Driving Digital Government Through Modern Information Management and AI

In today’s rapidly evolving digital landscape, governments worldwide are under increasing pressure to enhance their digital presence and improve citizen engagement. The path forward lies not just in digitisation, but in reimagining how data is organised, accessed, and used.  

Achieving this rests on the ability to leverage modern information management (IM) practices and the transformative power of AI.  

I was recently very fortunate to spend some time in New Zealand at the “Driving Digital Government Through Modern IM Practice” event, where we discussed insights into how modern IM practices can drive government digital transformation.

The journey towards digital government begins with understanding the current landscape and the challenges that lie ahead. It’s important to explore how these two elements – IM and AI – can drive digital government initiatives to make public services more efficient, transparent, and responsive, but in a way that maintains integrity in line with the public’s expectations.

The session emphasised the importance of recognising what you don’t know, automating routine tasks, and defining exceptions to streamline processes. This foundational approach sets the stage for more advanced IM practices. 

The Role of Information Management in Digital Government

Effective IM is the backbone of any successful digital government initiative. It involves the systematic control of information to ensure it is accessible, reliable, and secure. Modern IM practices focus on several key areas, but only a solid IM platform can kickstart this process.  

Having a modern IM platform is the launchpad for digital transformation — allowing public sector institutions to apply consistent taxonomies and metadata to make information easy to find, trustworthy, and accessible. By designing systems for seamless AI integration, government agencies can ensure that their data is structured for efficient ingestion and contextual relevance. This approach not only enhances data management but also prepares the organisation for future AI-driven initiatives.

This requires programs to examine: 

1. Structured information. Well-managed, structured information is essential for the success of AI projects. Without it, AI initiatives are likely to fail. A modern IM platform acts as a launchpad for AI, ensuring that information is findable, usable, and trustworthy.
2. Compliance and security. Governments must comply with various regulations and standards, such as the Public Records Act and the New Zealand Government’s Protective Security Requirements (PSR). Effective IM practices help manage information by exception, align with modern standards, and ensure robust classification, access controls, and retention policies are in place.
3. Automation and efficiency. Automating routine tasks and standardising processes can significantly reduce administrative overhead and improve efficiency.

One of the best examples is the New Zealand Ministry for Regulation, which used a large language model (LLM) AI to process over 22,000 public submissions on the Regulatory Standards Bill. Initially, the ministry faced challenges due to the sheer volume and inconsistency of submission formats — ranging from emails to online forms. To address this, they collaborated with an independent research organisation and implemented a structured logic model to classify submissions.

The AI system was able to automatically classify submissions and extract key metadata, such as sentiment, stance, and requested actions. It could then provide summaries that significantly reduced manual processing time. This approach was complemented by manual review of a sample of submissions to ensure accuracy and thematic analysis, maintaining human oversight and transparency.  

The result was a dramatic improvement in processing efficiency, aligning with your description of an 80% reduction in time and enhanced policy insights.

Harnessing AI for Public Sector Digital Tranformation

AI has the potential to revolutionise government operations by automating processes, enhancing decision-making, and improving citizen services. Here are some ways AI can drive a digital government: 

1. Structured information. Well-managed, structured information is essential for the success of AI projects. Without it, AI initiatives are likely to fail. A modern IM platform acts as a launchpad for AI, ensuring that information is findable, usable, and trustworthy.
2. Compliance and security. Governments must comply with various regulations and standards, such as the Public Records Act and the New Zealand Government’s Protective Security Requirements (PSR). Effective IM practices help manage information by exception, align with modern standards, and ensure robust classification, access controls, and retention policies are in place.
3. Automation and efficiency. Automating routine tasks and standardising processes can significantly reduce administrative overhead and improve efficiency.

Building a Foundation for AI Success with IM

To fully realise the benefits of AI, governments must first establish a solid IM foundation. This involves: 

1. Auditing and standardising information. Governments need to audit their information landscape, assess data structure and consistency, and standardise metadata. This ensures that information is reliable and ready for AI integration.
2. Training and change management. Staff must be trained to understand their roles in the new digital environment. Hands-on system training and embracing the “by exception” model can help staff transition from routine file-keeping to strategic information management.
3. Embedding security. Security must be integrated into daily routines to protect information effortlessly. Modern IM platforms embed security controls, making secure behaviours second nature and fostering a culture of security awareness. 

AI and IM: The Future of Digital Government

The journey towards a digital government is a complex but rewarding endeavour. However, it’s a strategic leap, not a slow crawl. By leveraging modern IM practices and the transformative power of AI, governments can enhance their digital presence, improve citizen engagement, and drive efficiency in public services. As we move forward, the integration of AI and IM will be crucial in shaping the future of digital government.