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Wisconsin Utilises AI, Cloud to Modernise Licensing Operations

Wisconsin’s Department of Safety and Professional Services (DSPS) is partnering with tech companies to enhance Wisconsin’s occupational licensure review and adjudication. The Artificial Intelligence (AI) platform will automate certain data entry tasks that are currently conducted manually. This will improve the customer experience and will expedite entry to the credentialed workforce in Wisconsin.

DSPS currently issues licenses for more than 240 occupational fields. The department issues credentials to most health care providers, including physicians, nurses, pharmacists, dentists, physical therapists, and more. It licenses about 1.1 million people every two years.

Our credentialing process is almost 100% manual. That is because applicants fill out a paper form and mail it in, leaving department employees to decipher the handwriting and enter the data into the agency’s database. Automating that process is going to be a great step in terms of licensing applicants much more quickly and helping our process be much more accurate.”

– Dawn Crim, Secretary, Department of Safety and Professional Services

Currently, several teams handle data entry, but with the new solution by using their expertise in reviewing applications and processing and interacting with the customer. The tech companies are working to enable AI to automate data extraction from emails and attachments and send the information to DSPS’ database. It will also link necessary attachments such as degrees or certifications to the applications, with administrators being alerted to review any mismatches.

In addition to easing data entry, the technologies could help with customer service. For instance, virtual assistants could help in many permutations of the process. Because the process for each license is governed by statutory authorities and regulations, there tends to be a specific workflow for each industry. Virtual assistants could help point callers to the resources they need.

Although the different industries have different requirements, there are questions common to all licensing types. They use a natural language understanding platform that lets agencies design and integrate a conversational user interface into applications. The AI can comb through processes and statistics, such as how many calls virtual assistants deflect from staff. With those statistics, DSPS can make data-informed decisions about regulations, processes and procedures.

This modernisation effort is part of the second of a three-phase effort the state is pursuing. The first phase focused on the state’s construction industry, including replacing the regulated objects system, a 20-year old software application used for commercial building inspection permits, plan reviews and credentialing.

The third phase will address the complaint process. DSPS has more than 100 councils, committees and boards that govern the industry, so DSPS wants to use technology to study where complaints are coming from and whether they can be attributed to regulations or licensed professionals themselves.

Many U.S. Government agencies have leveraged the power of AI to achieve their goals more efficiently. As reported by OpenGov Asia, Yolo County District Attorney has had robust discussions with community members about the implicit or explicit bias that may occur in the criminal justice system. Prosecutors have nearly absolute discretion to charge or dismiss criminal cases. There is concern that these high-stakes judgments may suffer from explicit or implicit racial bias, as with many other such actions in the criminal justice system.

Yolo DA decided to address this potential problem by announcing the official launch of a first-of-its-kind Race Blind Charging (RBC) programme. The office then has been using the algorithm, developed by the Stanford Computational Policy Lab (SCPL).

By using a first-of-its-kind Race Blind Charging software program, Yolo County will ensure that their decisions on whether to charge someone with a crime are not infected by any real or perceived bias. This innovation will also help improve public confidence in the procedural fairness of the criminal justice system.

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