Artificial Intelligence

The situation
Today’s organizations are ever focused on enhancing productivity and efficiency. While an increasing number are considering AI to help them realize these goals freeing up their workforce from manual, time-consuming tasks—the planning, creating, and implementing of customized AI tools can be a stumbling block.

That was the complex challenge facing a major international alliance focused on global security and defence: it was looking to build a ChatGPT-like GenAI solution for document analysis and AI Assistant tasks, but with more advanced capabilities than the norm. At first, they attempted to build this tool internally but encountered significant challenges with feature integration and scalability for future growth. This led them to issue a Request for Proposal (RFP) to solicit external help in finding a GenAI solution that could meet their stringent requirements.

The solve
Deloitte was selected to develop the required solution. Collaborating closely with the client, we spearheaded multiple agile phases with them so that we could incorporate their feedback and make real-time adaptions to ensure alignment with their goals. We then collaborated with their developer teams to run a three-day hackathon to co-develop user stories to create the necessary prototype. As a result, we successfully reduced the overall development time by half. We also shared our insights and lessons learned with the client based on our own experience from implementing internal GenAI productivity tools at Deloitte. Leveraging this previous experience, we designed a working prototype tailor-made for the client to improve efficiency and address specific use cases for different departments.

The impact
The first phase of this project, deploying a customized and working prototype, was successfully completed based on 40 user stories out of the 60 identified. The client has observed promising results with various departments, including procurement, operations, finance, communications, and intelligence, who have begun to see increased efficiencies with the tool. Looking ahead, the client is eager and well-positioned to advance to the next phases of their tool, intending to focus further on scalability, adoption, and security.

The situation
Social workers at a government agency dedicated to supporting their community’s well-being face a significant challenge: making timely clinical decisions to support the children and families in their care, grounded in their organization’s high volume and complex policies. They need quick, reliable, and relevant support, but their existing tools cannot provide real-time assistance. This complexity often leads to delays and additional required consultation to inform decision-making, impacting the overall effectiveness of policy application within the organization.

The solve
To address this issue, Deloitte collaborated with the organization to conduct a thorough analysis of how social workers interacted with current policy application processes and identify their specific pain points. This analysis helped document the essential features needed in the solution. Additionally, we held strategic sessions with the client’s chief technology officer (CTO) office to align their current and long-term technology roadmaps. This joint effort ensured that any new solutions we designed not only addressed immediate needs but were also scalable to support sustained adoption and growth for both technical and business users.

Leveraging the generated insights, we designed a policy navigator solution designed to access relevant policy information quickly and direct references to pertinent sections of lengthy policy documents. During the user testing phase, when testers previously attempted to manually look up a specific policy direction for a complex situation, it took them up to 3 hours to find the necessary information. With the new tool, the time taken to look up the same policy was reduced to 2 seconds.

The impact
The introduction of this user-friendly solution to the organization’s early testers marked a significant milestone. Social workers could input their queries in plain language into the tool and it would retrieve the most relevant policy documents or sections within seconds—a process that previously took hours if done manually. The tool was also intentionally designed to empower business users to keep it updated with new and revised policies and guidelines based on user feedback. With Deloitte’s ongoing support in AI strategy and implementation services, the organization is well-positioned and committed to continuously improving the tool to meet their staff’s needs for efficient policy management and access. 

While the number of patients relying on a health system at any given time may fluctuate, their immediate needs and high expectations remain the same. New developments in technology may offer help when there aren't enough clinicians available. An AI-powered Digital Teammate can see to many of the routine and non-urgent tasks, empowering health care professionals to focus on the most urgent situations.

A successful example of this approach occurred at The Ottawa Hospital, which collaborated with Deloitte Canada to pilot a life-like Digital Teammate extending care and offering patients a friendly, 24/7 source of information in English and French.