AI-Enhanced Public Service Delivery

• Familiarity with public service operations and delivery mechanisms
• Interest in service innovation, citizen experience, or digital transformation
• No prior technical expertise in AI required

Audience

• Public sector professionals in service delivery roles
• Government departments involved in digital transformation
• Operations and innovation teams in areas such as tax, health, or immigration

Artificial Intelligence (AI) is increasingly being used to improve the efficiency, accessibility, and responsiveness of public service delivery in areas such as taxation, healthcare, immigration, and social programs.

This instructor-led, live training (online or onsite) is aimed at public service delivery professionals with limited experience in AI who wish to explore real-world applications, automation strategies, and planning considerations for incorporating AI into front-line government services.

By the end of this training, participants will be able to:

• Identify areas in their department where AI can improve public service operations.
• Understand automation tools and AI-driven decision support systems.
• Explore use cases in forecasting, language access, and citizen assistance.
• Assess ethical, operational, and citizen trust factors in AI-enabled services.

Format of the Course

• Interactive lecture with real-life examples.
• Public sector use case walkthroughs and group discussion.
• Strategy planning exercises adapted to participants' departments.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction to AI in Public Services

• What AI means for service delivery: overview and definitions
• Digital transformation trends in government
• AI maturity across public institutions

Real-World Use Cases in Public Sector Services

• Automated form processing and intake workflows
• AI in healthcare triage, immigration document processing, and tax analysis
• Service personalization using data-driven insights

Language Access and Citizen Engagement

• AI translation and summarization tools
• Chatbots and virtual agents for multilingual communication
• Improving accessibility for diverse populations

AI for Forecasting and Resource Planning

• Using AI to predict service demand and capacity
• Early warning systems for fraud, compliance, or case escalation
• Integrating AI into business intelligence workflows

Ethical and Operational Considerations

• Bias, fairness, and explainability in automated decisions
• Managing citizen trust and privacy
• Designing human-in-the-loop service models

Strategic Planning for AI-Enhanced Delivery

• Identifying opportunities for AI within existing service chains
• Assessing readiness: data, systems, and workforce
• Cross-agency collaboration and scalable pilots

Summary and Next Steps