Understand real-automation’s capabilities to accelerate the next generation
of services.

Real-automation aims to make the processes of customer journeys quick and frictionless. Free of inessential bureaucratic processes, it enables government to perform at a higher level.

In contrast, automation uses standard technology, such as Robotic Process Automation, to perform tasks with minimal human intervention, aimed at reducing manual effort and driving efficiency. It is typically focused on rule-based or repetitive activities. By facilitating near-real time insights, quick and empowering decision-making becomes possible. Experiences can be highly personalised, increasing user satisfaction and trust.

Real-automation uses cutting-edge technologies, like Artificial Intelligence and Computer Vision, to go beyond traditional automation. Through real-automation, machines are trained on operating autonomously, continuously learning and making data driven decisions. This allows humans to focus on human experiences that machines cannot replicate. In contrast, automation uses standard technology, such as Robotic Process Automation, to perform tasks with minimal human intervention, aimed at reducing manual effort and driving efficiency. It is typically focused on rule-based or repetitive activities.

Real-automation has capabilities to accelerate the next generation of government services.

Real-automation technologies, such as Artificial Intelligence (AI) or Internet of Things (IoT), hold the potential to unlock and accelerate the next generation of government services.

Capture the environment: Augment or replace human sensory capabilities, speeding up simple tasks such as data monitoring or visual detection

Gather data from various sources, including IoT devices, sensors, social media and databases (e.g., Environmental monitoring systems that collect data on air quality, water quality and noise levels to ensure compliance with regulations).

Extract relevant information from images and videos, identify objects or patterns and detect anomalies (e.g., Surveillance systems that alert authorities about suspicious activities, analysis of street and traffic cameras in real time to make the best use of public transport, reduce pollution and manage the flow of traffic).

Process and analyse written or spoken language to extract information, sentiment analysis and respond automatically (e.g., conversational AI- powered platforms that help answer common inquiries).

Make decisions based on the environment: Analyse and process large volumes of data much faster than humans, and in some cases, more effectively.

Analyse large volumes of data, identify patterns and generate insights to support decision making (e.g. predictive analytics models that use historical data to forecast disease outbreaks, anticipate traffic congestion or predict housing demand for urban planning, propose more personalised healthcare plans based on healthcare analysis of patient information).

Understand and interpret complex data, and make recommendations (E.g., assist in complex decision- making processes, such as assessing eligibility for social benefits based on individual circumstances and program requirements.

Carry out those decisions: Take simple decision-making tasks off humans – freeing up time for front-line workers to focus on activities that improve services and customer experience.

Magnetic resonance (MR) imaging is crucial for precise medical diagnoses, but the growing demand for MR scans requires improved efficiency and shorter wait times. AI- based image reconstruction can accelerate MR exams, enhancing productivity and cost- effectiveness. It provides high-resolution images that increase diagnostic confidence and improves accessibility for stressed or anxious patients. Shorter exams and accurate scans enhance the patient experience and reduce scanning time thus freeing up valuable diagnostic resources.

By strengthening their services to provide outstanding customer experience, governments can generate several benefits:

Further resources relating to how we aim to use real automation when we work.

Our service principles that relate to use real-automation.