2024哈佛大學(xué)人工智能政務(wù)服務(wù)

ArtificialIntelligenceforCitizenServices

ArtificialIntelligenceforCitizenServices

artificialintelligenceartificialintelligenceforcitizenservicesandFromonlineserviceslikeNetflixandFacebook,tochatbotsonourphonesandinourhomeslikeSiriandAlexa,wearebeginningtointeractwithartificialintelligence(AI)onaneardailybasis.AIistheprogrammingortrainingofacomputertodotaskstypicallyreservedforhumanintelligence,whetheritisrecommendingwhichmovietowatchnextoransweringtechnicalquestions.Soon,AIwillpermeatethewaysweinteractwithourgovernment,too.FromsmallcitiesintheUStocountrieslikeJapan,governmentagenciesarelookingtoAItoimprovecitizenservices.WhilethepotentialfutureusecasesofAIingovernmentremainboundedbygov-ernmentresourcesandthelimitsofbothhumancreativityandtrustingovernment,themostobviousandimmediatelybeneficialopportunitiesarethosewhereAIcanreduceadministrativeburdens,helpresolveresourceallocationproblems,andtakeonsignifi-cantlycomplextasks.ManyAIcasestudiesincitizenservicestodayfallintofivecat-egories:answeringquestions,fillingoutandsearchingdocuments,routingrequests,translation,anddraftingdocuments.Theseapplicationscouldmakegovernmentworkmoreefficientwhilefreeinguptimeforemployeestobuildbetterrelationshipswithdesired,AImaybeonewaytobridgethegapwhileimprovingcitizenengagementandservicedelivery.Despitetheclearopportunities,AIwillnotsolvesystemicproblemsingovern-ment,andcouldpotentiallyexacerbateissuesaroundservicedelivery,privacy,andmentingAIcanlearnfrompreviousgovernmenttransformationefforts,aswellasprivate-sectorimplementationofAI.GovernmentofficesshouldconsiderthesesixstrategiesforapplyingAItotheirwork:makeAIapartofagoals-based,citizen-centriccarefullywithprivacy;mitigateethicalrisksandavoidAIdecisionmaking;and,aug-mentemployees,donotreplacethem.ThispaperexploresthevarioustypesofAIapplications,andcurrentandfuture

從Netflix和Facebook等在線服務(wù)，到我們手機(jī)和家里的Siri和Alexa等聊天機(jī)?人，我們開始幾乎每天都在與人工智能（AI）互動。AI是將計(jì)算機(jī)編程或回答技術(shù)問題。很快，AI也將滲透到我們與政府的互動方式中。從美國的中小城市到日本等國家，政府機(jī)構(gòu)正在尋求利用AI來改善公民服務(wù)。盡管AI在政府中的潛在未來用例受到政府資源、人類創(chuàng)造力和對政府信任的限制，但最明顯且立即有益的機(jī)會是那些AI可以減少行政負(fù)擔(dān)、幫助解決資源配置問題以及承擔(dān)復(fù)雜任務(wù)的地方。今天在公民服務(wù)中的許多AI案例研究可以分為數(shù)字政府服務(wù)的滿意度還有待提高，AI可能是彌合差距并提高公民參與和服務(wù)交AIAI努力以及私營部門AI實(shí)施中吸取教訓(xùn)。政府辦公室應(yīng)考慮以下六種將AI應(yīng)用于AI避免AI決策；以及，補(bǔ)充員工，而不是取代他們。citizenServiceSinthemodernWhetherrenewingadriver’slicense,receivinghealthandhumanservicessupport,systemswiththeirgovernmentwhilebenefittingfrom21st-centurysystemsintheireverydaylives.Whenitcomestofederal,state,orlocalgovernmentprovidingbenefitsandservicestocitizens,andenablingcitizenparticipationindemocracy,thecitizenexperiencecanoftenbeunderwhelmingandfrustrating.Thislackofmodernity,coupledwithbroadertrendsofpoliticaldistrustandapa-thy,cantranslateintolowcitizensatisfaction.Citizensarelesssatisfiedwithstateservicesthanwithprivate-sectorservices,rankinggovernmentservicesbelowthemuch-malignedcableTVcustomerservices.1Meanwhile,citizenconfidenceindem-ocraticrepresentationisatanall-timelow,withonly7percentofcitizensina2016surveyhaving“agreatdeal”ofconfidenceinCongress.2Artificialintelligenceisanareaofopportunitythatgovernmentagenciescanactivelyanticipateandplanforwhenupgradingtheirlegacysystems.Whilemanysystemicfactorsleadtobothlowcitizensatisfactionandgovern-ment’s20th-centuryinfrastructure,itisnosurprisethatthemechanismstodeliversystemsarematchedwithadministrativeburdensandbacklogsacrossgovernment.Governingmagazinefoundthat53percentofstateandlocalofficialssurveyedhadexcessivepaperworkburdensthatimpactedtheirabilitytogetworkdone.4Anagingpopulationfurtherburdensboththeneedforgovernmentservicesandthe“HowUSstategovernmentscanimprovecustomerservice,”McKinseyCenterforGovernment,December2014,-customer-ConfidenceinInstitutions,Gallup,June1–5,2016,/poll/1597/confidence-“Openinggovernment’sdigitalplaybook,”DannyBuerkli,CentreforPublicImpact,July22,2016,“Isa40-hourworkweekenoughingovernment?”KatherineBarrettandRichardGreene,Governing,July21,2016,/columns/smart-mgmt/gov-time-usage-survey-government.html.

