Artificial intelligence (AI) has the potential to transform how organisations design and deliver services. This article explores the practical applications of AI in enhancing operational efficiency, improving service delivery, and supporting strategic objectives in areas such as administration, organisational management, and decision-making. As a case study, we examine the modernisation of the building permit process in the city of Mäntykylä, an imaginary Finnish city navigating the digital transformation of its building permit process. The example illustrates AI’s role not just as a technological enabler but as a key driver of service improvement and organisational development—helping to simplify bureaucracy, reduce processing times, and improve the overall experience for citizens.
This article follows the principles of the Business Technology Standard (BTS), a best-practice framework for integrating business and technology in service-oriented organisations. BTS provides a structured yet flexible approach that incorporates strategic planning, resource management, and agile methodologies, ensuring that AI initiatives align with organisational goals, regulatory requirements, and user needs.
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