Automation of Public Services and Operations

Automation is the application of technology to carry out operations with the least amount of human interaction. It has revolutionised industries all around the world. Automation in the context of public services refers to the use of robotics, AI, machine learning (ML), digital technologies, and robotics to improve service delivery, simplify operations, and increase the effectiveness of government systems. The government's efforts, the growth of digital infrastructure, and the nation's booming IT sector have all contributed to India's recent notable momentum in the direction of automating public services and operations.

This change is in line with India's overarching objectives of lowering inefficiencies, decreasing corruption, strengthening public access to services, and improving governance. A growing number of facets of public administration, including healthcare, education, transportation, law enforcement, and taxes, are incorporating automation. This paper offers a thorough analysis of the automation of public services in India, looking at the scope, advantages, difficulties, and how technology is changing government. Furthermore, statistical insights would be useful in emphasising the present state of automation and its possible effects on the public sector in India.

The Public Service Landscape in India

The largest democracy in the world, India, has a broad and intricate public administration system that struggles with issues including corruption, bureaucratic red tape, and reaching underprivileged and rural communities. The Indian government has implemented many initiatives to enhance governance, with automation being a key component, in order to tackle these concerns.

Launched in 2015 by the Government of India, the Digital India program is a major component of India's digital transformation in public services. The goal of Digital India is to establish a knowledge economy and society empowered by digital means. With an emphasis on three main areas, the program encourages the integration of automation across many sectors:

 For every person, Digital Infrastructure is a Fundamental Utility

 On-Demand Services and Governance

 Citizens' Empowerment through Digital Means Automation Across Key Public Sectors Health Care

Especially in rural regions, India's public hospitals are frequently overcrowded, which is a characteristic of the country's healthcare system. Several parts of healthcare have seen the introduction of automation in an attempt to mitigate some of these issues.

Telemedicine: In India, telemedicine services gained popularity quickly, especially during the COVID-19 epidemic. Physicians can remotely monitor and diagnose patients thanks to AI-driven platforms and automated diagnostic technologies. For instance, since its launch, the e-Sanjeevani platform has enabled more than 2 million tele-consultations nationwide.

Automated Health Information: The goal of the Ayushman Bharat Digital Mission (ABDM) is to provide all people with digital health IDs so they may easily access their medical information. More than 14 crore health IDs had been created by 2023, enabling people to safely exchange their medical records with medical professionals, hence lowering mistakes and treatment delays.

AI in Diagnostics: AI-powered diagnostic instruments are being utilised more often for cancer and TB screening. For instance, Indian public health institutions have worked with Google Health to employ AI to more accurately identify diabetic retinopathy, which has reduced the demand for specialised physicians in remote regions.

Education

India's educational system, particularly in public institutions, is beset by issues including insufficient funding, a scarcity of teachers, and unequal access to high- quality education. Some of these gaps are being filled in part by automation technology.

Digital Classrooms and e-Learning Platforms: as of 2023, over 10 million students have registered for the government's Massive Open Online Courses (MOOCs) on the SWAYAM platform. In a same vein, e-learning materials that are in line with the curriculum are made available to millions of instructors and students via the DIKSHA platform (Digital Infrastructure for Knowledge Sharing). 

Figure 1: Digital Education

Automated Grading and Assessment: In several states, assessment technologies driven by artificial intelligence have been implemented to automate exam grading, facilitating a more rapid and impartial assessment of student performance. This has been particularly helpful for extensive exams such as the CBSE Board Exams.

Systems Tracking Systems: To lower dropout rates and make sure that educational resources are more effectively targeted, states like Andhra Pradesh and Karnataka have put in place biometric attendance systems and AI-based student monitoring platforms.

Traffic Control and Transportation

Automation is being utilised in transportation to lower traffic, increase public transportation safety, and boost the effectiveness of traffic control systems.

Intelligent Traffic Systems (ITS): AI-based traffic management systems have been implemented in cities like Delhi and Mumbai. These systems track traffic patterns in real-time and modify traffic signals accordingly. For example, the Delhi Traffic Police use an AI-driven system that has decreased traffic congestion in some high-traffic locations by more than 30%.

Automation of Public Transportation: Indian Railways, one of the world's biggest networks of public transportation, is automating a lot of its operations. This covers the implementation of automated rail operations, real-time train tracking, and automated ticketing systems. More than 80% of Indian Railways ticket sales as of 2023 came from automated internet platforms including IRCTC.

The Smart Cities Mission: This mission initiated by the Indian government in 2015, incorporates automation into the processes of urban planning and management. Many of the 100 communities chosen for the project are putting automated surveillance systems, smart traffic systems, and waste management techniques into place.

The Judicial and Law Enforcement Systems

The judicial and law enforcement institutions in India, which are frequently criticised for their inefficiencies and delays, are also being streamlined via the use of automation.

AI-Powered Surveillance: Several cities are using automated surveillance technology, such as face recognition systems, to monitor public areas and instantly identify any illegal behaviour. A National Automated Facial Recognition System created by the National Crime Records Bureau (NCRB) makes it easier for Indian police forces to find offenders on the loose.