2021最低點(diǎn)，20167”。Articialintelligenceisanareaofopportunitythatgovernmentagenciescanactivelyanticipateandplanforwhenupgradingtheirlegacysystems.20供和接收公民服務(wù)的機(jī)制過時并不令人驚訝。聯(lián)邦政府在技術(shù)上的900億美元支出中，有75%用于維護(hù)遺留系統(tǒng)。3過時的系統(tǒng)與政府各部門的行政負(fù)擔(dān)和積壓相匹配。Governing《雜志》發(fā)現(xiàn)，被調(diào)查的州和地方官員中有53%面臨過度的文書工作負(fù)擔(dān)，影響了他們完成工作的能力。4老齡化的人口進(jìn)一步增加了對政府1”，麥肯錫政府中心，201412/”，蓋洛普，2016615/poll/1597/confidence?in?institutions.aspx。3”，·伯克利，公共影響中心，2016年7月22日，https:///opening?digital?playbook/。4政府40小時工作周是否足夠？”凱瑟琳·巴雷特和理查德·格林，Governing，2016年7月21日，/workforce—fullyone-thirdoftheSocialSecurityAdministrationtotalworkforceofnearly22,000employeesisexpectedtoretireby2022.5Meanwhile,citizenswantamoredigitalgovernment.AccordingtoasurveybyAccenture,only27percentofUScitizensreportedsatisfactionwiththecurrentlevelofgovernmentdigitalofferings,and92percentsaidthat“improveddigitalserviceswouldpositivelyimpacttheirviewofgovernment.”6WhiletherehasbeenariseincivicArtificialintelligenceisanareaofopportunitythatgovernmentagenciescanactivelyanticipateandplanforwhenupgradingtheirlegacysystems.aiWhileAIhasbeenaroundinvariousformsinnichepilotsandapplicationsfordecades,virtualenvironments.RecentadvancementsinAIhaveputitonapathtodrivethefutureofoureconomyinaneraofbigdata—AccentureestimatesthatAIhasthepotentialtodoubleeconomicgrowthratesby2035.7Artificialintelligenceistheprogrammingofcomputerstodotasksthatwouldnormallyrequirehumanintelligence.Thisincludestheabilitytounderstandandmonitorvisual/spatialandauditoryinformation,reasonandmakepredictions,inter-actwithhumansandmachines,andcontinuouslylearnandimprove.WhilebigdataandanalyticscanbeusedtocompletesomeofthesametasksasAI,includingautomation,AIisnotsynonymouswiththeseterms.Albecomespower-fulwithmachinelearning,wherethecomputerlearnsfromsupervisedtrainingAgency:SocialSecurityAdministration,P,https:///content/cases-“AccenturesurveyshowsUScitizenswantmoredigitalservicesfromtheirgovernment,”Accenture,December8,2015,/news/accenture-survey-shows-us-citizens-want-more-digital-services-from-their-“Artificialintelligenceisthefutureofgrowth,”Accenture,September28,2016,/us-en/insight-artificial-intelligence-future-

