Digital state change is not a linear process. It has always been difficult for institutions to adopt innovations, even when the benefits are immediate and visible. The integration of management technologies into bureaucratic work, such as typewriters, PCs, the Internet, online processes or artificial intelligence, reflects the ability of the state to adapt to a variety of processes and progress over several decades.
The state of the 21st century should think about a new culture of public administration with new values, new ideas and an approach to adaptability, quality of service, innovation, facilitation and ‘learning.
Artificial intelligence is already automating the routine and repetitive work that characterizes public administration, and will allow public officials to free themselves from the daily paperwork that involves delegating tasks to high qualifications and salaries. And that takes effort.
Procedures are necessary and the traditional bureaucratic system encourages rational behavior, but a public official cannot be said to be an automaton. It would be more effective for activities with repetitive tasks by robots rather than people, so robots and artificial intelligence could represent the essence of reliable public employment, thus ensuring the basic conditions for a bureaucratic system, where humans They will guarantee two other fundamental and fundamental issues: quality and empathy.
Public employment has components that allow digitization and artificial intelligence to optimize the work of its agents without risking losing their jobs. So far, the integration of technology in the public sector has played a key role in the performance of agents and the efforts of the last five years have focused on dematerializing and streamlining administrative processes. Within this framework of expanding the digitalization of the state, it is interesting to see how the strategy has evolved from the digital citizen platform of the province, in Argentina, to the subnational level, to integrate new technologies in order to better serve the citizens. She goes. Paid parking in La Plata from Cordoba and virtual conversational assistants based on artificial intelligence, such as BOTY in the city of Buenos Aires or a virtual assistant from the National Institute of Public Administration.
For the successful implementation and impact of these advances, robotization processes and the introduction of artificial intelligence must be combined with individual capabilities, a people-based scheme that allows them to expand their human capabilities. while interacting with new technologies. East.
The public administration should focus on identifying the mechanisms that allow improving the individual capacities of the teams, and the first step is to understand how the State integrates these robotization processes and the introduction of technologies that allow it to become a digital take on the steps, adding tools that help organize and condense into a modern, simple, agile, efficient state that becomes more human every day.