the key to modernizing the public administration

The inefficiencies caused by legacy systems and fragmented data hinder the digital evolution of public administration and, with advanced technologies like AI, it is necessary to address these issues to ensure innovation and significant savings.

Let’s see all the details in this article. 

Digital reforms and AI: the key to modernizing the pubblica amministrazione 

The public services of the United Kingdom, from healthcare to local councils, face significant challenges due to the limited adoption of modern technologies. 

It is estimated that an overwhelming reliance on outdated systems and fragmented data costs the country potential annual savings of about 45 billion pounds, a figure equivalent to the cost of running all primary schools in the United Kingdom for a year. 

This situation negatively affects the efficiency and quality of the services offered to citizens.

According to Rodolphe Malaguti, expert in Product Strategy and Transformation at Conga:

“The inability to address issues related to poor data and legacy systems has a direct impact on decision-making ability and the quality of services intended for the most vulnerable citizens.”

A recent report highlights how almost half of public services are still not available online. This forces citizens to go through long and often frustrating processes, such as having to go in person to local offices or wait for interminable response times. 

For example, the process of registering a death still requires a physical presence, adding additional emotional stress in times of difficulty.

In the healthcare sector, patients with chronic illnesses often find themselves interacting with dozens of different services, repeatedly providing the same information due to the lack of data sharing between departments. 

This fragmented system not only slows down operations, but penalizes the citizens most in need.

Obsolete infrastructure and security risks

In addition to high operating costs, obsolete infrastructures also present serious cybersecurity risks. More than 25% of the digital systems used by the central government are now obsolete, a percentage that reaches 70% in some departments. 

These systems, classified as high risk, increase vulnerability to cyber attacks and have already caused critical disruptions, as demonstrated by the 123 malfunction episodes recorded by NHS England last year.

Malaguti emphasizes that simply updating the technology is not enough:

“It is essential that the structure, quality, and timeliness of the data are improved to allow new technologies to function effectively.”

A plan for the future: reforms and innovations

To tackle these challenges, the government of the United Kingdom has announced an ambitious technological review. 

The Secretary of Technology, Peter Kyle, has outlined a strategy that includes the use of artificial intelligence tools and innovative digital solutions to streamline bureaucratic processes.

An example of these innovations is “Humphrey”, a suite of tools designed to improve the efficiency of the public sector. Among these, we see for example Consultare, which analyzes thousands of responses to consultations in a few hours.

Parlex, for in-depth research in parliamentary debates and Minuto, an AI transcription service that produces customizable summaries.

These tools, already in the implementation phase, promise to reduce administrative times and improve the quality of services for citizens and businesses.

In other words, the digital transformation of public services requires a strategic vision and targeted investments to overcome existing inefficiencies. 

Only by addressing the root causes, such as legacy systems and fragmented workflows, will it be possible to fully leverage the potential of emerging technologies like AI. 

Modernizing public services is not just a matter of convenience, but a crucial step to ensure efficiency, security, and innovation in an increasingly digital world.