與此同時，公民希望政府更加數(shù)字化。根據(jù)埃森哲的一項(xiàng)調(diào)查，只有2792%“服務(wù)將積極影響他們對政府的看法?！盇I人工智能是計(jì)算機(jī)編程以執(zhí)行通常需要人類智能的任務(wù)。這包括理解并監(jiān)控/力。5機(jī)構(gòu)：社會保障署，P，https:///content/cases?pending。“”，埃森哲，2015128https://newsroom./news/accenture?survey?shows?us?citizens?want?more?digital?services?from?their?government.htm。7“”，埃森哲，2016928https:///us?en/insight?artificial?intelligence?future?growth。AIcan..inputsovertimetoimproveresponses.Forexample,trans-lations,facialrecognition,andtargetedonlineadscouldallbeapplicationsofmachinelearning.Onescenarioinwhichmachinelearningcouldbecomevaluableinagovernmentcontextiswhenthereisamassofdatabutnotenoughpeo-pletomanageitorexpertstoanalyzeit.AnotherscenariowouldberoutineprocessesthatamachinecanAIcan..TypesofGovernmentProblemsAppropriateforAI

AIcanAIcan..Resource AdministrativesupportisneededtospeeduptaskInquiryresponsetimesarelongduetoinsufficient

AdministrativesupportisneededtospeeduptaskLarge DatasetistoolargeforemployeestoworkwithInternalandexternaldatasetscanbecombinedtoenhanceoutputsandinsightsDataishighlystructuredwithyearsofExperts Basicquestionscanbeanswered,freeinguptimeforNicheissuescanbelearnedtosupportexpertsin SituationispredictablebasedonhistoricalPredictionwillhelpwithtime-sensitive TaskisrepetitiveinInputs/outputshavebinary

大型數(shù)據(jù) 數(shù)據(jù)集過大，員工難以高效處專家短 基本問題可以回答，從而為專家節(jié)省時 程序 任務(wù)本質(zhì)上是重復(fù)Diverse Dataincludesvisual/spatialandauditory/linguistic

多樣化的數(shù)

Dataincludesvisual/spatialandauditory/linguistic“AIcertainlyhasaroletoplayinservicedeliveryandhelpingpeopletriagework,”saysDavidEaves,alecturerinpublicpolicyandprogrammanagerofDigital@HKSatHarvardKennedySchool.AIapplicationsforcitizenservicescouldalsoreducecosts.Deloitteestimatesthatautomationoffederalgovernmentemployeetaskscould

‘’@HKS·between96.7millionand1.2billionhoursannually,withpotentialsavings$3.3billionand$41.1billion,AIisnotnewtogovernment.Whileitsapplicationhasbeenmostprevalentindefenseandintelligence,ithasalsobeenusedtoreduceburdensometasks.Inthelate1990s,machinevisionmethodswereusedtorecognizehandwritingonenvelopestoautomaticallyrouteletters.Variationsofthisoncecutting-edgemethodnowsortmorethan25billionlettersayear,estimatedtosavehundredsofmillionsofdollarsfortheUSPostalService.9Morerecently,AIwasthesubjectoftwoin-depthreportspublishedunderPresidentBarackObamaandofaUSSenatehearingonpotentialapplicationsofAI,itsimpactontheeconomy,andcompetitiveness.“AIwillbeusedtosolvetheworld’smostpressingchallenges,”explainsAndrewOnda,aformerman-agerinMarketDevelopment&InsightsatIBM.Thesechallengesrangefrom“remotelymanagingchronicdiseases,reducingpandemics,andimprovingfoodsecurityandsustainableagriculture,toincreasingpublicsafetythroughmonitoringinfrastructureandprovidingservicestotakecareofelderlypopulations.”itsroleincitizenservices,thereareareaswhereAIcouldbeimmediatelybeneficial.aiforcitizenServiceSuSeAcrosstheglobe,governmentofficesaretestingapplicationsofAI.Theprevailingciti-zenservicesusecasesrelatetocitizeninquiriesandinformation.Forexample,whenacitizenhasaquestion,theyareusuallyrelegatedtolongholdtimesoncalls,in-personvisits,orscouringwebsitesandthirdpartiesforanswers.AIcandrasticallyimprovecitizenaccesstoreal-timeanswers,andcouldevenbeusedtoformulateandfill“AI-augmentedgovernment:Usingcognitivetechnologiestoredesignpublicsectorwork,”WilliamD.Eggers,DavidSchatsky,Dr.PeterViechnicki,DeloitteUniversityPress,/dup-us-en/focus/cognitive-technologies/artificial-intelligence-“Reflectionsonthestatusandfutureofartificialintelligence,”EricHorvitz,HearingbeforetheCommitteeonCom-merceSubcommitteeonSpace,Science,andCompetitiveness,UnitedStatesSenate,November30,2016,http://

