47.7% of Employees Apply Generative AI to Their Work
Utilizing In-House Developed "AI Spokesperson" and "AI Dangjigi"
Gwangju City, which is positioning itself as an AI-centered city, is accelerating the realization of AI-driven administration by actively introducing generative AI across all administrative sectors.
According to the city on May 20, a recent survey on the "current status of generative AI utilization" was conducted among all employees, revealing that 47.7% of all respondents are already applying generative AI in their actual work.
This survey was conducted from March 27 to April 4 among 2,479 Gwangju City public officials. The purpose was to gain an in-depth understanding of the rapidly expanding use of generative AI in the public sector and to establish effective policy support directions for the future.
The results showed that among those utilizing generative AI, 63.5% were using free services available without additional cost, 28.5% were using accounts supported by Gwangju City, and 8% were personally subscribing to paid services.
The most widely used service was "ChatGPT," with 94% of users utilizing this platform. The main purposes were report writing (70.8%), data analysis (9.6%), and design (1.1%), in that order. This indicates that generative AI is greatly contributing to improving the efficiency of document-related tasks. On the other hand, the main reasons cited by employees who have not yet used generative AI were "lack of user experience" (64.7%) and "not perceiving the need" (31.9%).
Based on these survey results, the city plans to implement a variety of follow-up measures to further increase the use of generative AI within the organization. To strengthen all employees' generative AI capabilities, the city will conduct hands-on, practice-oriented training sessions and expert lectures in both the first and second halves of the year. In addition, the city will continue to support digital new technology subscription fees for 60 accounts for departments and individuals in the second half of the year. This is intended to help employees gain practical AI experience and actively utilize a variety of AI tools required for their work.
Notably, since March this year, the city has been drawing attention by actively utilizing its self-developed AI staff member, the "AI Spokesperson," in administrative tasks. The "AI Spokesperson" is an innovative generative AI chatbot based on ChatGPT technology, trained on Gwangju City's press release templates, writing standards, and expression guidelines, enabling it to automatically generate draft press releases with only the input of key information.
The "AI Spokesperson" service is particularly meaningful in that it was developed in-house by Gwangju City officials and can be used easily without additional budget. By utilizing the "AI Spokesperson," employees can save time and effort in preparing press releases and perform their duties more efficiently.
Additionally, the "AI Dangjigi," which was specially recruited for the first time among metropolitan cities in August last year, is also being recognized for playing a significant role as a duty officer by handling 84% of duty-related civil complaints, thereby leading improvements in civil service convenience and administrative innovation.
In fact, from August last year to February this year, the "AI Dangjigi" received a total of 9,853 civil complaint calls over seven months and handled 8,272 cases, accounting for 84%. Of these, 768 were civil complaint reports such as public transportation dissatisfaction, and 5,941 were simple responses, totaling 6,709 civil complaint responses.
The "AI Dangjigi" improved convenience by responding to duty calls in real time (via voice and visual ARS), then automatically connecting to the relevant complaint-handling agencies, such as the five autonomous districts and the General Construction Headquarters, or forwarding to the responsible department.
Park Hyemi, Director of Data and Informatization, stated, "The use of generative AI to improve work efficiency and creativity is gradually spreading," and added, "Gwangju City will actively support all employees to naturally adapt to digital transformation through customized education and continuous support, and will expand the application of AI technology throughout administration to drive administrative innovation."
Meanwhile, the city plans to continue playing a leading role as an AI-centered city by actively introducing AI technology across all administrative tasks to provide citizens with more efficient and smarter administrative services. The city will also continue to invest in advancing its self-developed AI models and discovering new AI services to steadily promote AI-based administrative innovation.
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