Improve Government Customer Service with Machine Learning

[akarides]

• Install a layer of artificial intelligence that interacts with a given web visitor
• Artificial intelligence software acts as a smart chatbot that processes basic criteria to connect and navigate a user to the exact person he/she needs to communicate with in order to address a problem

[Atomahawk]

Topline Description

The government currently lacks the capacity to address agency applications without bureaucratic delay. Designing a reliable system for improving processing times for the variety of submissions to agencies begins with hiring and embedding the technological talent.

Key Objective(s)

• Work to secure the funding to support the talent acquisition efforts.
• Coordinate the hiring of embedded data science / machine learning experts and UX designers to work with client-facing civil servants to develop automated processing applications with citizens at the center.

Paragraph Description

Modernizing civil services with machine learning will be ongoing effort. It may involve modernizing infrastructure, and most certainly will involve machine learning deployments to be maintained and updated with new performance information. Such deployments should work to increase efficiency of the work civil servants are already doing (human-in-the-loop), filtering the work to present them with cases that most require their attention.

Measurable Metrics

• Technologists embedded per month
• Deployed projects per year
• Time saved per agency worker
• Processing time reduced per case
• Monthly cases processed pre and post implementation
• Monthly number of citizens served