2090上的手寫體，以自動路由信件。這種曾經(jīng)的前沿方法現(xiàn)在每年可以處理超過250、其對經(jīng)濟(jì)的影響和競爭力的聽證會。IBM市場開發(fā)與洞察前經(jīng)理安德魯·奧達(dá)解釋說：“人工智能將被用來解決世界上最緊迫的挑戰(zhàn)?！边@些挑戰(zhàn)包括“8“”·D···尼克博士，德?大學(xué)出版社，/dup?us?en/focus/cognitive?technologies/artificial?intelligence?government.html。9“”·1130/Senate_Testimony_Eric_Horvitz.pdf。documents,especiallyforroutinetasks.ManyAIcasestudiesincitizenservicesfallintofivecategories:answeringquestions,fillingoutandsearchingdocuments,routingrequests,translation,anddraftingdocuments.WhileapplicationsofAIingovernmentworkhasnotkeptpacewiththerapidexpansionofAIintheprivatesector,thepotentialusecasesinthepublicsectormirrorcommonapplicationsintheprivatesector.AIonlyworksinmanyofthesescenariosifitisconstantlylearning.AIapplicationsthataimtosimplyreplaceinteractivevoiceresponsesystemsoncustomerservicecalls,orautomatebasiccomputertasks,willnotbeastransformationalasapplicationsthatlearnandimproveovertime.AIwillalsohavemoreimpactifitistrulyreducingadministrativeburdensandaugmentinghumanexperience,asopposedtoreplacingworkers.Ifappliedstrategically,theseapplicationsofAIcanmoreefficientlydelivercitizenserviceswhilepotentiallyreduc-applicationsofAIcouldenablemoredirecttwo-wayinteractionbetweencitizensandthestate.”AIisincreasinglybeingappliedtocitizeninquiriesandinformationinitiatives,representedinselectusecasesbelow.WhiletheseusecasesprimarilymakeuppilotsandearlystagesofAIapplications,andmaynotapplythefullcapabilitiesofAIandmachinelearning,theyillustratehowAIisreshapingthistypeworkforthefuture.

AI語音響應(yīng)系統(tǒng)或自動化基本計(jì)算機(jī)任務(wù)的AI應(yīng)用，其變革性不如那些學(xué)習(xí)和改進(jìn)產(chǎn)生更大的影響。如果應(yīng)用策略得當(dāng)，這些AI應(yīng)用可以更有效地提供市民服務(wù)，同時可能降低成本并提高市民滿意度和參與度。哥倫比亞大學(xué)SIPA講師和新美國研究所研究員HollieRussonGilman認(rèn)為，未來“這些AI應(yīng)用將能夠使公民雖然這些用例主要構(gòu)成AI應(yīng)用的試點(diǎn)和早期階段，可能沒有完全應(yīng)用AI和機(jī)?AIUseCasesforCitizenInquiriesandAnsweringInaNorthCarolinagovernmentoffice,chatbots—auditoryortextualcomputerizedconversationalsystems,whicharefrequentlyAI-based—freeupthehelpcenteroperators’line,wherenearly90percentofcallsarejustaboutbasicpasswordsupport,allowingoperatorstoanswermorecomplicatedandtime-sensitiveinquiries.10ThegovernmentofSingaporeworkedwithMicrosofttocreatechatbotsforselectcitizenservices.Thesechatbotsareintendedtofunctionasdigitalrepresentatives.NewYorkCityisplanningtoworkwithIBM’sAIplatform,Watson,tobuildanewcustomer-managementsystemtospeedupthetimeandprocessofansweringquestionsandcomplaintsaboutcityservicesontheir311platform.ThisissimilartoworkinSurrey,BritishColumbia,whereIBMWatsonhelpedpowertheMySurreyapptoquicklyanswercitizenquestions.Theappisusedtoaddress65percentofquestionsthatalreadyhaveanswersoncitywebsites.Watson,whichlearnsovertime,studiedover3,000documentsabout16cityservices,andcananswer10,000questions.11Inthefuture,AIcouldalsobeusedforsentimentanalysisofrequestsandconversationstobetterunderstandcitizeninquiriesandfeedback.FillingoutandsearchingAfreechatbotlawyerapphelpsrefugeesseekingasylumintheUSansweraseriesofquestionstodeterminewhichapplicationtofilloutandwhethertheyareeligibleforprotection.Withtherequiredinformation,thebothelpsauto-populatetheformandprovidestheapplicantwithinstructionsfornextsteps.Thebothasanaddedbenefitofaskingthequestionsinastraightforwardwayforformsthatwouldotherwisebeconfusingfornon-expertsandnon-nativeheUSisusingAItohelpcitizenssearchdocumentsonover1millionpages,whilesavingtensofthousandsofdollarsthatwouldhaveotherwisebeenspentinupgrades.12Inthelegalprofession,AIisbeingusedtoscanadvancedlegaldocumentsandfindrelatedcaselaws.“Artificialintelligencewillhelpcreateamoreresponsivegovernment,”StephenGoldsmith,GovernmentTechnolo-gy,January/February2017,/opinion/Artificial-Intelligence-Will-Help-Create-a-More-Responsive-“Watsonhelpscitieshelpcitizens,”IBMCognitiveBusiness,January31,2017,/cognitivebusiness/watson-assists-cities-with-311-“How10industriesareusingbigdatatowinbig,”MichaelBelfiore,IBM,July28,2016,/blogs/watson/2016/07/10-industries-using-big-data-win-

