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Gartner highlights ‘augmented intelligence’ in government

03/10/19

Mark Say Managing Editor

Augmented intelligence is emerging as one of the top trends in public sector IT around the world, according to IT analyst company Gartner.

Robotic hands touching

It has identified this as one of 10 significant developments for 2019-20 in its new Technology Trends in Government report.

This includes a recommendation that government chief information officers reframe artificial intelligence as ‘augmented intelligence’, a human centred partnership model of people and AI working together to enhance cognitive performance.

The partly reflects a widespread perception that AI will often work most effectively when it augments rather than replaces human decision making.

Another of the trends is a shift towards digital product management, involving the development, delivery, monitoring, refining and retiring of products or offerings for business users or citizens. Gartner says this leads organisations to think differently and deliver tangible results more quickly and sustainably.

The other main trends are generally familiar in the public sector digital world:

  • Adaptive security, treating risk, trust and security as a continuous and adaptive process.

  • A focus on citizen digital identity.

  • Multichannel citizen engagement, with the increasing use of technology such as chatbots and technology smart speakers.

  • Agile by design, influencing business, information and technical architecture.

  • Anything as a service, utilising the growing number of available cloud services.

  • A digitally empowered workforce.

  • The pervasive use of analytics.

Rich Howard, research vice president at Gartner, commented: “Now more than ever, technology priorities must be established in the context of business trends such as digital equity, ethics and privacy, widening generational chasms and the need for institutional agility."

He added: “Any government service delivered at scale is underpinned by a host of technologies. If the success of these business projects is compromised by poor implementation of technology, then the political objectives are compromised, too.”

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