The digital revolution has reached every walk of life, and every industry and sector is using some form of AI and automation to speed up processes and increase efficiency within their system. AI is extensively used by digital services providers to tailor customer experience and create a feedback-focused environment. Data collected is efficiently used to drive innovation and customer experience across industries.
From Facebook’s Lookalike Audience to Google’s RankBrain, artificial intelligence (AI) is a huge part of our lives already. When AI was being introduced, like all new technologies, there was a lot of skepticism and distrust surrounding it. Today, it has seeped into our everyday life so much, we just don’t realize it.
Today’s citizen expects a modern, streamlined, and responsive citizen service experience across government institutions, comparable to leading private-sector organizations. An online web-based service ensures that citizens get consistent, accurate, and up-to-date answers regardless of who is at the service desk. Documenting the frequently asked questions and guiding citizens with helpful text on the website can help reduce the calls to the support desk.
The road transport department is constantly battling with the problem of poor routing and scheduling; random criminal acts that destroy public transport vehicles - resulting in higher maintenance costs. The department is also faced with the problem of having very little data available at its disposal to track and optimize the current fleet’s performance. The complexity of the problem further enhances when public transport vehicles start and return from multiple depots, and many of these routes are return journeys to the original depot.
E-governance has grown and developed rapidly reflecting the social, economic, and cultural changes happening. The increased usage of the web by the citizens, the ease of use, the ubiquity of digital connectivity, IoT have allowed for the emergence of a number of applications for Government to Citizen, Government to Government, and Government to Business Services. Leveraging the web for citizen engagement, delivery of government services to citizens, businesses and inter-government departmental services is key to strengthening the e-governance capability of a government.