AI本化計(jì)算機(jī)對話系統(tǒng)——釋放了幫助中心操作員的電話線路，因?yàn)榻?0%的電話只紐約市計(jì)劃與IBM的AI平臺沃森合作，構(gòu)建一個新的客戶管理系統(tǒng)，以加快在311作類似，IBM沃森幫助推動了MySurrey應(yīng)用程序，以快速回答市民的問題。該應(yīng)用程序用于解決城市網(wǎng)站上已有答案的6516300010,000未來，AIAIAI幫助市民在超過1000萬頁的文檔上搜索，同時節(jié)省了原本可能花費(fèi)的數(shù)萬美元的升級費(fèi)用。在法律行業(yè)，AI10人工智能將幫助創(chuàng)建一個更加響應(yīng)型的政府·20171211“沃 幫助城市help公 ”IBM認(rèn)知的商 一 /cognitivebusiness/watson協(xié)助城市/12“如何利用大數(shù)據(jù)贏得巨大勝利的10個行業(yè)”，邁克爾·貝洛爾，IBM，2016年7月28日，/blogs/watson/2016/10?industries?using?big?data?win?bigRoutingpetitionsandroutethemtothecorrectoffice.AllstateInsuranceisusingAmazon’sAlexachatbotwiththeircustomerstoaskbasicquestionsabouttheirplanandpayments,andprovidethemwiththeroutetothenearestoffice.AtelecommunicationsproviderusesAItosearchdocumentswithinminutesandgiveits40,000callcenteragentstimetosolvecustomerinquiriesmorequickly.Thissavedthecompany$1millionayear,with$1foreverysecondsavedofftheaveragecalltime.13Severalservicesnowenablemoreefficienttranslationofgovernmentinformation.Forexample,thePyeongChangWinterOlympicswillbeusingAI-basedreal-timetranslationUnbabelcombinescrowdsourcingandmachinelearningtotranslatebusinessoperationsinto14languages.Usinganalgorithmtotranslatecustomerservicee-mailsandwebpages,andateamofhumaneditorstoverifyforaccuracy,theycompletethisserviceatamuchcheaperrate,$0.02perchat,thantraditionaltranslationservices.14DraftingJapan’sMinistryforEconomy,Trade,andIndustryispilotingasystemtohelpparliamentmemberofficesrespondtocitizenquestionsbydraftinganswersusingAI.DraftingofdocumentscanbedonewithNaturalLanguageGeneration(NLG)AI,whichisalreadybeingusedindozensofnewsrooms,includingBloombergandtheAssociatedPress,tominedata,createtextfordatasets,andwriteatapaceof2,000storiespersecond.15Inthesescenarios,NLGcanalsohelpnon-datascienceemployeesbetterandmoreefficientlyunderstandthedata.

