Artificial Intelligence (AI) has emerged as an ever-evolving transformative force that has impacted almost every sector, including public service delivery. With an information-driven global community and superior knowledge, the demand for efficiency and effectiveness of public services has burgeoned during the past few years. Societies all over the world, including Sri Lanka, seek solutions faster and more accurately, and artificial intelligence is currently seemingly the best solution.
Governments around the world are increasingly turning to AI technologies to enhance the efficiency, accessibility and effectiveness of their services. However, while the adoption of AI in public services offers numerous benefits, it will also present significant challenges to Sri Lanka that must be carefully considered.
The significance of this salient matter stems from the possible advantages and concerns involved with the application of artificial intelligence in public service. AI can handle vast volumes of data quickly and correctly, allowing the Sri Lankan public service to make more informed choices and enhance service delivery.
Regrettably, in the Sri Lankan public sector, institutions currently collect data mostly manually and store it as written documents, even in this vastly technologically advanced era. Understandably, it is a complex, cumbersome, time-consuming, and costly affair for both the government and the public.
Public expectations for a responsive government have risen, and meeting these expectations is crucial for retaining trust. AI-powered automation can play a significant role in meeting these expectations by providing citizens with quicker and more effective services.
Artificial Intelligence has the capability to free up human resources that can then be applied to reduce expensive manual labour costs. It can also help with complex decision-making processes. However, another key challenge is how AI can augment the skills and competencies of the cadre, who will most likely look down on any type of change. Evidently, most of them will be too resistive or lazy to adapt to technology, despite the benefits.
Operational delays
Operational delays and undue waste of time in providing services to the public have been a persistent issue for the past many decades in Sri Lanka. Rarely does a citizen complain about unjustifiable or unwarranted delays in public service, regardless of whether the task is simple or complex. Therefore, boosted efficiency is one of the most significant advantages of incorporating AI into public services.
AI-powered algorithms can analyse enormous quantities of data and automate routine tasks, reducing the time and resources required for administrative processes. This allows government agencies to allocate resources more effectively and provide services with greater speed and accuracy, thus offering speedier services.
In this crucial juncture of the troubled economy in the country, cost savings are an exceedingly important aspect. The current distressed economic situation most likely will remain at least for a few more years, even with the best efforts and sacrifices. Hence, whatever can be saved by automation can be utilised in more needy areas of the economy.
In this circumstance, the government is challenged to do more with fewer resources due to budget cuts or prevailing staff incompetence. Hence, the introduction of AI-driven administrative tasks can tremendously enhance the public sector’s response to public issues while saving on operational costs by automating mundane tasks. This could help the government comply with the increasing public demands and complete service requirements without straining the scarce public funds.
Within this frame, AI can lead to substantial cost savings in public services, apart from the potential savings for those who seek services. By automating repetitive tasks, the government can reduce the need for manual labour, which often accounts for a significant portion of their budgets. This enables agencies to reallocate funds to more critical areas, such as healthcare, education, infrastructure, and other administrative functions. However, the more important factor is that the savings for the state coffers could run up to billions of rupees when AI is introduced.
Every Sri Lankan citizen knows how hard it is to obtain information from a government institution, no matter how simple such information is. For example, to make an amendment to a birth certificate, this writer was compelled to visit a single public institution several times, and the process took several weeks. This is not only total inefficiency but also a colossal waste of time and money for the government and the service seeker.
Weakest areas
It is common knowledge that document processing and verification are two of the weakest areas in the public sector. Most delays occur due to the evident sluggishness of public workers and a lack of sophisticated resources. AI-powered automation can make a significant impact on this issue. This can reduce errors, avoid delays, and increase the completion time of specific public requirements. Moreover, by using AI in these operations, the Government can lower the cost of manual document verification processes and free up resources for other essential efforts.
In light of this, AI-powered chatbots and virtual assistants can provide round-the-clock access to information and services, improving accessibility for citizens. If properly programmed to respond in an easy manner, virtual agents can answer queries, guide users through both simple and complex processes, and provide personalised assistance, making public services more efficient and service-friendly.
However, despite the many benefits of artificial intelligence in public service, there are negatives, restrictions and limitations as well. There are also dangers associated with its use. One of the main risks is the possibility of procedural bias, which can lead to unmerited or discriminatory decisions. The reason is that the biases of those who programme can be incorporated into the algorithm, which can have discriminatory substances.
AI can also be hacked or manipulated, resulting in damage to citizens’ security and privacy. People’s confidential information can be manipulated or misused if someone hacks into the system.
In view of this, building and establishing public trust in AI systems is essential for successful implementation. Ensuring citizens are comfortable with AI-driven decision-making and services can be a significant challenge for the authorities, as misconceptions and fear of technology can hinder adoption.
There are also other hurdles when introducing fully pledged technologies to the public service. The most notable such barrier in Sri Lanka is budgetary and resource limitations due to the prevailing bad economic situation. Implementing AI systems is costly, and most public institutions lack resources or funding. Inside government machinery, there is an acute shortage of technical knowledge to install and manage AI systems.
Hence, recruiting and training new technical personnel will not only be a daunting task but also an exceedingly expensive exercise. As a temporary measure, collaborating with outside specialists and academics, as well as training and development programs for government personnel, can help mitigate the issue.
Public sector
The complicated regulatory framework is another barrier to deploying AI in the public sector in the country. Government agencies must ensure that their use of artificial intelligence conforms with existing applicable laws and regulations, especially those governing data privacy and security.
If the prevailing laws are obsolete or inadequate, the lawmakers must immediately take positive steps to establish a sound legal framework as a top priority. It is important for government agencies to adopt guidelines for AI use and to be transparent with the public.
While introducing AI to the Sri Lankan public service sector offers the potential for significant improvements in efficiency and service delivery, addressing the possible challenges is crucial for successful implementation. A strategic, well-planned approach that considers infrastructure development, data management, workforce training, and ethical considerations is essential to harnessing the benefits of AI while mitigating its associated risks.
Civil society and political hierarchy will play a pivotal role in overcoming these challenges and advancing AI adoption in Sri Lanka’s public services, an absolute necessity to move forward.
