Improving Government Case Management: Six AI-Driven Solutions

Australia's federal government has launched a significant initiative to ensure the safe and responsible use of artificial intelligence (AI) within the public service sector. The establishment of a dedicated taskforce underscores the government's commitment to maximizing the benefits of AI technology for the broader community. This AI in Government Taskforce is part of a broader strategy that includes interim guidance introduced last year, which aims to transform service delivery to Australians through the integration of AI.

The AI in Government Taskforce has a clear mandate: to oversee the implementation of AI technologies in a manner that prioritizes safety, responsibility, and community benefit. This taskforce is expected to set standards, provide oversight, and ensure that AI applications within the public sector adhere to strict ethical and operational guidelines.

Complementing this taskforce is an AI expert group, which has been implementing an action plan since 2021. This group comprises professionals from various fields who bring a wealth of knowledge and experience to the table, ensuring that the government's AI initiatives are both innovative and grounded in best practices.

Various federal and state agencies across Australia are exploring and implementing AI technologies to enhance their operations. A notable example is the Victorian Office of Public Prosecutions (OPP), which is implementing a sophisticated case management system on the Appian AI Process Platform. This system leverages Appian’s data fabric and automation technology to accelerate the resolution of criminal matters, streamline operations, reduce administrative burdens, and enhance productivity. By integrating AI into their workflow, the OPP aims to improve the resolution process for both employees and crime victims.

Case management is a particularly impactful area for the application of AI within government agencies. Complex case management applications, such as building consents, permitting, and evidence collection for criminal prosecutions, can greatly benefit from AI’s ability to handle multiple steps involving various documents and stakeholders efficiently. AI systems can automate and optimize these processes, leading to faster and more accurate outcomes.

AI technology also holds significant potential in areas like food and drug safety. Government agencies responsible for these sectors can leverage AI to enhance their operations, ensuring that safety standards are met more efficiently. The common factor in these applications is the involvement of multiple steps, documents, and stakeholders, which AI can manage effectively to streamline processes and improve outcomes.

Advanced large language model (LLM) AI systems, capable of understanding, analyzing, interpreting, and generating human language, present another frontier for AI applications in the public sector. These models use deep learning techniques to predict and produce coherent text responses based on user prompts. When trained on government agency data, LLMs can perform tasks such as text extraction, translation, summarization, and providing conversational responses.

LLM AI systems facilitate intuitive interactions with data or documents through natural language queries, enabling users to ask questions and receive answers based on the data. This capability can significantly enhance the efficiency and accessibility of information within government agencies. Despite the advantages of AI, its use in government workflows raises significant privacy and security concerns. Ensuring that data remains confidential and compliant with regulations and policies is crucial for maintaining public trust and national security. The risk of exposing sensitive information when passing government data to public AI engines underscores the importance of using private AI models.

Public AI engines use all available data for training, which means that if government data is included, it could become part of the training set, potentially exposing sensitive information. To mitigate this risk, it is essential to employ private AI models that ensure government data remains confidential and protected.

Appian has addressed these security concerns through its Case Management Studio for Public Sector solution, which uses a private AI model to ensure data remains proprietary. This approach keeps data securely within the organization's own systems without sharing it externally. The model is trained directly on the organization’s data, allowing full control and ownership over sensitive information and safeguarding it from unauthorized access or exposure.

Through a strategic collaboration with Amazon Web Services (AWS), leveraging Amazon Bedrock and Amazon SageMaker, Appian can host LLMs within customer compliance boundaries on the Appian Platform. This ensures data security and allows Appian customers to create and train proprietary AI models that meet the specific requirements of Australian government agencies. Additionally, all data hosted on the Appian cloud complies with data residency requirements, ensuring that development, production, and disaster recovery data is located within Australia.

The potential for AI to positively impact Australia’s public service sector is immense. AI can improve service delivery for both employees and the public, streamline operations, and enhance efficiency across various government functions. While digital tools are already reshaping Australia’s public sector, with 85% of government workers experiencing digital transformation initiatives, there is still significant work needed to fully harness AI’s capabilities.

Educating government staff on new AI tools is imperative for maximizing their benefits. Leading this effort is Appian, which is at the forefront of integrating AI into Australian public service operations. By providing comprehensive training and support, Appian ensures that government employees are well-equipped to utilize AI technologies effectively.

In conclusion, Australia’s federal government is taking proactive steps to ensure the safe and responsible use of AI within the public service sector. Through initiatives like the AI in Government Taskforce and collaborations with industry leaders like Appian, the government aims to leverage AI to enhance service delivery, streamline operations, and maintain the highest standards of privacy and security. As these efforts continue to unfold, the potential for AI to transform public service in Australia remains vast and promising.