Accelerating towards a human-centred tech future in government IT

When coupled with human-centred design (HCD) to address the complex challenges of the government IT sector, AI is a powerful partner . This partnership will transform the landscape of government service delivery.

AI and HCD shouldn’t just coexist. Done right, they can complement and enhance each other to create a rich, dynamic, and more human IT landscape.

We see AI not just a tool; it’s a team member, helping to shape a responsive and innovative IT environment. Here’s how.

Enhance customer-centricity in service delivery with AI and human-centred design

Integrating AI into public service delivery platforms becomes more impactful when combined with a design process that places emphasis on all the users on the journey. This includes not just personalising user interactions but also ensuring inclusivity and accessibility in design decisions.

As mentioned in a recent policy guidance by the Federal Government, we should be able to adapt to shifting customer needs whenever there is concrete evidence for doing so. Leveraging HCD practices and user research data to “feed” AI, results in tools like chatbots and calculators that can guide and be optimised to cater to a broader range of public needs, including those of people with disabilities or tailored communication requirements.

Promoting an Agile IT culture with AI tools

Agile culture is fundamentally about embracing adaptability, continuous improvement, and delivering value through small, iterative steps. In this dynamic environment, AI can act as a powerful force multiplier, particularly for multidisciplinary teams (MDTs).

For instance, AI can streamline the business requirements gathering process by using natural language processing (NLP) to analyse and synthesise complex requirements from diverse sources, thereby reducing misunderstandings and aligning stakeholder expectations more efficiently.

During development, AI-driven tools can suggest code, identify potential bugs, and optimise algorithms, thereby accelerating development cycles and enhancing productivity.

In testing phases, AI can automate repetitive tasks (unit tests), perform advanced pattern recognition to predict and uncover anomalies, and simulate user behaviours to ensure a comprehensive testing coverage.

By integrating AI into the agile process, MDTs can achieve a more efficient, accurate, and productive workflow, truly embodying the agile spirit of continuous improvement and innovation.

Deploying AIs with a human focus requires them to operate with human values

To ensure AI integration is genuinely transformative, it's vital to infuse these systems with human values, enabling them to deliver services that are not just advanced, but also deeply aligned with individual needs and societal goals. The foundation of successful AI implementation rests on meticulous planning and robust collaboration, ensuring that technology genuinely serves its intended users.

Central to this process is priming AIs with the core principles of understanding, empathy, and responsiveness. This human-centric approach guarantees that technological advancements are practical, user-friendly, and in harmony with the broader objectives of government departments. By embedding these essential human values at the heart of AI via techniques such as prompt engineering, technology becomes more than a tool; it becomes a partner in addressing real-world challenges, ensuring accessibility and meaningful impact for all users.

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