Watchfulness is Key to Incorporating Artificial Intelligence in the Public Sector: Striking a Balance Between Efficiency and Responsibility

Artificial intelligence (AI) updates have entered our daily media streams and discussions. But variations of AI have been part of our lives for decades. Think about autocorrect for word processing, GPS, and automated customer service. AI systems make life easier, but the big question is what responsibilities we hand over to these systems and programs and which ones need to remain in the control of the human worker. The mission of public service is to help communities prosper. As AI evolves, will that hinder or help those in the public sector?

In essence, AI is software combined with data. The decisions and creations that AI produces are not intelligence or judgments, it is a weighing of facts with no empathy or morality. The latter two concepts are cornerstones of public service, and knowing what the community needs and wants can’t always be represented in data. There is no denying that AI helps with data interpretation, but the responsibilities given to AI should be continuously evaluated.

Trustworthiness and transparency.

The government and other organizations that serve the public rely on data, especially the personal information of those in the community. While incorporating AI into public-facing programs, ensuring the privacy and protection of that information is of the utmost importance. Concerns of data hacking are ever-present, and online payment methods can also put the community at risk. The public sector needs to be as progressive about cybersecurity – the practices of discovering digital attacks, generating solutions, and predicting future threats – as much as they are with AI. 

The public should know where and how agencies and administrations use AI. If someone is using an online chat for help and questions, they should know if that service is provided by a human or by a chatbot. Many times, automated services can trap users in a loop of options that don’t pertain to their situation, and sometimes these services can be more difficult to use for certain members of the public. These setbacks are often discovered after the fact. Automation is happening and will continue to be more prevalent. What should be remembered is options need to be available for all community members.

Working for the community.

Public administrators are on a continuing journey of discovery when it comes to the representation and inclusivity of all the members they work for. Often, bias is unknown until an underrepresented voice finally speaks out. Our nation has experienced decades of movements to raise awareness and continues to learn how to improve inclusion every day. That being said, years of data that AI would use to produce results in service to the community would be biased because it has been based on biased data. Taking ownership of this cycle is required to ensure that it does not persist through humans or AI. The degree of vigilance needed to actualize changes in inclusivity and equity does not exist in AI. Public administrators and agencies must monitor AI processes and not repeat the mistakes of the past.

The public sector has always been a reliable and attainable option for the employment of many citizens. AI assists in streamlining many tasks that can help administrators to achieve long-term goals and meet set budgets. When AI systems replace an employee, like a data-entry specialist, public administrators need to have plans to retain and retrain employees so they can function in an evolving workplace. The National Academy of Public Administration states this needs to be done “…to ensure it has the core competencies required to oversee, manage, and develop AI systems. And schools of public administration and public affairs will need to be more intentional about incorporating AI, along with related technical and data skills, into their core curriculum.”

Cost and worth.

Instituting AI and other technologies are worth their monetary cost to the community, but this incorporation needs to be together with the public. McKinsey & Company, a global management consulting firm, states, “Governments can potentially pave the way for capturing the full value of AI by … educating the private sector about the potential of AI, identifying where the biggest opportunities lie, and supporting the adoption of AI technologies in an ethical and secure manner that addresses the risks of these technologies.” Like all things, the focus on involving AI in public administration and agencies is about balance. 

The responsibility for the progress and success community is a lot to think about. AI has the potential for greatness, but concerns should persist. A scene from Jurassic Park comes to mind. After the revelation of the technological advances is shared with the characters, they sit down for dinner to discuss their opinions. Ian Malcolm, played by Jeff Goldblum, comments on the morality of rapid-pace technological advancement by saying, “Your scientists were so preoccupied with whether or not they could, they didn’t stop to think if they should.” 

AI and cloning dinosaurs are two very different things, but the ethics involved are similar. Just because a quicker, easier, and more affordable option exists, that doesn’t make it the right decision. These decisions are all around: the prevalence of self-checkouts at grocery stores, freight trains operated by GPS instead of engineers, and self-driving cars. What will be next? Whatever it is, balance can always be found when responsibility, morality, and community are the highest priorities considered.