Informed Solutions的首席创新官David Lawton反思了公共部门人工智能的现状，并分享了他对未来道路的看法, 概述了公共部门领导人如何与行业专家合作，为改善公民服务质量创造机会.
Artificial Intelligence (AI) offers massive potential for a public sector, which is caught in the middle of limited investment and a plethora of new economic, 社会, 以及环境挑战.
We find ourselves at a critical inflection point between ambition and execution for AI in the public sector, and through delivery of award-winning projects with clients, engagement with industry forums 以及我们的合作伙伴hips with academia, I’ve had the opportunity to reflect on both the challenges and transformative possibilities AI presents.
当前的挑战:野心vs. 执行
的 obvious potential for AI in the public sector has led to a surge in pilot and Proof of Concept projects. 然而, the number of these that have successfully transitioned from experiments to impactful, 全国范围的部署仍然有限. 的 数字的领导人 AI Attitudes survey from March 2024 underscores this gap, revealing growing concerns about organisational capability to convert pilots to real-world business value, creating a perception of low return for investment from AI initiatives.
Earlier this year I was invited onto a panel discussion at the 数字的领导人 Public Sector Innovation conference, alongside experts from the Department for Works and Pensions, 国家审计署和唐宁街10号. 在讨论过程中, 我认为，我们目前正处于公共部门采用人工智能的山脚下，与十年前的第一波数字化转型有很多相似之处. 在早期阶段, 人们专注于将基于纸张的流程放到网上, rather than re-imagining how services and their operating models could be transformed and made ‘digital-native’.
记住这段经历, 这很容易与目前在公共部门进行的许多人工智能工作相提并论:人工智能的单个口袋正被部署为端到端服务的一小部分(例如.g. 为客户转接电话的聊天机器人, Natural Language Processing to search unstructured data, 通用生产力工具，如Copilot). 这并不是说，解决重复性体力劳动的“唾手可得的果实”就没有显著的好处, but these advancements only scratch the surface of what is possible.
在我们的小组讨论中出现的真正问题是，我们是否真的设定了一个雄心勃勃的愿景，用人工智能改变公共服务.
未来风险:导航“垃圾人工智能”
展望未来, the team at Informed is concerned that markets face a period of ‘rubbish AI’: siloed solutions, 快速部署以利用开源数据科学和基于云的LLM技术，而无需深入了解模型的底层基础, 限制, 以及训练他们的数据.
这不仅会带来服务性能差的风险，而且还会带来与隐私相关的潜在问题, 道德, and bias that could undermine public trust and create barriers to sustainable transformation.
并行, the development of frontier AI technologies will continue their exponential progress, developing and showcasing remarkable technical achievements (for example OpenAI’s Sora text-to-video model). Such developments clearly provide profile and commercial benefits for the organisations that develop them, 但它们也有助于整个社会为未来世界做好准备，在未来世界中，这些能力将产生革命性的影响.
As frontier AI development continues towards the point of Artificial General Intelligence, 这将落在整个社会讨论和决定如何以及在哪里部署这些能力是安全和适当的. 最近的欧盟人工智能法案是在这一领域制定监管的一个很好的例子:明确规定了人工智能系统目前代表不可接受的风险水平的情况，并禁止它们.
实现机会:知情解决方案的方法
对于所有前沿的创新, 提供真实的, 实地变革需要将新能力安全和合乎道德地整合到现实世界的产品和服务中, which in turn requires the transformation of established organisational and service delivery operating models.
在通知, 我们专注于保险箱, 安全, 道德, 以及有效地推出全国性的人工智能项目，比如首个基于人工智能的决策支持平台，该平台正在帮助NatureScot管理苏格兰各地环境敏感地区的保护和可持续发展. We’re thrilled that this work has just been awarded a prestigious 苏格兰政府数字规划创新奖 based on proven and quantified real-world benefits in efficiency and customer satisfaction. Our teams’ AI and data science capability has also been recognised with a 全球创新奖 世界创新技术服务联盟表彰我们与NHS合作开展的工作，以便更好地了解和学习各种护理环境中的患者安全报告.
这些项目之所以如此成功，是因为我们将数据科学作为多学科团队创新的推动者，在用户研究方面具有互补的专业知识, 服务设计, 安全, 工程, 质量保证.
仅仅因为这些新技术提供了一种交付服务的新方法，并不会否定像以用户为中心的设计这样的既定学科的价值. Our Communities of Practice are embracing the disruptive and transformative opportunities offered by AI, 解决诸如:“在一个主动代理和对话交互的世界里，服务设计是什么样子的??”, and “What makes for good content design when content is dynamically generated based on a user’s goal?”
规划前进道路
Embracing AI in public services is not just about adopting new technologies; it’s about fundamentally transforming how services are delivered to better meet the needs of citizens. This transformation requires a deep understanding of user needs, 对公平的承诺, 安全, 治理, 以及创新的战略方针.
By prioritising 道德 innovation and user-centric design, 我们的目标是释放人工智能的全部潜力, 确保公共服务不仅更有效率、反应更迅速，而且更符合其所服务社区的价值观和需求.
引导人工智能在公共部门的未来, 我们始终专注于提供不仅技术先进，而且社会可接受和负责任的解决方案, 并与公共服务的更广泛目标保持一致. 通过继续教育, 建立信任的, 和领导能力, we can harness the transformative power of AI to create a brighter, 更高效的, 以及公共服务更具包容性的未来.
