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課程簡介
Introduction to AI in Public Services
- What AI means for service delivery: overview and definitions
- Digital transformation trends in government
- AI maturity across public institutions
Real-World Use Cases in Public Sector Services
- Automated form processing and intake workflows
- AI in healthcare triage, immigration document processing, and tax analysis
- Service personalization using data-driven insights
Language Access and Citizen Engagement
- AI translation and summarization tools
- Chatbots and virtual agents for multilingual communication
- Improving accessibility for diverse populations
AI for Forecasting and Resource Planning
- Using AI to predict service demand and capacity
- Early warning systems for fraud, compliance, or case escalation
- Integrating AI into business intelligence workflows
Ethical and Operational Considerations
- Bias, fairness, and explainability in automated decisions
- Managing citizen trust and privacy
- Designing human-in-the-loop service models
Strategic Planning for AI-Enhanced Delivery
- Identifying opportunities for AI within existing service chains
- Assessing readiness: data, systems, and workforce
- Cross-agency collaboration and scalable pilots
Summary and Next Steps
最低要求
- Familiarity with public service operations and delivery mechanisms
- Interest in service innovation, citizen experience, or digital transformation
- No prior technical expertise in AI required
Audience
- Public sector professionals in service delivery roles
- Government departments involved in digital transformation
- Operations and innovation teams in areas such as tax, health, or immigration
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