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Advanced · Self-paced learning

Leading AI Transformation in the Public Sector

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AI is proposed to sort online applications. How can people without internet access still reach the service, and who makes the substantive decision? Design an administrative workflow that brings together AI support, human processing and access.

In the course case, AI is proposed to sort online applications. The time saved does not help people without internet access. Compare it with a workflow that retains in-person applications and distinguish sorting from the authority’s decision. Reassess access when additional language needs arise.

Develop and work through a workflow for your own process or use the example case. Specify access routes, human work and AI support. The responsible specialists review the applicable legal basis.

What you will work on

  • Justify the public benefit and limits of an AI initiative in relation to the administrative mandate
  • Map responsibilities and review requirements within an administrative process
  • Compare a digital procedure and an accessible fallback in a citizen case

Who it is for

  • Public administration and project leaders
  • Digital transformation managers
  • Heads of public service departments

Topics

  • Administrative mandate and public benefit
  • AI support and administrative decisions
  • Affected groups and accessibility
  • Data needs, access limits and participation
  • Pilot design and implementation sequence

Your result

Your administrative workflow, worked through against the case, shows how people access the service, where AI supports work and how substantive processing continues through the alternative route.

Prerequisites

Knowledge of an administrative process and the department responsible for it. Process information is sufficient; personal case records are not required. An example case can be used.

Format and approach

Planned as eight to ten hours of self-study. Review your administrative workflow against the course criteria and revise it.

Planned learning time: 8–10 hours

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Advanced · Self-paced learning

Redesigning Business Processes with AI

Redesign a business process within your area of responsibility. First map the current workflow and identify steps that could be removed or simplified without AI. Then design an AI-supported alternative, specifying who decides, checks the results and handles exceptions.

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