Service Innovation & Technology
Enhancing Service Innovation and Efficiency Through Advanced Technologies and AI
Greater demand for services combined with higher levels of customer expectations requires confident and innovative responses to council service delivery. There is an additional urgency to this task, with the amount and reliability of local government funding failing to keep pace with need – a situation that is amplified in rural and regional areas.
Artificial Intelligence (AI) tools have the potential to change how local government services are designed and how assets are managed. Data analytics can enable faster, more efficient service delivery and decision making with confidence. At a national level, Infrastructure Australia has identified ‘digital by default’ as the desired infrastructure norm, with clear actions and programmatic intent to enable Digital Twins as a core opportunity for the infrastructure sector.
At the same time, it is critical to exercise caution and care to moderate critical issues like privacy standards, data control and security, and inappropriate or malignant uses of AI. Procurement models that aren't fit for purpose, upfront costs, a lack of joined-up data and uncertain governance combined with a skills deficit can hamper full value realization.
Local government can play a meaningful role in regulation and guidance for best practice use cases in a range of technologies – including AI. The MAV operates a procurement business that serves Victorian Councils. This provides a unique perspective into some of the challenges and opportunities facing the sector, and some points of leverage for influence.
Working in collaboration with councils, the MAVlab Service Innovation and Technology program will focus on identifying opportunities for service innovation and efficiencies through the use of data and technology.
Additionally, this program of work will address critical needs for skills and capability development, sector led leadership and coordination, comprehensive information sharing and exchange, and guidance on best practice to support future service capability development.
Learn more about current projects in this stream:
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