E-GOVERNANCE REVOLUTION

How and why AI helps governments assist citizens – Sanjeewaka Kulathunga

In today’s rapidly evolving digital landscape, the intersection of AI and e-governance presents a compelling opportunity to revolutionise the productivity of public enterprises. This synergy holds particular significance in countries such as Sri Lanka where the modernisation and optimisation of state sector organisations is critical for socioeconomic development.

With its ability to analyse large amounts of data and derive actionable insights, artificial intelligence offers unprecedented potential to streamline processes, optimise resource allocation and improve decision making in the public sector.

By harnessing AI-powered solutions, governments can automate routine tasks, identify inefficiencies and enhance service delivery.

E-governance strategies, which complement AI, play a pivotal role in facilitating seamless interactions between governments and their constituents. Through digital platforms and online services, e-governance fosters transparency, accessibility and citizen engagement.

This in turn strengthens trust in state institutions and fosters a culture of accountability.

In Sri Lanka, embracing AI and advancing e-governance initiatives can catalyse transformative changes across various sectors ranging from healthcare and education, to infrastructure and public administration.

By embracing innovation and adopting tech driven approaches, the country has an opportunity to unlock new avenues for growth, empower its citizens, and build a more resilient and responsive public sector.

Therefore, exploring the synergies between artificial intelligence and e-governance is crucial for policy makers, stakeholders and technologists.

Through collaborative efforts and strategic investments, Sri Lanka can harness the full potential of AI and e-governance to drive productivity, foster inclusive development and propel the nation towards a brighter digital future.

One of the key benefits of AI in e-governance is its ability to automate repetitive tasks and streamline processes. This can lead to substantial time and cost savings for public enterprises.

In Estonia for instance, the government has set up an AI-powered virtual assistant called X-Road, which handles various administrative tasks and provides citizens with access to a wide range of state services. This has not only improved efficiency but also enhanced citizen satisfaction.

Artificial intelligence can play a crucial role in decision-making processes within state enterprises. By analysing large volumes of data, AI algorithms can identify patterns, trends and insights that assist policy-making and resource allocation.

In Singapore, the government uses AI to analyse data from various sources such as transportation and healthcare, before making informed decisions and improving public services. This data driven approach has resulted in better resource utilisation and improved outcomes for citizens.

AI-powered chatbots and virtual assistants can provide personalised and efficient customer service to citizens.

In the UK for example, the government’s chatbot (known as Amelia) assists citizens with various queries and tasks such as applying for benefits or finding information about government services. This not only reduces the burden on human customer service agents but provides citizens with prompt and accurate responses.

E-governance plays a crucial role in facilitating the digital transformation of public enterprises. By digitalising processes and implementing online platforms, governments can improve accessibility, transparency and accountability.

In South Korea for instance, the government has implemented an e-procurement system that enables businesses to submit online bids to facilitate fair competition. This has not only reduced corruption but increased efficiency in the procurement process too.

Moreover, e-governance can enable better collaboration and coordination among different state agencies. By implementing integrated information systems and data sharing platforms, governments can break down silos and improve the exchange of information.

This will lead to more efficient service delivery and better coordination in addressing complex societal challenges.

In Denmark, a digital platform called NemRefusion enables citizens to submit reimbursement claims for healthcare expenses. This platform integrates data from various healthcare providers, and ensures that the reimbursement process is seamless and efficient.

The successful implementation of AI and e-governance requires a supportive policy environment, adequate infrastructure and a skilled workforce. Governments need to invest in digital literacy programmes and provide training to public servants to ensure that AI technologies are used efficiently.