B.C.’s artificial intelligence progress
Every day brings new possibilities for the use of artificial intelligence (AI), as well as debate over how and where it’s used.
AI as a term has expanded to cover a range of technologies, from generative models and deep neural networks to algorithmic tools and robotic process automation.
Across a diverse range of ministries, the B.C. government is exploring the possibilities of AI and how it can be used to deliver services faster to people living in B.C. Our case studies highlight the key results achieved when AI and human intelligence work together.
Last updated on
50+
projects in production and planning
Accelerating funding to child care facilities
My ChildCare Services BC uses intelligent logic to identify if child care providers are eligible for funding. Applicants’ fee increases over the previous 24 months are analyzed and applications are automatically approved or flagged for further review.
Ministry
Education and Child Care
Type of AI
Automated application processing
Faster renewals
Automated application queuing and assignment saves time on yearly renewals by auto-approving 80% of applications. Administrative time and upkeep are reduced for child care providers.
Digitization of forms
By digitizing routine application forms, My ChildCare Services BC is reducing their staffing costs and processing times. Staff have more time to work with care providers and their unique needs.
Payments made on time
Funding is delivered to child care facilities and parents on time, increasing trust and making access to care easier. All parties can reliably depend on funding to arrive ahead of expenses.
“Investment in AI is justified when the impact on operations, staffing costs and processing times are reduced.”
Abhinav Madhadi, Product Manager
Easily searching business names in B.C.
The Service BC Business Search tool uses machine learning to help people transparently access information about businesses in B.C. Machine learning allows fuzzy matching and results ranked by relevance, while automated checks flag terms that may not be allowed in business names.
Ministry
Citizens’ Services
Type of AI
Machine learning
Improved search results
Business search results are now more accurate and available faster. Fuzzy search and a database of manual synonyms ensures people don’t need to use exact search terms to find what they’re looking for.
Enhanced user experience
Business search enables finding details like the age of a business or the level of liability based on business type. Machine learning helps users have a smoother experience when searching records and submitting business names.
Preparing for the future
Business Search acts as a proof of concept for future improvements to other BC Registries products. Current active search improvements set the team up for future work to enable further automation of name registration requests.
“Search has helped us set up a technical runway and proof of success, setting us up for more automation in the future.”
Sal Hamood, Senior Portfolio Director
Simplifying the benefits application process
Automated “bot” accounts allow the ministry to respond to increased application volumes without draining resources or sidetracking staff. The bot accounts navigate 11 different systems and sources (both inside and outside government) to collect information into a standardized report format.
Ministry
Social Development and Poverty Reduction
Type of AI
Robotic process automation
A better use of staff time
Bot processes help keep up with the high demand and fast pace of benefits support. Staff have more time to speak with clients, analyze their unique circumstances and make funding decisions.
Automatic data entry
Automating retrieval of accurate financial information streamlines the service experience for both staff and clients. Clear and readable information is delivered to staff without having to log in, fill out information or manually reproduce client details.
Efficiency at scale
In the first year of use, the bots actioned 46,000 service requests and saved approximately 11,000 working hours. Getting this much working time back helps staff keep pace with service expectations without compromising quality.
“AI technology includes a wide range of capabilities. Really understanding your core needs and use cases means you can select the right tool for what you really need. Starting in a contained way and scaling lets you learn from the real world and incorporate continuous improvement.”
Ashley Balson, Director, Program Integrity and Evaluation
Improving lake and wetland identification
The Ecosystem Information Services (EIS) team is using machine learning, a form of AI, to map landscape characteristics not easily visible in photos or on paper, like the structure of the underlying soil. These innovative tools support better resource planning and decision making.
Ministry
Water, Land and Resource Stewardship
Type of AI
Machine learning
Maps that matter
New tools help to create consistent, scientifically defensible maps. In areas like Cawston, the machine learning model detected lower slope deposits that traditional geology mapping had missed.
Sharing data
The team is aligned with a wide range of partners and funders, gathering field data in collaboration with local First Nations. Open licensing and scripts enables sharing of mapping and modelling, further growing data.
Proving the concept
The success of work in northeast B.C. is encouraging further refinement and expansion. Better and more cost effective maps through AI will lead to informed land management decisions for a resilient future.
“Using these maps to understand spatial patterns and relationships will lead to better informed land management decisions for a resilient future.”
Deepa Filatow, Provincial Bioterrain Specialist
Using remote sensing to determine accurate fire perimeters
BC Wildfire Service uses machine learning to analyze large imagery from satellites, pulling out information and classifying it at scale. New algorithms are being implemented for satellite classification and the team is working with the federal government on new tracking satellites for 2027/28.
Ministry
Forestry
Type of AI
Image analysis and remote sensing
A broader view
Our eyes see colours in the visible spectrum, but machine learning algorithms can extend our ability to sense the environment. Examining different wavelengths gives a better view for resource planning and prevention.
Mapping the burn
As we experience more and larger wildfires every year, putting accurate fire perimeters on the map becomes more challenging. With satellite imagery leveraged by machine learning technology, firefighters can map fires without having to get hazardously close.
Better predictions
Remote sensing promises to improve wildfire operations from public, internal and communications perspectives, allowing for more up-to-date fire models and more accurate forecasting while providing better information to people on the ground.
“When modelling fires for future prediction, we want the model to start from where it is today rather than 3 days ago.”
Neal McLoughlin, Superintendent, Predictive Services Unit
Helping people navigate government info with chatbots
Launched in May 2020 in response to the COVID-19 pandemic, the gov.bc.ca virtual assistant received more than 1.75 million questions over a two-year period and continues to support an expanded range of government service topics.
Ministry
Citizens’ Services
Type of AI
Virtual assistance
Nearly a million served
People in B.C. used the chatbot in almost 900,000 distinct conversations and surveys indicated an over 90% satisfaction rate with government communication during the pandemic period.
Efficient support
Call centre traffic and demand on staff resources were reduced, with only 4% of users requiring further help by phone. Staff had more time to support and resolve unique issues for people who still needed to call in.
People in the know
People in B.C. are able to easily find authoritative and up-to-date information on government services. Chatbot support continues to help everyone retrieve and access the support they need.
“As we explore uses for AI we’ll focus on meeting the needs of people in B.C. because ultimately that’s what this is all about.”
Shannon Salter, Deputy Minister to the Premier, Cabinet Secretary and Head of the BC Public Service
Ready to start your own AI journey?
The Digital Office’s Lab Services team can help you get started. They partner with government teams to help accelerate their continuous improvement efforts, including the use of AI.