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Published Date::21/09/2024
The Accident Compensation Corporation has become the first government agency to trial Microsoft's Copilot, a generative AI programme, with positive results in quality and speed of work.
The Accident Compensation Corporation has become the first government agency to trial Microsoft's Copilot, a generative AI programme, with positive results in quality and speed of work.
The Accident Compensation Corporation (ACC) has become a pioneer in the use of artificial intelligence (AI) across public services, with a successful trial of Microsoft's Copilot, a generative AI programme. The trial, which began in 2023, aimed to assess the benefits of AI in boosting speed and efficiency without compromising intellectual property and privacy.
According to internal reports, four-fifths of the 300 users who participated in the trial found an improvement in the quality and speed of their work, as well as benefits for people with dyslexia or poor hearing. The AI operated on a fixed dataset and did not collect information or tap into the main client record systems, minimizing privacy risks.
The trial has sparked interest across other government departments, with the ACC's ethics panel noting that the outcome of the trial will help inform other government organizations considering the use of AI. The panel also raised concerns about potential conflicts of interest, given Microsoft's role as a provider of AI tools to a Crown agency.
The two tests, involving 25 staff and then 300, found that the use of AI not only improved service but also had a positive impact on employee wellbeing. The corporation has shared its findings with other public sector agencies and technology forums.
The main risk of using Microsoft Copilot at ACC was identified as privacy breaches of people's personal information. However, the ethics report noted that the data and prompts used by the AI were not retained, and the tool did not integrate with ACC's authoritative client record systems.
The trial has also highlighted the importance of auditing and review processes to ensure the accuracy and reliability of AI-generated content. The ACC has implemented regular reviews to keep tabs on the use of AI and has trained users on how to ask useful questions and review output.
While the trial has shown promising results, it has also highlighted the limitations of AI, including the lack of support for Te reo Māori. The assessment noted that any attempts at translation required thorough review and that qualified and recognized translators should be used.
The ACC spent $70,000 on contractors for the trials but refused to disclose the cost of the Microsoft licences. Microsoft's revenues grew to $1.2 billion in 2023, with a steady profit of about $40m.
The trial has marked a significant step forward in the use of AI across public services, with the ACC paving the way for other government agencies to explore the benefits of AI.
FAQS:
FAQS:
Q: What is the main risk of using Microsoft Copilot at ACC?
A: The main risk of using Microsoft Copilot at ACC is privacy breaches of people's personal information.
Q: How many users participated in the trial?
A: 300 users participated in the trial.
Q: What was the outcome of the trial?
A: Four-fifths of the users found an improvement in the quality and speed of their work, as well as benefits for people with dyslexia or poor hearing.
Q: What is the limitation of AI in the trial?
A: The lack of support for Te reo Māori is a limitation of AI in the trial.
Q: How much did ACC spend on contractors for the trials?
A: $70,000
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