Intelligent Automation Solutions for Public Sector Services

  • Authors

    • Dr. Priya Natarajan Associate Professor, University of Madras, India. Author
    • Dr. Suresh Babu Reddy Professor, Osmania University, India. Author

    DOI:

    https://doi.org/10.67228/30713315/IJAIDT-2023PII2R3W

    Published 08-05-2023

  • Intelligent Automation, Public Sector Digitalization, Artificial Intelligence, Robotic Process Automation, E-Governance, Smart Government Systems

    Issue

    Vol. 6 No. 2 (2023)

    Section

    Articles

    How to Cite

    [1]
    P. Natarajan and S. B. Reddy, “Intelligent Automation Solutions for Public Sector Services”, IJAIDT, vol. 6, no. 2, pp. 01–15, Aug. 2023, doi: 10.67228/30713315/IJAIDT-2023PII2R3W.

  • Abstract

    There is mounting pressure on the public sector agencies around the world to ensure enhanced service delivery, less cost of operation, and transparency amidst restraining resources and mounting citizen demands. The concept of Intelligent Automation (IA) combining artificial intelligence (AI), robotic process automation (RPA), machine learning (ML), and data analytics has become a revolutionary methodology to transform the services of the public sector. This paper will explore how intelligent automation solutions can enhance efficiency, accuracy and responsiveness of operations at the public sector. It provides systematized overview of research done, states key technology enablers and suggests a research methodology into how to introduce IA in government service processes. The paper focuses on automation in management tasks including document processing, taxes, and social welfare distribution and citizen service portal. A comparative study is carried to compare the traditional service models to IA-enabled systems and determine that based on processing time, cost reduction, reducing errors and satisfaction of the users. The results show that intelligent automation can greatly optimize operation performance reducing the number of manual operators, making predictions and creating the possibility of real-time monitoring of service management delivery. Nonetheless, the issues of information security, ethical management, human resources resilience, and interoperability are still significant. The study provides a conceptual and technical framework of scalable and secure policies on automation solutions to the policy makers and system architects. The findings indicate that intelligent automation is not just an upscale technological improvement but a strategic reform tool on digital governance. With algorithmic intelligence and automation of the processes, the public institutions will be able to transition to adaptive, citizen-focused, and resilient eco systems.

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