Public service organizations are confronted with copious documentation tasks, and have to handle scores of administrative processes such as forms, complaints or requests. When dealing with these citizen cases, relevant information is often spread across different documents, processes and coming in different formats, both structured and unstructured, which in turn must be managed within given deadlines and requirements. This is even more crucial as according to a study of the Arvato Bertelsmann (2019), 68% of Public Sector organizations are experiencing a decrease of their workforce while 73% observe an increase of the work’s quantity.
Automation meets AI – towards more efficient citizen case management
The mix between automation, artificial intelligence and analytics can make administrative processes more efficient through intelligent automation, which in turn leads to cost reductions and time gains when handling case management. Building on its IPA offering, Capgemini addresses the road towards augmented workforce for the Public Sector.
Advantages for citizens are shorter processing times and location-independent communication with public authorities. AI enables the organizing, reading, validating, and allocating of requests and information within the frame of intelligent end-to-end process automation.
Augmenting public servants with a Digital Public Organization approach
With routine tasks in particular, AI is predetermined to support public servants in their task fulfilment, which offers the state employees the opportunity to focus on cases that require specialist knowledge. According to the Arvato Bertelsmann study, better allocating resources to the most critical tasks is an urgent wish of 96% of the public sector organizations. Moreover, it helps the institution on its automation journey towards a Digital Public Organization Model.
Graph 1: How AI and automation help in the documentation jungle
Graph 2: Use Cases or “Intelligently automating administration processes” in the Public Sector