Digitisation of services and the use of artificial intelligence must be embraced, a union official said yesterday.

Kevin Grant, the general secretary of the Bermuda Public Services Union, does not believe that technological advances will necessarily cause redundancies in the Public Service, which he says is understaffed in every department.

The Government has signalled its intent to increase the digitisation of services and the use of artificial intelligence.

This year’s Throne Speech claimed there would be “better use of technology powered by artificial intelligence to ensure that answers are provided to customers who contact the Government by phone or e-mail”.

On immigration, it said: “Customer service must be improved and a focus on this department is expected to increase customer satisfaction through further digitisation of immigration processes.”

In response, the union issued a statement, which said: “The BPSU acknowledges the rapidly-changing world of work and urges Government to properly prepare public officers for its planned digital transformation of some Government services.

“The protection of human capital is paramount; the Government must not only invest in new equipment and technology, but also in the upskilling and training of its employees.”

Mr Grant said there was no way technological changes could be halted.

He explained: “Change is going to happen if we like it or not and I always say that you either embrace change or you endure it.

“If you embrace it, then we can get the realisation where digitisation can help a number of entities. I know when it comes to the union's infrastructure, we're looking at digitisation.”

When it was put to him that technology could lead to redundancies, Mr Grant said: “So what about repurposing that individual that you want to make redundant, right?

“There needs to be a training component that happens when it comes to digitisation.

“If my member’s not going to be able to move that widget, then get them to operate that computer that moves that widget, if you see what I’m saying. There’s a transition that needs to happen.

“You know, Government’s a huge entity. Why don’t you find somewhere else for them to be, what about the training aspect? Is there a possibility that this person could do the type of training that’s going to make them still function.”

Pressed if that would mean that the Public Service was overstaffed, Mr Grant said: “Yeah. That's an elephant, isn’t it? Yeah. It’s out there. You know, I don't know a government department that’s fully staffed.”

On the elephant in the room and an apparent disconnect between public and private sector workers, Mr Grant said there was a lot of misinformation, such as suggestions that Civil Service staff called in sick “all the time”, “don’t do a whole week’s work” or were “lazy”.

He said not long ago people said the international business sector was allowed to do anything it wanted and was not employing Bermudians.

Mr Grant added: “Total misinformation. Correct? Maybe the private sector just needs to probably hear and actually understand.

“There may be people in the government system like that [who are lazy], but you have people in the government system who work tirelessly.”

He said the characterisation by people of Public Service staff not being up the job took its toll.

Mr Grant added: “We want to make sure that there is much more of an understanding or a discussion that can take place before individuals start making bad comments about these members.”

• For the full 60-minute interview click the audio link

TOMORROW: Health reform