Government faces a perennial challenge: having enough resources to effectively carry out their mission and deliver services. Budget constraints and pending retirements are putting a strain on operations, resulting in huge backlogs of work. What’s more, citizens are demanding better, more consumer-friendly services.
Intelligent automation encompasses a range of technologies from robotic process automation to highly sophisticated cognitive technologies, including machine learning, natural language processing, and artificial intelligence.
How KPMG can help
KPMG is a pioneer in providing intelligent automation solutions. We take a business-first approach, working closely with our clients to pinpoint the exact business challenge they are trying to overcome. By focusing on the mission objective, we help agencies determine the best technology capability that can be integrated with their existing solutions that also aligns with their strategy. We have worked with agencies on a full range of intelligent automation projects, from process automation to advanced cognitive applications, to enable cost management, customer engagement, and risk management.
- Opportunity assessment
- Intelligent automation strategy and business case
- Vendor and technology insight
- Solution design and integration
- Pilot stand up
- Center of Excellence design and stand up
Common use cases
Unstructured Document Ingest and Review
Many government programs and functions rely on processing paper-based and electronic forms, applications and records to assess compliance, provide services and fulfill mission tasks. These processes can be streamlined by applying optical character recognition, natural language processing, and machine learning capabilities to ingest any type of document and customize content to specific objectives for data extraction, comparison, and review.
Intelligent Government Interactions
Improve customer experience, enhance service agent job satisfaction, provide unified answers to citizen inquiries, and improve access to content by leveraging AI to address the five main customer interaction channels—email, voice, chat, virtual assistants, and search.
Cognitive Contract and Regulatory Review
Procurement and acquisition offices can significantly reduce the time, effort, and costs associated with manual contract review and variance identification by applying AI tools to analyze and predict compliance.
HR, finance, procurement and other offices are deploying RPA to automate routine tasks in order to free up time for staff to work on higher level tasks.