Potential Benefits of Artificial Intelligence Outweigh Citizen Concerns About Responsible Use by Government, Accenture Survey...
March 15 2018 - 7:17AM
Business Wire
Public-sector employees embrace government use
of AI at a higher rate than other citizens
Citizens are willing to try new artificial intelligence (AI)
tools for government services despite their concerns about
government use of the technology, according to results of an
Accenture (NYSE: ACN) multi-country survey.
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Citizens Want Government to Use
Artificial Intelligence to Deliver New, Improved Services (Graphic:
Business Wire)
The survey of more than 6,000 citizens from the United States,
Australia, the United Kingdom, Singapore, France and Germany found
that more than half (54 percent) of citizens said they are willing
to use AI services delivered by government, with even more
expressing willingness when presented with the potential benefits
derived from AI.
For instance, three-quarters (74 percent) of respondents said
they would be willing to use AI if it would increase pension or
retirement income (such as by improving their personal investment
strategy and/or pension scheme), and two-thirds (66 percent) said
they would use a chatbot if it would guarantee faster processing of
a tax refund or social service benefits.
At the same time, however, the findings highlight citizens’
concerns about the use of AI by governments, with two-thirds (66
percent) of respondents indicating a lack of confidence in
government’s ethical and responsible use of AI. Specifically,
only one-third (34 percent) said they’re “confident/very confident”
that government would be ethical and responsible in its use of AI;
fewer than one in three (29 percent) said they are “not at all
confident” in government using AI ethically and responsibly, and
slightly more than one-third (37 percent) said they are neutral on
the point.
The survey also determined that regardless of where they lived,
citizens have concerns about the use of AI in government, including
in areas of job security and personal data security. For instance,
approximately four in 10 respondents (42 percent) said they think
AI takes jobs away from people, and only about one in six (17
percent) believe that AI can better protect their personal
information and reduce their chances of getting hacked.
The survey found that one of the biggest communications
challenges for government officials implementing AI projects is
explaining AI’s benefits to citizens. For instance, one-third (32
percent) of all survey respondents reported not understanding AI’s
potential benefits well enough to judge whether government should
use the technology.
“Citizens are willing to embrace AI-driven solutions that
improve the delivery of government services, but they want to be
sure that government is taking a leading role in ensuring the
safe and ethical use of AI,” said Carl Ward, who leads AI programs
for Accenture’s Health & Public Service practice. “These
findings should be a wake-up call for government leaders to
prioritize effective communications regarding the benefits of
AI-related technology in delivering government services that are
secure, smart and fast — while also promoting its proper and
ethical use.”
The survey findings also highlight differences between citizens
who work in the public sector and other citizens regarding their
views on AI and government, with public-sector respondents being
more positive overall. For instance, public-sector respondents were
more likely than other respondents to say they are willing to use
AI services delivered by government (63 percent vs. 51
percent) and more likely to say they are confident or very
confident that government would use AI in an ethical and
responsible manner (46 percent vs. 31 percent). At the same
time, public-sector respondents were less likely to say they don’t
understand AI’s potential benefits well enough to judge whether
government should use the technology (26 percent vs.
33 percent).
Public-sector respondents were also more likely than other
respondents to say they would be comfortable using a chatbot to
interact with a government agency (56 percent vs.
38 percent) — and twice as likely to say they believe that
using AI such as digital assistants or chatbots for government
services is a more secure way to protect personal
information (46 percent vs. 23 percent).
“New categories of digital jobs are emerging that result in
improved government services for citizens, and citizens want
government personnel to explain how AI can improve the delivery of
public services,” Ward said. “Public-sector employees will be a
critical component to bridging that gap between advancing AI and
engaging with citizens to address concerns while also explaining
the benefits. AI job coaches for government personnel could provide
the required skills and training necessary to ensure that staff can
explain the benefits of AI government tools and how they can change
citizen experiences for the better.”
Methodology
Accenture surveyed 6,000 citizens aged 18 or older in the United
States, Australia, the United Kingdom, Singapore, France and
Germany to assess opinions about a variety of public service issues
and topics. The survey was conducted online between October and
November 2017. Approximately one-fifth (21 percent) of the
respondents identified as currently working in the public sector.
Results for the full global sample are statistically significant
with a confidence level of 95% and a margin of error of +/-
1.6%.
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched
experience and specialized skills across more than 40 industries
and all business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of business
and technology to help clients improve their performance and create
sustainable value for their stakeholders. With more than 435,000
people serving clients in more than 120 countries, Accenture drives
innovation to improve the way the world works and lives. Visit us
at www.accenture.com.
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