Digital transformation and the workforce
01/24/2022
Digital transformation is a long-term strategic priority for public service organisations.
Automation has become a big ask and it is tempting for organisations to delay this right now. There is so much else to do – like manage a pandemic, Brexit and climate change - but it should be a strategic priority for every organisation.
Annarita Roscino, Head of Predictive Analytics, Zurich Insurance: “If you can train the business to run basic automation processes, you will see real improvements and create a workforce of the future”.
Automation & AI advantages for employers include the ability to repurpose people to use their time better, focusing on tasks core to their jobs.
The fundamentals are getting the right data, the right capabilities and the right people.
New skills
Digital progress doesn’t happen without people. It is a large investment getting the right people into any business to write the digital agenda.
Taking this first step can be a challenge. Having the ‘right people’ is dependent on them having the right skills. Worldwide there is a scarcity of essential skills in machine learning, AI and data analysis, with competition for expertise.
The public sector may not be able to compete effectively for these sought after digital skills, but there is the opportunity to grow them. Many businesses are looking inwards at retraining workforces to fill skills gaps.
Acquiring the ‘right people’ can be a long-term investment: training existing employees in digital skills to add to their sector expertise.
Government initiatives like Apprentice schemes and funding can help but to make the best of digital you need humans with a variety of skills.
It is common experience that the most successful use of AI is where humans are blended with machines, with humans using humanistic traits and talents.
Employees may see increasing automation as a threat to jobs, but it can provide opportunities. Automating manual and repetitive procedures increases job value, with more time spent on the professional tasks that play to the strengths of individual employees.
Changing culture
Zurich has used champion challengers and advocates, along with digital leaders and practitioners to make culture changes in the development of digital working.
“In the digital transformation you have to bring people with you,” asserts Annarita. “It’s not an easy journey for everyone and there has to be a spirit of understanding.”
Part of that understanding is that automation’s biggest value is when it is used to augment the work employees already do and remove some of their repetitive tasks.
It is important during such a cultural change to emphasise and explain that often it is just about changing what is already done, not supplanting it.
AI in action
Employees can inform the development of automation by identifying pinch points in systems that can be handed over to AI. This makes processes slicker, improving both customer and employee satisfaction.
Also, a risk assessment tool for schools which required customers to answer more than 100 questions has now been replaced by an automated process where the customers need to answer only five of those questions, making the customer journey more satisfactory.
Property enrichment is another area Zurich Municipal is exploring. For example, understanding a customer’s properties without having to go back to them each time we have a question, helps saves their time and improve risk assessment.
Automation has also been used in the social housing sector, with escape of water risk assessment using data and Analytics. This is a consultancy in development within Zurich Municipal and that can be made available to customers.
Zurich Municipal’s use of data and digital analytics supports the sprinklers in schools’ campaign, with a greater understanding of which schools are at high risk of fire.
Annarita: “By analysing the unique data we have we can raise awareness (with government) of the impact on society and the benefits of installing sprinklers in all new schools.”
Data
Automation & Artificial intelligence can provide many business benefits, but there are inherent threats too. There are many considerations when introducing automation into processes; ethics in particular is fundamental to the use of AI. It is important to have a strict security policy and data quality commitment.
Ethics extends to ensuring inclusivity. Data should be auditable, reconciled, correct and contain no discriminatory features. It also needs to be reviewed constantly, so new learning is not biased.”
The digital journey
- Use the people you have – reskill and add skills;
- Identify the pinch points – what can be done more easily and efficiently by AI?
- Look at current processes to identify areas of most benefit;
- People don’t know what they don’t know - provide proof of concept;
- Bring people with you – identify who is most receptive and get them working on your behalf;
- Manage the cultural change – approach it like any change programme;
- Explain as much as possible and be open as possible to feedback;
- Build trust – with employees and customers;
- Machine learning – incorporate feedback into the algorithm;
- Recognise when you’ve got it wrong – contain the risk, fix it, move on;
- Invest in data – quality input equals quality output;
- Launch in phases – pinch points, benefits, proof of concept, pilot, learning, run in parallel;
- Get in touch – we are keen to support customers with our consultancy.