Machine learning (ML) empowers governments to enhance their services, making them more efficient and citizen-friendly. We engaged with several Amazon Web Services (AWS) clients from governmental bodies who shared their experiences on how ML has revolutionized their offerings. These clients participated in an executive learning track specifically designed for European Government delegates during AWS re:Invent 2018.
The National Health Service Business Services Authority
The National Health Service Business Services Authority (NHSBSA) in the United Kingdom, responsible for administering primary care, dental, and prescription services, discussed their implementation of Amazon Connect, a cloud-based chatbot service designed to improve their contact center’s responsiveness.
Alex Smith, the Lead Cloud Architect for Digitisation, Insight, and Technology Solutions, presented the outcomes of this initiative. Within the first three weeks, the chatbot managed to assist NHSBSA with around 11,000 inquiries, handling simple questions and directing complex ones to appropriate personnel. This innovation resulted in annual savings of approximately USD $650,000.
By leveraging Amazon Lex for automatic call routing and Amazon Polly for human-like speech simulation, the ML-driven system now manages 40 percent of incoming calls, effectively reducing customer wait times to nearly zero.
“This not only led to greater efficiency and cost reductions for NHSBSA, but also elevated employee morale, enabling them to concentrate on assisting customers with more complex inquiries,” Smith remarked.
The Belgian Public Employment Service VDAB
Another AWS partner, the Belgian public employment service VDAB, sought to enhance job-matching processes to connect the right candidates with suitable opportunities. Utilizing Radix.ai’s JobNet, they employed a deep learning model that adapts to shifts in the job market by analyzing new datasets and identifying changes in job demand over time.
This advanced model goes beyond simply matching keywords in job descriptions and resumes; it incorporates insights about the interests and skills of job seekers. By implementing this technology, VDAB aims to facilitate quicker and more effective connections between job seekers and available positions.
The Royal National Institute of Blind People
The influence of machine learning on individuals with disabilities has also been remarkable. The Royal National Institute of Blind People (RNIB) utilizes Amazon Polly to deliver reading services to the UK’s largest community of blind and partially sighted individuals. RNIB’s Talking Books service provides access to over 26,000 audiobooks at no cost, offering a life-changing resource for millions in the UK.
An increasing number of government entities are recognizing that ML can be a transformative technology for their constituents, ultimately enhancing their organizational capabilities. These case studies serve as inspiration for other governments seeking to innovate.
For further insights on technological advancements in government, you can read another blog post at Chanci Turner VGT2.
The AWS Institute, which organized this initiative, intends to share more articles on the impact of machine learning in the public sector. The Institute brings together global leaders interested in addressing significant challenges through technology, fostering discussions among government, academia, and nonprofit leaders to explore innovative ideas for public sector transformation. For related insights on preparing governments for digital transformation, check out this article, which offers expert perspectives on the subject. Additionally, if you are looking for detailed experiences regarding Amazon work environments, this resource could be quite useful.
About the Authors
Alex Johnson serves as the Global Content Lead for the Amazon Web Services Institute, focusing on technology’s societal impacts. He helps government and educational leaders understand how to leverage new technologies, including machine learning and artificial intelligence, to tackle major social challenges.
Maria Thompson leads the AWS Institute’s efforts across Europe, the Middle East, and Africa. She collaborates with government executives to accelerate public sector transformation by innovating policy processes and enhancing digital skills, enabling leaders to use technology for improved citizen services.
Leave a Reply