How Government Agencies can transform with Robotic Process and Intelligent Automation
Have you ever experienced that spent a significant amount of time at government agency just to get a simple task done? And you realized that in the current digital world, government agencies are still doing data collection, data entry, and document processing in a relatively manual and ineffective way. Manual processing and service inefficiency are often cited as the main dissatisfaction of citizens towards government agencies.
Governments around the world are under pressure to operate more efficiently to serve citizens better. To achieve that, government agencies require new digital initiatives and smarter, modern technologies option, such as Intelligent Automation (IA) in helping government agencies operate efficiently.
Intelligent Automation, sometimes also known as cognitive automation, is a type of RPA (Robotic Process Automation) that includes Artificial Intelligence (AI), Machine Learning (ML), or Natural Language Processing (NLP). IA is dynamic in nature and has the ability to learn and adjust as they gain experience. This technology enables the automation of repetitive and mundane tasks, increases speed and efficiency, lower operating costs, and frees up workers to perform more value-added activities.
Robotic Process and Intelligent Automation in Government Use Cases
Application Processing | Citizen Services
There could be hundreds or thousands of forms and applications to access many kinds of government services, and government agencies often require processing a huge volume of forms and applications filed by citizens and issuing back documents upon approval. Most application processing involves information collection and verification, document processing, data entry, responding to requests, and data compliance.
Automated application processing using IA not only speed up the process but also ensure accuracy as Intelligent Automation can verify personal information and IDs, validate application data, data entry and approve the applications or send application to different agencies for approval. This enables government agencies to process applications in a shorter time and ultimately increase the general public’s satisfaction by providing better and faster services.
Digitalize government records is a huge thing under government digital transformation, plenty of data, physical records, or documents need to convert digitally, and it is a very mundane, manual, and repetitive task. With IA, it can retrieve data from existing digital resources or extract unstructured data from scanned documents and include them in spreadsheets or legacy software systems. Automating data entry can optimize workflows and reduce errors, leading to cost savings.
System Integration / Data Migration
In Government Digital Transformation initiatives, migration to new systems is usually unavoidable, and it can also be a painful process at the same time, due to the difficulty in data migration from one system to another. RPA bots can help integrate these systems by extracting and migrating structured or unstructured data to new systems on demand, or on regular intervals basis at a specified time. RPA bots also can ensure data quality by cross-checking data across systems for data accuracy, checking and removing data duplication, and notifying key users if some data require human intervention.
Public Sentiment & Data Analysis
With Intelligent Automation, government agencies can collect data from various resources like news, social media, blogs, surveys, emails, etc and utilize machine learning (ML), natural language processing (NLP), data mining and artificial intelligence (AI) to mine, extract and categorized citizens’ opinions or context of the complaints. Data can also be collected within agency and providing insightful dashboards and reports on what applications or services are high priority, providing the opportunity within agency to see where time is being saved and what resources or innovations should be prioritized in handling operation bottlenecks and improving operation efficiency.
Report generation on budgets, expenditures, operations, etc is a major requirement of government agencies to ensure accountability and transparency. Report generation is a repetitive and time-consuming task, where users require to login into various systems where data is stored, key in information and extract relevant data/reports from time to time. Having RPA and IA can help to automate these processes to extract data from either structured or unstructured documents residing in the agency systems and generate relevant reports based on specific rules and sending to specific persons or groups in a timely manner.
When IA deployed strategically, Intelligent Automation can bring significant benefits to government agencies, like reduce costs and errors increase efficiency and improve worker productivity and satisfaction, provide better and faster services, ultimately enable government agencies in improving their services satisfaction to general public.
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