6 Matching Annotations
  1. Aug 2020
  2. Nov 2019
    1. However, PIPA is the agency's first standalone bot, meaning it can be used across multiple government agencies. Crucially, the bot can be embedded within web and mobile apps, as well as within third-party personal assistants, such as Google Home and Alexa.  According to Keenan, the gang of five digital assistants released so far by the DHS have answered "more than 2.3 million questions, reducing the need for people to have to pick up a phone or come into a service centre for help.” “This is what our digital transformation program is all about – making life simpler and easier for all Australians.”

      Scope of PIPA

    1. uman Services has a number of public-facing chatbots already. The newest of them is ‘Charles’, launched last year, which offers support for the government’s MyGov service.Others include ‘Sam’ and ‘Oliver’, both of which launched in 2017. The department’s customer-facing digital assistants have so far answered more than 2.3 million questions. Human Services also uses a number of staff-facing chatbots. In November Keenan revealed that the department had launched an Augmented Intelligence Centre of Excellence, which the minister said would boost collaboration with industry, academia and other government entities.

      Chatbots that exist

    1. Before implementing Alex 2.5 years ago, IP Australia staffers were taking 12,000 calls per month."Now I'm not saying Alex was the only intervention we had, but it was one of the main ones. Acting on the insights we were getting from Alex, we're now down to 5,000 calls per month and still dropping," Stokes said. "The value for money and return on investment is quite good."

      IP Australia using chatbox named Alex to reduce calls received

  3. Oct 2019
    1. “Productive engagement requires policy development and delivery staff to understand each other and to trust each other. Sometimes, policy departments are trying to keep things very quiet, because we don’t want things to leak, but that often risks not [having] a fulsome piece of advice to give to government, so a balance needs to be struck.”

      Quote from DHS Secretary

  4. Feb 2019
    1. Abandoning the ‘command-and-control’ model of organisation has been part of the modernising paradigm shift experienced by companies in recent decades; little beyond the introduction of computers has taken place in governments in this respect. Instead, following a neoliberal recipe, the primary ‘new’ practice has been to outsource public services or to establish so-called ‘public–private partnerships’. This has been done in the name of efficiency, and under the assumption that the private sector knows best and will save the state money. In most cases, as Colin Crouch shows in his chapter in this volume, such expectations have not been fulfilled.42

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