請求路全州保險保險 is使用亞馬遜’sAlexa聊天機(jī)?人with他們的客戶 toask基礎(chǔ)A電 usesAIto搜 文 分 andgive40,000100Unbabel結(jié)合眾包和機(jī)?學(xué)習(xí)將業(yè)務(wù)運(yùn)營翻譯成14種語言。使用算法翻譯客戶服務(wù)0.02使用自然語言生成（NLG）2000NLG1314“ThePromiseofArtificialIntelligence,”DanielCastroandJoshuaNew,CenterforDataInnovation,October2016,

“ThePromiseofArticialIntelligence,”DanielCastroandJoshuaNew,CenterforDataInnovation,October2016,EnablinggovernmentworkerstospendmoretimeaddressingcitizenneedswiththehelpofAIcouldpotentiallyhelphumanizetheworkersandfosterabetterrelation-shipbetweengovernmentemployeesandcitizens,evenifitisvirtual,saysBenHecht,presidentandCEOofLivingCities.Insomecases,AIcouldalsohelpwithin-personcit-izenengagementandservicedelivery.Ina2014study,ColoradoDepartmentofHumanServicesworkersspent37.5percentoftheirtimeondocumentationandadministra-ofsomeoftheiradministrativetaskswouldfreeuptimetobuildrelationshipsandsolveproblemsface-to-facewithmunity.AsAIlearnsmoreaboutwhatisvaluabletothecitizenintheirgovernmentengagements,itcouldshareinformationabouthowthatengagementcomparedtoislation,abotcouldfollowuplettingthemknowthenumberofcitizensthatcontactedItmayevenfollowupwhenthere’snewsorupdatesaboutthelegislationorfutureengagementoptions.“Onceyou’veself-selectedyourselfasanengagedcitizen,thereissomethingspecialaboutstrengthinnumbers,andincreasingyourownengage-mentbecausesomanypeoplehavealreadyactedtomaketheircommunitiesbetter,”explainsHecht.AriWallach,CEOofSynthesisCorp.,seesbeyondthepotentialofthenearfuture.customerserviceusecasesmeantforunderstandingandrespondingtoqueriesandsolvingbasicproblems.ThenextwaveofAIincitizenserviceswillbemorepredictiveinyearsout,saysWallach,iswhenAIforcitizenservicesisnolongerpredictivebasedonjustqueriesbutalsobasedonnon-queries,activities,andotherdatasets(i.e.,aColoradochildwelfarecountyworkloadstudy,ColoradoDepartmentofHumanServices,August2014,

BenHecht，LivingCities的總裁兼首席執(zhí)行官表示。在某些情況下，人工智能多州人類服務(wù)部的工作人員將37.5%的時間花在文書和行政工作上，而與兒童和9%。通過自動化他們的一些行政任務(wù)，人工智能將釋放出時當(dāng)有關(guān)立法或未來互動選項(xiàng)的新聞或更新時，它也可能跟進(jìn)。一旦你將自己選社區(qū)變得更好赫希特解釋道。AriWallach，SynthesisCorp.CEO，看到了近未來潛力的超越。目前AI——AIWallach（例如，記錄新地址并詢問是否需要訂購新的駕照）。Wallach10?15AI2016年科羅拉多州兒童福利縣工作量研究，科羅拉多州人類服務(wù)部，2014年8月，/addresswithoutthecitizeneverneedingtoact).“ImaginehavingdirectandconstantAIhasnumerousotherpotentialfuturesforcitizenservicesbeyondcitizeninqui-riesandinformation,includingprovidingemergencyresponse,enablingcustomandlow-costeducation,detectingfraudandcorruption,improvingcrimereporting,usingpredictiontotargetandpreemptsocialservicesinterventions,informingproactiverepairsofinfrastructure,andanticipatingcyberattacksandpersonalinformationlossonpublicwebsites.navigatingaiinFormanysystemicreasons,governmenthasmuchroomfromimprovementwhenitcomestotechnologicaladvancement,andAIwillnotsolvethoseproblems.Inaddi-fitinpreparingfortheinevitablefuture,andmakingtechnologyinvestmentstokeeppacewithtrendsinhowcitizensprefertoengagewithserviceproviders.GovernmentscanstartthinkingaboutimplementingAIbylearningfrompreviousgovernmenttrans-governmentsstartoffontherightfootwithAI:makeAIapartofagoals-based,citi-zen-centricprogram;getcitizeninput;builduponexistingresources;bedata-preparedandtreadcarefullywithprivacy;mitigateethicalrisksandavoidAIdecisionmaking;and,augmentemployees,donotreplacethem.

