How GOV.UK Is Pioneering Governmental Digital Transformation
In the pursuit to overtake and keep up with competitors, enterprises large and small are racing to implement digital transformation across their operations.
Yet, it's not just enterprises who are engaged in the pursuit. The UK Government is also making plays to optimise how they deliver services to its citizens.
Usually slower to adopt technological innovations then the private sector, the GOV.UK platform has partnered with Google Cloud and digital transformation consultancy Kin + Carta to improve the search services of its portal.
AI: a game changer for governments
Recognising the importance and advanced capabilities AI can offer its services, The UK Government Digital Service (GDS), part of the Department for Science, will be working on a new search engine for GOV.UK.
This search engine is powered by Google Cloud's Vertex AI Search, a sophisticated AI-driven solution.
The new search engine utilises natural language models that reflect the more conversational nature of modern search queries.
"We have brought together the power of our Vertex AI Search capability to ensure that the public quickly finds the information and services that they need,” says Iain Burgess, Director of Public Sector, UKI at Google Cloud.
This approach aims to create a digital service that is both accurate and accessible to the public, catering to the evolving ways in which people seek information online.
- A 14% increase in users clicking through to relevant results
- An 11% decrease in search refinement
- An 8% reduction in users leaving the site from the search page
These statistics suggest that users are finding the information they need more quickly and easily than before.
Enhancing accessibility and efficiency
GOV.UK is one of the most visited websites in the UK, housing over 700,000 pages of vital information and services for the public.
The sheer volume of content makes effective search functionality crucial for navigating the site.
“The way people search has fundamentally changed since the launch of the GOV.UK website, so you need a search function that reflects modern search behaviour and language,” says Karl Hampson, CTO of Data & AI Europe at Kin + Carta.
The implementation of AI in the search function is not just about improving user experience; it also aims to reduce the long-term maintenance work required by the GOV.UK team.
This efficiency gain allows government resources to be allocated more effectively, potentially leading to further improvements in digital services.
A government trailblazing digital transformation
This initiative represents a significant step forward in the UK government's digital strategy, demonstrating how AI can be leveraged to improve public services.
“Our goal is to make that experience as seamless and efficient as possible.... Our new AI-powered search engine delivers faster, more relevant results and makes it easier for everyone - regardless of their digital skills - to find what they need," says Minister for Digital Government and AI, Feryal Clark.
As governments worldwide grapple with the challenges of digital transformation, the success of this project may serve as a model for other nations looking to enhance their online public services.
"The new search breaks down barriers to finding government services, meaning that non-digital natives, and those who need these services most can now use natural language to find what they need,” concludes Sam Ineson, Director of Public Sector at Kin + Carta.
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