19366_Authority_August

municipalauthorities.org │ 51 Preserving Institutional Knowledge There is certainly risk involved in losing institutional knowledge in many authorities. A retiring employee may have a wealth of knowledge regarding the background of policies; they may recall the reasoning behind a specific project; they may recall where important records are housed. These types of pieces of information are very beneficial to an organization but are often not documented anywhere. As organizations transition from one generation of employees to another; preserving this knowledge is essential. An AI system can assist with this by providing a means for existing organizational information to be organized and made readily available. Instead of having to rely on an experienced employee to answer frequently asked questions, employees can use the AI system to search across approved documents and records for needed information. This process will enable new employees to learn faster and alleviate some of the interruption experienced by experienced staff members who receive frequent requests to answer mundane inquiries. Improving Customer Access to Information Customers' access to information concerning municipal authority operations is becoming more demanding due to increased expectations from customers for timely availability of information. Questions such as: • How do I initiate water service? • Where can I pay my bill? • What are the current rates and fees? • How do I report an emergency? • When is the next board meeting? • What permits are necessary for establishing a new connection? While each of these questions seems elementary, they generate large volumes of incoming telephone calls and email messages. Tools powered by AI which provide customer service can respond to common questions 24 hours per day based upon approved authority information. This increases access for customers and enables staff members to focus on more complex issues requiring personal involvement. There is no intention to completely remove human interaction. Rather it was designed for customers to have immediate access to routine information, freeing staff members to focus on higher value activities. Supporting Employee Productivity Many municipal authority employees hold multiple positions. For example, one employee may act as the primary point-of-contact for customer service, manage records, prepare meetings, communicate with customers, and provide general administrative support. AI can significantly reduce the amount of time used to search for information, draft routine correspondence, summarize documents, and determine answers related to internal organizational records. Even small reductions in non-productive time can produce significant results when there is limited employee bandwidth. By removing redundant administrative tasks, municipal authorities can enable employees to pursue strategic goals, develop infrastructure plans, build relationships with customers, and maintain operational efficiency. Responsible Use Matters Like all technologies, AI needs to be adopted responsibly. Authorities need to define their own policies and procedures relating to Data Security and Privacy, Document Management and Oversight, Human Review and Approval etc... Employees should also understand how AI works and where the source data originates from and how outputs are evaluated. Successful Organizations View AI as a Governance Tool and Workforce Resource rather than simply a Technology Project. Some possible items municipal authorities may wish to evaluate include: • What information should be accessible via an AI System? • How will information be managed and updated? • What security measures will be taken? • How will employees be educated/trained? • What evaluation/oversight processes should be developed? Once you identify your requirements you can successfully implement AI to enhance public confidence while achieving tangible benefits. Continued on page 65. u sinG Ai to mAKe releVAnt informAtion AppeAr rApidly while AllowinG employees to mAKe deCisions , etC ., Could mAKe teChnoloGy into A tool thAt supports employees insteAd of replACinG them .