Across the federal government, agencies are integrating Artificial Intelligence (AI) to meet the demand for better service, greater efficiency and increased engagement, and they’re doing it via multiple channels (chat, website, email, phone, etc.). As agencies embrace AI to both automate complex tasks and make data-driven decisions, the success of these initiatives depends on how well they prepare their people to work alongside these promising technologies.
In the workforce, the implications of integrating AI are broad and profound. Successful AI integration projects require a shift in thinking among government leaders and employees alike. This change impacts how they view their work, how they execute tasks and how they are prepared to excel in the workplace of the future.
We work closely with clients up front to plan the change management and communications needed to bring leadership and employees alike along to get excited about the future. This approach reduces risk to your ongoing operations and helps align the workforce around your AI vision.
Where we’re making an impact…
Improving IT support through automation
When the Internal Revenue Services’s User and Network Services (UNS) group sought to use AI to provide all 85,000 IRS employees with 24/7 support, tools, training and troubleshooting on its enterprise-wide technology deployments, they called on Wheelhouse Group.
As part of an agency-wide laptop refresh and operating system upgrade, the IRS launched “Winnie,” the agency’s first-ever chat bot and real-time virtual assistant for users. Wheelhouse managed the end-user communications about Winnie, promoting awareness and increasing usage. We also helped IT employees to understand how to integrate Winnie into their help desk operations. In her first three months, Winnie answered more than 10,000 questions with an average response time of 1.2 seconds and received high overall customer satisfaction ratings.
Promoting technology accessibility for people with disabilities
The Department of Labor recognizes that many employers are now using AI and other emerging technologies in the workplace. They understand the great potential of these tools but are also concerned about the implicit bias of these technologies. To bridge this gap, DOL tapped Wheelhouse Group to create a national coalition to ensure AI doesn’t inadvertently make it harder for people with disabilities to excel at work.
To accomplish this important goal, Wheelhouse Group leads the FutureWorks Initiative, convening diverse stakeholders to build a blueprint for the future. Together we co-create policy briefs, develop resources, author toolkits, build partnerships and grow awareness of AI fairness. We are proud that FutureWorks has earned national recognition as an innovative model for public private partnerships.
What we offer
- Organizational change readiness
- Strategic planning and road mapping
- Agile communications and tailored message development
- Executive coaching to improve AI-based decision-making
- Workforce skill gap analysis and development plan
- Tracking qualitative and quantitative metrics