何行動）。沃爾拉克對未來表示想象一下，擁有直接且持續(xù)的訪問權(quán)，一個為3億人不斷學(xué)習(xí)和改進(jìn)的高級別政府禮賓服務(wù)。這些浪潮將反映我們與人工AI政府以正確的方式開始AI的實(shí)施：將AI作為以目標(biāo)為導(dǎo)向、以公民為中心的項(xiàng)事；減輕道德風(fēng)險，避免AI決策；以及，增強(qiáng)員工，而不是取代他們。GetcitizenBuilduponexistingresourceswithprivacyMitigateethicaldecisionmakingemployees,donotreplacethemMakeAIapartofagoals-based,citizen-centricprogram.AIshouldnotbeimple-mentedingovernmentjustbecauseitisanew,excitingtechnology.Governmentoffi-cialsshouldbeequippedtosolveproblemsimpactingtheirwork,andAIshouldbeofferedasonetoolinatoolkittosolveagivenproblem.Thequestionshouldnotbe“howwillweuseAItosolveaproblem,”but“whatproblemarewetryingtosolve,why,andhowwillwesolveit?”IfAIisthebestmeanstoachievethatgoal,thenitcanbeapplied,otherwiseitshouldnotbeforced.IfAIistherighttool,itcannotbeasingletouch-pointforcitizens.McKinseyrecommendsagenciesconsideracitizen’send-to-endjourneythroughaprocess.Theyreportintheir“PuttingCitizensFirst”studythatorganizationsthatmanagetheentirecustomerjourneyfromstarttofinishachievehigherlevelsofsatisfactionandaremoreeffectiveatdelivery.17GovernmentofficescanconsiderwhereandwhenAIcanbeatouchpoint,andwhatothertechnologiesorhumaninteractiontouchpointsmightberequiredinthecitizen’sjourney.Inkeepingwithcustomercentricity,thetechnologyalsomustbeinclusive,withawarenessforgenerational,educational,income,andlanguagedifferences.“PuttingCitizensFirst:Howtoimprovecitizens’experienceandsatisfactionwithgovernmentservices,”McKinseyCenterforGovernment,November2014.

GetcitizenBuilduponexistingresourceswithprivacyMitigateethicaldecisionmakingemployees,donotreplacethem不應(yīng)該是我們將如何使用人工智能來解決問題”，而應(yīng)該是我們試圖解決什么問題，為什么，我們將如何解決它如果人工智能是實(shí)現(xiàn)該目標(biāo)的最佳手的研究報告中指出，從開始到結(jié)束管理整個客戶旅程的組織能17”，麥肯錫政府中心，201411Getcitizeninput.CitizeninputandsupportforAIimplementationswillbeessential.“Governmentsshouldenableagenuineparticipatory,grassrootsapproachtobothdemystifyAIaswellasoffersessionsforcitizenstocreateanagendaforAIwhileaddressinganypotentialconcerns,”suggestsRussonGilman.Wallachagrees:“ThereneedstobeaconversationinsocietyaboutAI—toeducateeveryonefromcitizenstopolicymakerssothattheytrulyunderstandhowitworksanditstradeoffs.”Withthathelpco-createethicsandprivacyrulesforuseoftheirdata.WhenitcomestobuildinganddeployingAIplatforms,userfeedbackisessentialbothfromcitizensandgov-levelofinsight,dependinguponindividualuserpreferences.”shouldnotrequirebuildingthesystemsfromscratch.ThoughmuchevolutioninAIhascomefromearlygovernmentresearch,governmentscanalsotakeadvantagesoftheadvancesbusinessesanddevelopersaremakinginAI.ITanalystfirmIDCpredictsthatby2018,75percentofnewbusinesssoftwarewillincludeAIfeatures.18Nonprofitsandresearchinstitutionsofferthepublicaccesstoworld-classresearchandnewreleasesofopen-sourcemachineintelligenceprogramsallowuserstoinexpensivelyscaletheiruseofAI.Implementationsdonothavetostartonlyforentirelynewprogramsordata-setseither.OneplacetostartwouldbeintegratingAIintoexistingplatforms,like311andSeeClickFix,wherethereisexistingdataandengagement.Bedata-prepared,andtreadcarefullywithprivacy.ManyagencieswillnotbeatthelevelofdatamanagementnecessaryforAIapplications,andmanymaybelackingthesignificantamountofdataneededtotrainandstartusingAI.Butasgovernmentofficesimprovetheirdatacollectionandmanagement,bestpracticesaboutthetypeofdatathatwillbeusedandcollectedwillbecriticalforfutureusewithAI.“Collectingandaggregatingtherighttypeofdataiscriticalforsuccess,”saysOnda.“Governmentsmustthinkaboutthetypeofdatatheyneed,whenthedataexpires(ithasashelf./2017/02/01/technology/ibm-watson-tax-