Online Dispute Resolution and e-Courts: The E-Courts project was started with the goal of automating case administration and facilitating online hearings in order to lessen the workload on the judiciary. By 2022, the e-Courts platform had handled over 40 million cases, and more than 5,000 courts were doing hearings via video conference.

Automated Fine Collection Systems: Automated systems connected to CCTV networks are now used in several cities to collect traffic fines. In places like Bengaluru, automated challan systems have raised compliance rates and decreased the need for physical enforcement.

Financial Services and Taxes

Automation of financial services and the tax code has increased efficiency in government finance operations, decreased tax evasion, and improved compliance.

GST (Goods and Services Tax): An automated online filing system was launched in tandem with the Goods and Services Tax (GST) introduction in 2017. More over 1.3 crore taxpayers were enrolled with the GST system as of 2023, and the vast majority of them filed their taxes online. Businesses and tax authorities no longer have to spend as much time manually reconciling returns and creating invoices thanks to automated processes.

Income Tax Filing: An automated e-filing system, with AI-based tax return examination, has been implemented by the income tax department. By 2023, more than 90% of tax returns had been filed online, and AI-powered systems had identified situations that needed more examination, cutting down on human judgement and potential prejudice.

Public Financial Management System (PFMS): By ensuring that pensions, subsidies, and other government payments are immediately deposited into recipients' bank accounts, this automated system lowers corruption and leakage. PFMS processed more over ₹7 trillion in transactions as of 2022.

Automation's advantages for Public Services

1. Effectiveness and Quickness: Thanks to automation, public services may be processed more quickly. This cuts down on the time needed to complete jobs like processing tax returns, managing traffic, and issuing certifications. In some processes, such as automated ticketing and diagnostic systems, the employment of AI and robots reduces human error and increases accuracy.

2. A Decrease in Corruption: Automation lessens the need for human involvement in corrupting operations, such granting licenses, permits, or subsidies. Bribery and favouritism are less likely when there are fewer in- person encounters between the public and public authorities. For instance, India's Direct Benefit Transfer (DBT) system makes sure that pensions and subsidies are paid to recipients directly, which minimises financial leakage and fights corruption.

3. Financial Savings: Automation can have a major upfront cost, but there are long-term advantages in the form of decreased labour expenses, more productivity, and fewer errors. Automated systems free up human resources for more sophisticated and valuable work by reducing the need for labour- intensive, repetitive operations.

4. Better Provision of Services: Automation raises the standard of public services by increasing their consistency, accuracy, and timeliness. Through digital platforms, citizens may access services around-the-clock, decreasing their reliance on physical offices and doing away with the need to stand in queue.

5. Increased Accountability and Transparency: Every contact and transaction generated by digital systems is recorded, which facilitates tracking and auditing the provision of services. Increased accountability among government officials and agencies is a result of this transparency. Automated grievance redressal systems, for example, let people know how their complaints are progressing in real time and guarantee that their issues are resolved quickly.

India's Difficulties in Automating Public Services

Digital Divide: Although internet usage is rising, 35% of Indians still do not have access to it, particularly in rural regions. This makes it difficult for them to make efficient use of automated services. In contrast to metropolitan regions, where internet penetration was 70%, rural areas only had 38% as of 2023.

Opposition from Workforce: Government employees are worried about losing their jobs as a result of automation. Workers in the public sector are afraid of being replaced, and unions frequently resist automation programs, which slows acceptance in industries like municipal services.

High Initial Costs: Although automation saves money over time, it requires a large initial outlay for technology, infrastructure, and training. For instance, the Smart Cities Mission allotted ~$25 billion, or ₹2.05 lakh crore, but budgetary restrictions caused delays in several cities.

Data Security and Privacy Issues: Large volumes of personal data are collected and processed by automated systems. Over 50,000 assaults on government networks were documented in 2023, bringing attention to public system vulnerabilities and posing privacy issues.

Skills Gaps and Training Requirements: Public sector employees frequently lack the technical know-how required to run automated systems. According to the National Skill Development Corporation (NSDC), 90% of public officials need to be upskilled to properly exploit AI and other new technologies.

India's automation of public operations and services is improving efficiency, transparency, and service delivery, which is changing governance. Government efforts like e-Courts, the Smart Cities Mission, and Digital India show how committed the government is to using technology. Over 2 million tele-consultations have been made possible by automated systems like e-Sanjeevani, and 80% of train ticket purchases are now done online, demonstrating the quick uptake of digital solutions.

There are obstacles in the way of complete automation, though. With 35% of people without internet access and 38% of people living in rural areas, there is still a persistent digital divide. Particularly in smaller towns and municipalities, resistance from the workforce and hefty initial expenses are further obstacles to advancement. With over 50,000 assaults on government systems documented in 2023, security is still a major worry. Strong data protection regulations are therefore required.

Automation is anticipated to produce long-term benefits, including lower operating costs, less corruption, and more focused service delivery, despite these obstacles. The potential for automated governance will increase as India develops its digital infrastructure and upskills its labour force. Automation can close service gaps and provide the 1.4 billion people living in the nation with speedier, more dependable and more inclusive public services if efforts are made consistently.