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Transforming Public Service with the Power of Artificial Intelligence

Artificial Intelligence (AI) is widely acknowledged for its transformative potential, especially in enhancing efficiencies across various sectors. While many industries have embraced AI to drive significant improvements, its implementation is not without challenges. When applied to public service, AI has the capacity to revolutionise government operations, but key concerns around privacy, security, and education must be addressed.


Delegates of the Singapore Cooperation Programme. Photo Credit: Ministry of Foreign Affairs, Singapore


The GEAR had the pleasure of welcoming foreign delegates for the “Transforming Public Service with the Power of AI” course held under the Singapore Cooperation Programme, by the Ministry of Foreign Affairs. The programme focused on harnessing the power of artificial intelligence to transform public services, aimed at government officials locally and from overseas involved in policymaking and public service delivery to equip participants with a deep understanding of AI, empowering them to stay ahead of technological advancements and adopt new methods to better serve the public.


As part of the session, we had a panel discussion featuring AI startups from The GEAR’s Community Access Programme including Lenard Tan, CEO at Ailytics; Dr Zhao Zilong, Head of Research at Betterdata; Ada Lim, Co-Founder at Gleematic; Cédrick Lunven, CTO at GoodBards; and Freddie Yu, AI Advisor at TwinMatrix. The panel was moderated by Joey Ong, Marketing and Community Manager at The GEAR by Kajima.


Panel speakers. L-R: Joey Ong (The GEAR by Kajima), Lenard Tan (Ailytics), Dr Zhao Zilong (Betterdata), Ada Lim (Gleematic), Cédrick Lunven (GoodBards), Freddie Yu (TwinMatrix). Photo Credit: Ministry of Foreign Affairs, Singapore


Here are the key insights from the discussion on the hurdles and solutions related to AI implementation:


Privacy and Data Security Concerns

Privacy and security are critical in AI adoption, particularly when dealing with sensitive data such as surveillance systems. AI solutions in public service, especially those involving personal data, face scrutiny regarding data privacy. AI systems must comply with stringent regulations like the GDPR in Europe, which demands high levels of data protection.


To overcome this, AI developers are integrating robust anonymisation techniques, ensuring that individuals are not targeted by the systems, but instead, the focus remains on broader trends. The emphasis on educating users about privacy protections and how to safely leverage AI data has been crucial in driving adoption, especially in conservative sectors like public service.


Resistance to Adoption

Traditional and conservative industries, particularly government institutions, often resist adopting AI technologies. This hesitancy stems from a lack of understanding of AI’s potential and skepticism about its benefits.


Convincing government officials and workers to trust AI requires time, effort, and education. AI solution providers work closely with industry bodies, associations, and early adopters to spread awareness of AI's benefits, helping potential users understand how it can improve their work processes.


Data Access and Regulation

The complexity of AI implementation in public service is heightened by the challenges in data access. In highly regulated sectors like banking, different teams often have varying levels of data access, making it difficult to create comprehensive AI solutions.


A promising solution is the use of synthetic data, which mimics real data without revealing sensitive information. This allows for testing AI models in regulated environments without risking privacy breaches. However, the development and regulation of such solutions require clear governmental guidelines, which often take years to establish. AI solution providers are working with governments to create these standards, ensuring AI can be used safely and effectively in sensitive industries.


Technical Limitations and Rapid Technological Advancements

AI's rapid advancement presents both opportunities and challenges. New models and technologies emerge weekly, leading to constant demand for upgrades and integration. Solution providers face the challenge of integrating AI systems like GPT, Anthropic, and Mistral to ensure that the latest innovations can be utilised without overwhelming users. The pace of AI development makes it difficult for public service entities, often bound by budgetary and technical constraints, to keep up. Moreover, users frequently struggle to discern the advantages of paid, customised AI solutions over free, generic alternatives.


Continuous Support and Adaptation

AI in public service is not a one-off product; it requires continuous support and updates to remain effective. Unlike traditional software, AI systems must evolve to adapt to new challenges and regulatory requirements. Solution providers emphasise the importance of long-term maintenance plans, ensuring that public service agencies receive regular updates and enhancements to their AI tools. This continuous improvement guarantees that the systems remain relevant and effective as public needs and technological landscapes change.


Luke Wu, Managing Director at The GEAR by Kajima, introducing The GEAR smart building. Photo Credit: Ministry of Foreign Affairs, Singapore


AI’s potential to transform public service is immense, but navigating the challenges of privacy, adoption, and technological evolution requires a thoughtful, measured approach. Governments have to collaborate with AI vendors to establish policies and frameworks that will enable the safe and effective use of AI, ensuring that it enhances public service delivery without compromising security or privacy.


 

This article was written by Joey Jiahui Ong, Marketing and Community Manager at The GEAR by Kajima.

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