公民對人工智能實(shí)施的反饋和支持將是至關(guān)重要的。RussonGilman““——策制定者，讓他們真正了解其工作原理及其權(quán)衡。”是至關(guān)重要的。Onda利用現(xiàn)有資源。開發(fā)者正在人工智能領(lǐng)域取得的進(jìn)步。ITrmIDC2018%8的研究，以及開源機(jī)?智能程序的新版本允許用戶以低廉的成本擴(kuò)展其人工智能的使用。實(shí)施不必僅從全新的項(xiàng)目或數(shù)據(jù)集開始。一個起點(diǎn)可能是將人工智能集311SeeClickFix，在這些平臺中已有數(shù)據(jù)和參與。做好數(shù)據(jù)準(zhǔn)備，謹(jǐn)慎處理隱私。的使用至關(guān)重要。Onda表示：“收集和匯總正確類型的數(shù)據(jù)對于成功至關(guān)重要。”“政府必須考慮他們需要的數(shù)據(jù)類型，數(shù)據(jù)何時過期（它有保質(zhì)期），“IBM向沃森提出新的挑戰(zhàn)：您的稅務(wù)申報，”史蒂夫·洛爾，NewYorkTimes，2017年2月1日，https://andhowthedatawillbeaggregatedtoprovidecontextforaspecificindividual.Citi-zensmustbeabletotrustthesystemstheyareinteractingwithandknowwheretheirdataisgoing.”Governmentsshouldbeverytransparentaboutthedatacollectedandgivecitizensthechoicetooptinwhenpersonaldatawillbeused.Theremaybefewerprivacyconcernsiftheonlydatabeingusedisalreadyprovidedtothegovernmentbycitizens(suchasIRSdata).Theprivacyconcernsbecomerelevantwhencitizenshavenotprovidedconsentorexternaldatasetsgetmixedwithgovernmentsources,explainsEaves.Datausealsobecomesconcerningwhenthedataisinaccurate.Thiscanleadtoacascadingeffectasthedatatravels.“Transparencyisn’tenoughifthedataisalreadyoff,”explainsRussonGilman,because“thealgorithmsandlearningsystemscanbehidden,sothestakesareveryhighfordemocraticgovernanceandensuringequityinthepublicsector.”MitigateethicalrisksandavoidAIdecisionmaking.AIissusceptibletobiasbecauseofhowitisprogrammedand/ortrained,orifthedatainputsarealreadycorrupted.Abestpracticeforlesseningbiasistoinvolvemultidisciplinaryanddiverseteams,inadditiontoethicists,inallAIefforts.Inaddition,MattChessen,anAIresearcherwiththeUSDepartmentofState,hasrecommendedanewpublicpolicyprofessionthatspecializesinmachinelearninganddatascienceethics.19Governmentscanalsoleveragetheworkofgroupsoftechnologistswhohavecometogethertocreatecom-monsetsofethicsforAI,suchastheAsilomarAIPrinciplesandthePartnershiponAI.GiventheethicalissuessurroundingAIandcontinuingdevelopmentsinmachinelearningtechniques,AIshouldnotbetaskedwithmakingcriticalgovernmentdeci-sionsaboutcitizens.Forexample,theuseofarisk-scoringsystemusedincriminalsentencingandsimilarAIapplicationsinthecriminaljusticesystemwerefoundtobebiased,withdrasticrepercussionsforthecitizenssentenced.Thesetypesofusecasesshouldbeavoided.CompanieslikeGoogleandMicrosoftareactivelytryingtoimprovemachinelearningmodelstopreventorcorrectbias,andhaveinternalethicsboardsthatconsidernewalgorithms—governmentofficesshouldupholda“Encodedlaws,policies,andvirtues:theoffspringofartificialintelligenceandpublic-policycollaboration,”MattChessen,March31,2017,/artificial-intelligence-policy-laws-and-ethics/encoded-laws-policies-and-virtues-the-offspring-of-artificial-intelligence-and-public-policy-

以及如何將數(shù)據(jù)聚合以提供特定個人的背