Source: Office of the Ombudsman
The Office of the Ombudsman has published new guidance on official information and the use of artificial intelligence (AI) for requesters, agencies and complainants.
Chief Ombudsman John Allen says the increasing use of AI is reshaping the way information is accessed, interpreted and understood.
“Ministers and public sector agencies have told us there has been a significant increase in the number of people using AI to make information requests. Our investigators are also seeing an increasing number of complaints that appear to have been generated by AI.
“This is putting pressure on the entire official information system.
“There are some benefits in using AI, but it must be used responsibly. Our guidance offers practical advice to help all parties get the most out of AI, while avoiding some of the common problems that can occur.
“If you’re a requester, be clear, concise and focused about the information you really want. If you’re not sure how to describe it, calling the agency and talking to officials will always be a good option to get through the request process quickly.
“Agencies are responding to a high volume of information requests. In the last financial year, central government agencies (excluding Police and Defence which are reported separately) completed over 87,000 information requests.
“Straightforward requests will ensure that the Minister or government agency will be able to understand the exact nature of the information you’re looking for and quickly respond.
“The key is to use AI responsibly and don’t rely on it entirely for accurate advice. It can make mistakes and refer to legislation, cases and obligations that don’t exist.
“If requests are very large, wide-ranging or complex, there’s a high chance the response will be delayed, and requests could also be refused under certain provisions of the Official Information Act.”
The guidance also gives tips for agencies on how to deal effectively with official information requests made using AI.
“Using AI can be helpful, for example, in preparing a first cut of a response especially around identifying relevant information and proposing possible redactions,” Mr Allen says.
“It may save time, free up resources and make the information available to a requester more quickly.
“Ultimately, however, the human element in this process is vital. Ministers, government agencies and local authorities remain accountable for any decisions made on official information requests regardless of the technology they use to assist their decision.”
There is also guidance for people using AI to make complaints to the Ombudsman.
AI can improve access for complainants who need help constructing or expressing their concerns. However, it can also make complaints overly complex, emphasise small insignificant details, and add information that is not accurate, or relevant.
“This can be challenging for our investigators because some of these complaints can lack focus, making them time-consuming to progress,” says Mr Allen.
“Complainants should state clearly who and what they are complaining about and the outcome they are seeking.”
The guides were developed and informed by best practice advice published by the Ombudsman’s overseas counterparts, as well as feedback from our own staff and agencies.
AI is a developing area, and the guidance will be updated as and when required.
Read the guidance: