Introduction
The programme “Digital Transformation in Public Service: From Automation to Artificial Intelligence” develops professional practice in Public Service. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from artificial intelligence applications and controls to procedure analysis and work simplification, with practical work on public service development and policy outcomes, designing digital transformation and developing services, human resource planning and job analysis. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Design an AI use case with verification criteria and human review in an application related to “Digital Transformation in Public Service: From Automation to Artificial Intelligence”.
- Analyze a public service and connect its improvement to beneficiary needs and accountability.
- Assess digitization opportunities and define implementation requirements that improve a service or process.
- Connect workforce and job requirements to objectives and required capabilities.
- Redesign a procedure to reduce delays and rework while maintaining controls.
Learning areas
1. Artificial Intelligence Applications and Controls
- Identify a task that AI can support, and separate inputs and human decisions from outputs produced by the tool.
- Prepare suitable test data and examples while respecting confidentiality, privacy, and permissions, and use de-identified training exercise data.
- Write clear instructions covering the task, context, constraints, and output format, and compare multiple formulations using a fixed set of examples.
- Check outputs for errors, bias, and unsupported information, and identify cases that require specialist review.
- Assess the feasibility of use in terms of quality, time, cost, and risk, and document controls for approval, monitoring, and stopping when failures occur. The application examines a case related to “Digital Transformation in Public Service: From Automation to Artificial Intelligence”.
2. Public Service Development and Policy Outcomes
- Define the public value targeted by the service and its beneficiary groups, and review jurisdictional boundaries and responsibilities across agencies.
- Analyze the beneficiary journey, requirements, time, and access channels, and identify barriers affecting equity and ease of use.
- Collect the evidence needed to design service improvement options, distinguishing changes that require a procedural adjustment from those requiring a regulatory decision.
- Define indicators for outcomes, quality, efficiency, and beneficiary satisfaction, and mechanisms for receiving complaints and reviewing responses.
- Prepare a service initiative covering agency roles, resources, data controls, and a plan for piloting and monitoring achieved results.
3. Designing Digital Transformation and Developing Services
- Distinguish information digitization, step automation, and business model transformation, and identify the problem targeted by the digital intervention.
- Map the beneficiary journey, touchpoints, and repeated data requests, and identify opportunities for simplification before selecting technology.
- Analyze readiness across procedures, skills, data, and technical infrastructure, and document gaps and dependencies on existing systems.
- Specify solution, integration, access permission, usability, and accessibility requirements, and establish testable acceptance criteria.
- Design a limited-scope pilot with indicators for time, quality, and use, and define conditions for continuing, adjusting, or stopping.
4. Human Resource Planning and Job Analysis
- Analyze workforce demand according to workload, services, and anticipated changes, and document estimation assumptions.
- Inventory current skills, jobs, and vacancy risks, and compare the current position with target requirements.
- Prepare a job description covering purpose, responsibilities, relationships, competencies, and performance indicators without confusing the job with its incumbent.
- Select options for closing gaps through recruitment, development, redeployment, and work design, estimating resources and impact.
- Build indicators to monitor vacancies, workforce movements, retention, and skill coverage, and review the plan when organizational needs change.
5. Procedure Analysis and Work Simplification
- Define the procedure's start, end, owner, inputs, and outputs, and collect data on processing time, waiting, and rework.
- Map the actual workflow between roles, identifying approvals, handovers, bottlenecks, and duplicate data entry.
- Analyze the value added by each step and the controls it provides, and propose combining, removing, or running steps in parallel with reasons for the choice.
- Document the improved procedure with clear authorities, forms, timelines, and standards, and review its effects on beneficiaries and delivery teams.
- Test the procedure on a limited case, measure time, errors, and output quality, and document adjustments and the rollout plan.
Practical outputs
- A use case brief and a test template for the quality of AI outputs.
- A public service profile, stakeholder map, and improvement plan.
- A digital transformation roadmap covering the beneficiary journey and implementation requirements.
- A workforce plan, job description, and capability gap map.
- An improved procedure map, service profile, and acceptance criteria for implementation.
Who should attend
- Practitioners, specialists and supervisors whose work relates to the programme subject.
- Managers and teams working in public service, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “Digital Transformation in Public Service: From Automation to Artificial Intelligence” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “Digital Transformation in Public Service: From Automation to Artificial Intelligence” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.