Virtual is the New Face of Government

As customers and consumers become more comfortable using technology it only stands to reason that government, traditionally behind the private sector when it comes to things like process innovation, would also be utilizing technology more and more. The use of Artificial Intelligence (AI) has been playing an ever-expanding role into public systems for years. However, the bridge between government-based AI and citizens appears to be ready to evolve. According to industry leaders, the next phase of customer contact and information sharing will be Virtual Reality (VR) or Augmented Reality (AR). And, as AR and VR are expected to play ever increasing roles in the coming decade, systems and those associated with them will have to find new ways to grow and develop.

The increased implementation of virtual interactions, whether it be VR or AR, is likely to have a very visible impact on the human side of government. As systems continue to utilize AI more consistently they should start to be linked to VR or AR experiences that allow for more immersive, solution-based experiences for those accessing system. The upshot of this virtual government should be a system that people who are used to technology will recognize and be comfortable with.

As an example of what this can look like, from a real-world application, one need only look to the Department of Defense where inroads for this technology are being spearheaded. The DOD is linking drones with soldiers as a new way to gain information. The Extended Reality (XR) goggles that unite soldier and equipment are training the next wave of combatants in a hybrid virtual-physical environment. And it is this real-world application that most closely mimics gaming scenarios used by thousands around the world. Obviously, citizens would utilize different methods to link to government information but, as an example of what is possible, the DOD’s efforts do demonstrate how to link people and systems in a real time situation is seen as a step forward.

The impact of these advanced applications of technology will be felt in two areas. The first will be in the customer experience. The second will be in the type of person and companies hired by the government to create and operate these systems. The driving force, technology, will need to be understood by those accessing it. And, on a more functional level, how the government implements these AR/VR technologies will require a more tech savvy employee as well.

So, as we look to the future and how our daily life will continue to evolve, it is important to recognize the need to create strong ties between the public and private sectors. The need for tech savvy companies to work to develop strategies to help the government has never been greater. And, as the future continues to unfold, government systems will be even more reliant on existing and emerging technologies.