Evaluation of the effectiveness of using GenAI tools in government setting

Case Study

The client requested PwC to evaluate the potential of leveraging Generative AI tools to improve the internal document handling process. The project involved the development of a solution that utilises vector database in tandem with generative AI to search for relevant documentation and respond to documentation-related questions. The project also involved producing a report that maps the legal, ethical and regulatory risks and provides recommendations for their mitigation.

PwC’s approach

By using a holistic approach to map the situation, PwC developed an minimal viable product (MVP) that has proved the feasibility of such solution in the government sector. PwC also created a report that explains the risks related to generative AI and provides recommendations on how to eliminate them in the future. The main objective was to confirm it is possible to deliver successful implementation of a generative AI solution that significantly reduces the administrative burden for the public sector employees.

The project results align with the long-term vision of integrating AI in the government sector, thus equipping employees with the latest innovative technologies to deliver high-quality services to the citizens.

Project deliverables

Microsoft Azure OpenAI
Integration of Microsoft Azure OpenAI and Web application
Retrieval-augmented generation
AI framework for improving the quality of LLM-generated responses by basing the model on external sources
Regulatory, Legislation and Ethics
Comprehensive report on the risks and mitigation strategies of utilising AI in public sector operations

What are the benefits?

The client now understands the requirements for the use of generative AI in the government sector.
The proof of concept (PoC) application proved the benefits of Generative AI tools.
The client aims to introduce new features to positively impact the employees’ and citizens’ government services experience.