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Artificial intelligence: 6 steps government agencies can take

August 31, 2017

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When citizens prefer interacting with cable television providers and credit card companies over dealing directly with government agencies, we know we have a problem.

Government tech failures are legion, from such high profile meltdowns as the rollout of Healthcare.gov to interminable wait times on the phone to ask about basic government services. It seems that no matter how much the private sector innovates, digital government offerings continue to be left in the dust.

Artificial intelligence (AI), however, may be the way to bridge the gap between citizen expectation and government’s ability, while also improving citizen engagement and service delivery. As I outline in my new paper for the Harvard Ash Center, AI is already permeating the way governments deliver citizen services while reducing administrative burdens, helping resolve resource allocation problems, and taking on significantly complex tasks.

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