Digital services that are forward-thinking by design
- Ensure your services are optimised for automated tools and generative AI4, by keeping content and information well-structured, accurate, and free from duplication.
- Consider how the digital services you design might be used or able to be extended in different ways, to maximise re-use opportunities across government.
- Maintain awareness of emerging technology opportunities, including developments in digital identity services and advancements that leverage AI.
- Keep tabs on regulatory changes in other jurisdictions that might impact how services are delivered and information managed, such as general data protection regulations and AI regulations.
- Be prepared for government to no longer be the full end-to-end solution, as adoption and innovation of AI continue.
Why it matters
Use of AI continues to grow and is increasingly becoming part of people’s daily lives. Ensuring services work well with AI tools will improve customer understanding, accessibility and efficiency.
As digital identity services and interoperability of data improve, the potential for proactive5, rather than reactive, delivery of services becomes increasingly viable.
More broadly, the digital world is evolving at pace, reshaping how we work, live and interact. Modern technologies are increasingly interconnected, making them more complex and harder to control. As technology evolves, so too will customer expectations.
In the future customer interactions with government may well be primarily delivered via AI based tools. It will increasingly be customer choice, not governments, that drives which tools are used. Even more so, government will not be the full solution, but simply a participant in the broader ecosystem.
4 A type of artificial intelligence that can create new content in response to user prompts, based on data it has learned from, for example ChatGPT, Copilot.
5 Government services that are automatically initiated based on existing data and anticipated need, rather than waiting for customers to request them.