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Chapter 33
Non-Defense Government Services and Operations

Amelia A. Baldwin, Paul L. Bowen, and Linda Gammill


CONTENTS

1. Introduction
2. Background
2.1. Strategy of Development
  2.2. Factors Motivating Expert System Development
  2.3. Factors Inhibiting Expert System Development
3. Applications
3.1. Environmental Applications
  3.2. Construction and Planning Applications
  3.3. Law and Law Enforcement Applications
  3.4. Social Services Applications
  3.5. Taxation
4. Research Issues
4.1. Transitioning
  4.2. Training and Job Issues
  4.3. Technical Assistance
  4.4. Fraud, Waste, and Abuse
  4.5. Planning
  4.6. Forecasting and Measurement
5. Future Trends and Summary
References

1. INTRODUCTION

Comparatively little attention has been given to the development and use of expert systems by governmental bodies or for governmental applications. Governmental-related expert systems are motivated by the regulatory role of government and pressure to reduce the size of government while increasing the quality of the services provided.

Due to their size and the unique characteristics of their environments, governments may reap more of the benefits associated with implementation of expert systems than organizations in the private sector. These benefits include managing complexity, promoting consistent responses, providing effective training, retaining organizational knowledge, and sharing and disseminating scarce expertise. Unfortunately, governments face difficult challenges in developing, implementing, and updating expert systems, e.g., short-term orientation of government officials, short-term view of voters, and many activities competing for limited funds.

This chapter reviews the motivation, benefits, development, and use of expert systems in the public sector, specifically for services and operations. This chapter first discusses the background of expert systems development in government, including factors that motivate and inhibit such development and the strategy of developing expert systems for government. Then, examples of governmental expert systems are illustrated. Research issues are addressed, followed by a brief discussion of future trends.

2. BACKGROUND

Many areas of government can benefit from the proper development and use of expert systems technology. The possibilities are practically endless. Expert systems can be used to overcome some of the unique problems faced by governments. For example, expert systems can help overcome inconsistencies in government service caused by periodic changes in personnel due to political changes or scheduled rotation of personnel. Expert systems can help smooth the transition from one administration to another by reducing the learning curve for newly elected officials and political appointees.

Diplomats who change posts on a frequent basis can learn about the unique characteristics of their new host country using an expert system tutor. Expert systems can train unskilled or underprivileged citizens to prepare them for employment in government or the private sector. Expert system tutors can also be used to train government workers for new job tasks.

The regulatory role of government is immense. Much of government is characterized by a plethora of rules and regulations that must be followed. Expert systems can be used as knowledge compliance systems, which insure that actions comply with complex government rules and regulations.

Expert systems can be used to provide information to citizens through either manned or unmanned help desks. For example, the IRS often has difficulty during the height of tax season handling the many requests for tax assistance and information. A shortage of knowledgeable technicians is particularly trying at this time of the year. An expert information system cannot only provide consistent service to the public, but can decrease the work overload on IRS personnel at tax time. Only a handful of people have an in-depth knowledge of some sections of the tax code. Expert systems can facilitate the knowledge sharing and dissemination of that specialized knowledge and expertise.


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