artificial intelligence (AI) and more recently, generative AI (GenAI) solutions, have captured imaginations around the world, creating high expectations for their potential to revolutionize the way we live and work.
Uncertainties surrounding AI have added caution to the excitement, but the ambition to harness the benefits of the technology is clear. With its evident growth and transformative potential, AI offers unparalleled opportunities for enhancing every facet of our lives. The next generation will likely view a world without AI much as we currently view a world without the internet – unimaginable.
When considering AI and its potential, it’s important to remind ourselves that technological innovation should not divert focus from the pressing human needs that government agencies aim to address. Rather, it should supplement and/or accelerate existing processes to drive improved outcomes for agencies and the people they serve.
Current and expected trends
Adoption of AI worldwide has increased dramatically in the past year, with organizations starting to apply it in multiple areas.1 The growth trajectory of AI technology is undeniable. It is estimated that AI could contribute up to $15.7 trillion to the global economy by 2030.2
Research shows a surge in companies exploring GenAI in particular, to improve experiences at all touchpoints in an ecosystem.3 Some forecast that GenAI will be the foundation for future AI innovation4 with natural language interaction becoming the new standard for engaging with information.5
As with any new technology, there is considerable hype and unrealistic expectations initially. As of 2023, Gartner’s hype cycle for emerging technologies places various AI capabilities near the peak of inflated expectations with a forecasted 2–5-year timeframe before mainstream adoption.6 In Gartner’s 2024 global survey, 70% of CIOs say generative AI is a game-changing technology, but only 9% have already deployed this type of solution.7
Timing is everything. Get in too early and you are investing in experiments – too late and you are missing the benefits.
So why now?
Keep in mind that AI represents a number of different technologies and capabilities with varying degrees of maturity and associated risk. Certain AI capabilities such as GenAI-enabled virtual assistants and workload accelerators for appropriate use cases are expected to be ready for prime time in less than 2 years.8
The potential productivity benefits from applying AI to routine tasks across the public sector are estimated to be worth billions.9 Now is the right time for government health and human services (GHHS) agencies to evaluate AI technologies that have matured and determine which ones can be safely leveraged to achieve better outcomes. Evaluating the technology is just the first step.
“Timing is everything. Get in too early and you are investing in experiments – too late and you are missing the benefits””
– Marina Pascali, Senior Director, Product Management, Cúram
An AI framework for government
Incorporating AI into human services presents a transformative opportunity to enhance service delivery, increase access, improve efficiency, and support decision-making. However, realizing these benefits requires a well-structured, risk-aware and human-centered approach.
At Cúram we have created an AI framework to ensure that AI applications are effectively and ethically integrated into human services,10 prioritizing the needs and experiences of users. The framework is based on our learnings from engagements with our customers and various industry partners.
Access the paper to view the framework.
The aim is that the AI framework can be used as a guide to help government agencies identify those key use cases that are likely to benefit from AI in both the short and long term, and have the potential to transform the face of health and human services.
Conclusion
AI is here to stay. Both traditional and generative AI can make a tangible, positive difference to how GHHS organizations operate. However, caution is necessary. AI brings complex ethical, regulatory and operational challenges that are unprecedented and require nuanced consideration especially in the delivery of government benefits and services.
With momentum building for this technology, now is a great time to explore its benefits for social services and to speak with trusted partners about how to best deploy it in targeted ways that can improve outcomes while taking a balanced approach to minimize potential risks. While we know experimentation with AI technology will continue, our approach at Cúram is to focus on the proven technologies that will support improved outcomes.
References
- McKinsey & Company. (2024). The state of AI. Retrieved from https://www.mckinsey.com/capabilities/quantumblack/our-insights/the-state-of-ai
- PwC. (2017). Artificial intelligence study. Retrieved from https://www.pwc.com/gx/en/issues/data-and-analytics/publications/artificial-intelligence-study.html
- IDC. (2024, April 15). The rise of AI-generated content in the experience-orchestrated business era. Retrieved from https://blogs.idc.com/2024/04/15/the-rise-of-ai-generated-content-in-the-experience-orchestrated-business-era/
- Gartner. (2023). Highlights From Gartner IT Symposium/Xpo 2023: Day 2. Retrieved from https://www.gartner.com/en/articles/gartner-it-symposium-xpo-highlights-day-2
- Forrester. (2024). Top 10 emerging technologies for 2024. Retrieved from https://www.forrester.com/blogs/top-10-emerging-technologies-for-2024/
- Gartner. (2023). What’s New in the 2023 Gartner Hype Cycle for Emerging Technologies. Retrieved from https://www.gartner.com/en/articles/what-s-new-in-the-2023-gartner-hype-cycle-for-emerging-technologies
- Gartner. (2023). Gartner survey of over 2,400 CIOs reveals that 45 percent of CIOs are driving a shift to co-ownership of digital leadership. Retrieved from https://www.gartner.com/en/newsroom/press-releases/2023-10-17-gartner-survey-of-over-2400-cios-reveals-that-45-percent-of-cios-are-driving-a-shift-to-co-ownership-of-digital-leadership
- Gartner. (2024). Hype cycle for Generative AI. Retrieved from https://emt.gartnerweb.com/ngw/globalassets/en/insights/images/infographics/insights-graphic-hype-cycle-genai.png and published at https://www.gartner.com/en/insights/generative-ai-for-business
- HM Treasury. (2023). Autumn statement. Retrieved from https://assets.publishing.service.gov.uk/media/6568909c5936bb00133167cc/E02982473_Autumn_Statement_Nov_23_Accessible_Final.pdf
- Cúram by Merative. (2024). Opportunities ahead: unlocking the future of artificial intelligence in government agencies. Retrieved from https://www.merative.com/documents/white-paper/artificial-intelligence-framework-for-government
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