Conclusion 5

It is vital that the ODP keeps pace with advances in new technology and artificial intelligence and the implications for the changing skills its members need. The ODP has created a skills framework, which sets out the skills that staff need at different stages of their careers. However, the capabilities and expertise that its members need are changing and will require skills associated with other professions, particularly digital–for example, the capability to provide services online or via apps, and through using artificial intelligence. Automating straightforward types of demand means that staff can spend their time dealing with customers with more complex needs, or who cannot access digital services. There are examples of organisations using technology and artificial intelligence in ways that have made services easier to use and better for citizens, and that have reduced the amount of demand its staff need to service. For example, the Child Maintenance Service is using an artificial intelligence tool to identify payment arrangements which are most at risk of breaking down. If the ODP’s members have opportunities to develop the skills they need in this changing environment, then more examples of innovative and effective digital services should follow. 5 recommendation The ODP should work with the Government Digital and Data Profession to define the digital skills that ODP professionals require, and include them in the new skills framework, to support government organisations to navigate the impact of new technology and artificial intelligence and adopt it to deliver better services.