The industry leaders touched upon several important topics. Shri Santosh Mishra, Partner, PWC discussed that the e-Services should be inclusive through use of GenAI and by building the responsible AI framework. Shri NSN Murthy, Partner, Deloitte discussed how GenAI could enable personalized experience,
optimisation of delivery, empower decision making through innovative solutions. Shri Nilaya Varma, CEO, Primus Partners mentioned that the key to effective service delivery is to focus on Service and not on technology alone. He stressed that the Citizen identity management and family as a unit for service delivery- besides the data management, service guarantee and maintaining the user privacy- could result in much better results. The KPMG team of Shri Chandan K Singh and Subhdeep Biswas stressed that GenAI will lead the future of service delivery in Public Sector.
They discussed the expected AI path in future, including the emerging trends and the challenges that the Governments will have to handle with respect to AI. Shri R. N. Shukla, Sr. Director, QCI, discussed about the e-Commerce sector and focused on building an integrated service delivery platform based on the life-cycle approach. Shri Anurag Dua, from EY highlighted on Information Standardisation Protocols and need to focus upon economic progress and outcomes by building an Expenditure Framework.
Sh. V. Srinivas, Secretary, DARPG, concluded the session by charting the way forward to focus on:
Promotion of Universalized face Authentication processes for simplification of service delivery
Incorporation of Bhashini, service plus, etc in e-governance initiatives
Immense potential of increasing the Mandatory e-Services to over 160
Focus on e-Office analytics and cyber-security measures
Usage of AI in grievance redressal
Reaching to families, as a unit, through use of technology
Push towards e-commerce initiatives
Strong media outreach to disseminate best practices
Collaboration with State/UT Government
Need for Hackathons to further learn and disseminate the Gen AI good practices.
