AFRICA APAC EUROPE MIDDLE EAST NORTH AMERICA

A survey of 425 Australian government workers undertaken by Appian , a software company that automates organisational processes , found that most government workers believe that their agency ’ s own Digital Transformation projects have had positive impacts on the public , with 63 % of those surveyed saying that the adoption of new technologies had made government services more accessible to citizens .

“ Making government services accessible to citizens is a critical function of the public sector . Through innovative technologies like automation , AI and user-friendly digital platforms , government bodies can streamline processes , reduce complexities and ensure that their services are more readily available to all citizens , regardless of their location or background . This is not just about convenience ; it ’ s about empowering citizens and enhancing the democratic process ,” said Luke Thomas , Area Vice President Asia Pacific & Japan at Appian .

Positively , the introduction of new technologies within government departments and agencies has led to better organisational communication , with 64 % of workers experiencing improved collaboration following new solutions being deployed .

“ Data silos in the public sector pose significant challenges . Without a unified view of data , government workers can struggle to make informed decisions , negatively impacting their efficiency and effectiveness . Moreover , these silos create barriers to collaboration , preventing different departments and agencies from working together seamlessly . Breaking down these silos is essential to improve public service delivery , enhance collaboration and ultimately serve the community better ,” said Thomas .

Appian research also showed that while Artificial Intelligence ( AI ) has created headlines recently , it has not translated to the deployment of these solutions in the public sector , with 74 % of government workers saying that they never or very rarely used AI in their current role . This correlates with low levels of confidence that government workers have in using AI to support their daily tasks , where only 14 % of workers expressed strong levels of confidence in using such tools .

“ While the utilisation of AI within government spaces is currently at low levels , it is expected that this situation will change over coming years . To harness the full potential of AI , it ’ s imperative that government bodies educate their workforces on new tools as these are introduced . This will not only increase the adoption of AI technologies but also ensure that these tools are used responsibly and effectively , enhancing public service delivery and decisionmaking processes ,” concluded Thomas . x

However , contrary to any belief that the digitisation of traditional work processes would ease workloads of government employees , a vast majority of public sector workers reported their daily workloads had either increased ( 47 %) or remained at the same level ( 43 %) since the introduction of new digital processes .

Data silos were identified as a significant issue in the Australian public sector , with a majority of government workers reporting that data accessibility was a problem in their workplace . Alarmingly , only 11 % of public sector employees said that they did not have issues with accessing the data they needed in their roles . This issue has led to 33 % of government workers saying that they often had to undertake tasks without all the data they required , due to inaccessible information within their department or agency .

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