157 PUBLIC SECTOR other settings to suit their needs. Other notable accessibility features include a screen reader that works with braille devices, automatic live captioning, an Immersive Reader mode, Focus Sessions, and voice and eye command. “Microsoft is committed to decreasing the digital divide, so all our software has built-in accessibility features to make the user experience more intuitive and inclusive,” says Basha. “These tools make it easier for the neurodiverse community or people with visual, hearing or physical impairments to easily interact with devices, navigate applications, understand information, improve productivity and communicate and collaborate effectively.” Using AI safely and responsibly Many government-led organisations have concerns that the AI technologies used to transform operations and service delivery could potentially introduce risks if important measures aren’t taken to implement them correctly, says Basha. Consequently, Microsoft has established six principles to guide the responsible development and implementation of AI technology. “Microsoft is committed to advancing AI technology in compliance with the principles of fairness, inclusiveness, transparency, accountability, reliability and safety, and privacy and security,” says Basha. “Working with our partners, we’ve developed a wide range of proven techniques and best practices to ensure AI technologies are deployed securely and compliantly.” Committed to security In addition, many of the employee- and citizenfacing solutions developed by Microsoft and its extensive ecosystem of partners have built-in data security, governance and sovereignty capabilities to help governments overcome the traditional cybersecurity challenges they face. “Government-led organisations are a key target for cybercriminals because they have a lot of sensitive data and operate critical infrastructure and services,” explains Basha. “To fortify their security, they can follow the Zero Trust Framework and the Azure Well-Architected Framework when developing their cybersecurity strategies, and deploy tools from Microsoft’s portfolio of security solutions. “Cyberthreats continue to evolve and escalate, but security is Microsoft’s top priority and we’re working with our partners to integrate robust protection measures across our product portfolio. This ensures both governments and their citizens can fully trust that their data will remain safe and secure as they use AI to power innovative new applications and services.” Equal opportunities While solutions such as AI assistants are opening up new opportunities to deliver more innovative online and virtual services, research from around the world suggests that many people are unable to take advantage of them. Data from the World Economic Forum shows that around 2.6 billion people worldwide – almost one-third of the global population – remain unconnected to the internet, depriving them of access to essential services. Meanwhile, the World Health Organisation reports that approximately 1.3 billion people – about 16 per cent of the global population – have a significant disability that makes it difficult for them to do the same. Older generations are often disadvantaged too – for example, charity Age UK’s 2024 Offline and Overlooked report indicates that 4.7 million people aged 65 or over in the UK don’t have the basic skills to use the internet successfully and safely. This makes it difficult – and sometimes impossible – for them to access public services. “Microsoft’s mission is to empower governments to use technology as a catalyst for transforming how they operate, deliver services and interact with citizens and our AI-infused products are doing just that,” says Basha. “However, to ensure they are delivering accessible, inclusive and equitable services, government-led organisations must also continue to provide offline options for people who are unable – or don’t want – to interact with technology. Providing multilingual, omnichannel options will empower individuals to interact with government-led services in a way that is most convenient and comfortable for them, preventing discrimination and ensuring no one feels disregarded, disempowered or left behind.” “ Microsoft’s mission is to empower governments to use technology as a catalyst”
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