Policy & Practice December 2017

ARTIFICIAL INTELLIGENCE continued from page 27

For human servicesworkers, it couldmeana futurewhere vast amounts of their time are nowavailable thanks to automation, and their effectiveness is enhanced and capabilities extendedwithmachine learning.

It’s highly unusual for a business improvement to increase speed, enhance quality, and reduce costs at the same time, but AI-based technolo- gies offer that possibility. For human services workers, it could mean a future where vast amounts of their time are now available thanks to automation, and their effectiveness is enhanced and capabilities extended with machine learning. Reference Notes 1. Nest thermostat, https://nest.com/ thermostat/meet-nest-thermostat/ 2. Please note that “AI-augmented human services” is an independent publication and has not been authorized, sponsored, or otherwise approved by Apple Inc. 3. Automation Anywhere, “San Diego County—Health and human services agency case study,” October 17, 2015, https://www.automationanywhere.com/ images/casestudy/SDC.pdf 4. Automation Anywhere, “Webinar: How to deploy robotic process automation at scale,” https://mediaiq.adobeconnect. com/_a781813341/p5qpm4vlx2a/?launcher =false&fcsContent=true&pbMode=normal 5. Microsoft News Center, “Australia embraces cloud and AI to deliver a new class of intelligent solutions says Microsoft

William D. Eggers is the Executive Director of the Deloitte Center for Government Insights.

intelligent-solutions-says-microsoft-ceo- satya-nadella/#sm.00015wfo6pxquepyz71 1hijr3noj4#g5qqJePJQ3KDt0Gg.97 6. Australian Government Digital Transformation Agency, “Address to the AIIA: Navigating Digital Government Summit 2017,” April 6, 2017, https://www. dta.gov.au/news/address-to-aiia/ 7. Allie Coyne, “DHS new front-line will be virtual assistants,” IT News , December 19, 2016, https://www.itnews.com.au/ news/dhs-new-front-line-will-be-virtual- assistants-444926 8. Ibid. 9. Kathleen Hickey, “Saving children, one algorithm at a time,” GCN , July 26, 2016,

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https://gcn.com/Articles/2016/07/26/ child-welfare-analytics.aspx?Page=1

10. Ibid.

CE0—Satya Nadella,” November 16, 2016, https://news.microsoft.com/ en-au/2016/11/16/australia-embraces- cloud-and-ai-to-deliver-a-new-class-of-

Tiffany Dovey Fishman is a Senior Manager at the Deloitte Center for Government Insights.

Figure 2. Potential Annual Savings from AI

December 2017   Policy&Practice 39