Faces of Open Government: Virginia Pardo

In this interview, Virginia Pardo, Director of the Information Society Department at the Agency for Electronic Government and Information and Knowledge Society (AGESIC) in Uruguay, shares how innovative and transparent digital services are designed to meet public needs. She highlights the role of ethical AI, building trust through transparencyAccording to OGP’s Articles of Governance, transparency occurs when “government-held information (including on activities and decisions) is open, comprehensive, timely, freely available to the pub... More, and empowering citizens through Uruguay’s ambitious digital literacy strategies.

When designing technology projects for the public, how do you ensure they are innovative and transparent while meeting public needs?

When designing a service for people, the key is understanding their preferences and needs so we can incorporate the necessary features right from the design stage to make the service user-friendly. We achieve this by evaluating and interacting directly with users through online surveys, in-person workshops, focus groups, opinion panels, testing activities, and more.

This segmented information allows us to determine, for example, whether people can and want to access the service through a mobile app, if they trust and prefer communication via messages or email, or what type of interface would be the most suitable. This ensures the service can be used regardless of the users’ digital skills or abilities.

How can governments ensure that AI and digital tools are used ethically and inclusively, especially in vulnerable communities?

Governments are undoubtedly responsible for ensuring that all technological solutions are implemented responsibly, ethically, and securely. When it comes to artificial intelligence, AI systems must be developed and used under ethical principles that align with human dignity and respect for human rightsAn essential part of open government includes protecting the sacred freedoms and rights of all citizens, including the most vulnerable groups, and holding those who violate human rights accountable. T..., safeguarded by robust national legislationCreating and passing legislation is one of the most effective ways of ensuring open government reforms have long-lasting effects on government practices. Technical specifications: Act of creating or r.... This includes ensuring individual autonomy, privacy, fundamental freedoms, equality, and non-discrimination, among other rights.

Regulations and government oversight must emphasize the critical role of human decision-making to prevent negative impacts on people’s rights. Governments must also require all AI stakeholders to work on minimizing unwanted biases in data, fostering responsible innovation in technology development, and incorporating security and privacy measures from the design stage through the entire lifecycle of the tools. Continuous feedback is essential to ensure safe and ethical implementation.

What strategies can help build and maintain public trust in the use of AI and other digital tools in government? Could you share an example from Uruguay?

Transparency and explainability play a critical role in ensuring the effectiveness of the principles outlined in our strategy. This means providing meaningful, context-appropriate information that helps people understand outcomes and enables them to challenge decisions if they are affected. For this, people must be informed about how AI is being used, and measures should be in place to identify content generated by this technology when technically feasible and appropriate.

In Uruguay’s public sector, whether AI is used in delivering public services or supporting decision-making, access to relevant public information must be guaranteed in compliance with Law 18.381. Additionally, as part of proactive transparency efforts, we have launched the State AI Observatory, which shares and updates basic information about AI applications in government. [This is a commitment of Uruguay OGP Action PlanAction plans are at the core of a government’s participation in OGP. They are the product of a co-creation process in which government and civil society jointly develop commitments to open governmen... 2021-2024]

We’ve also developed a guide with recommendations on algorithmic transparency to promote greater trust in systems and encourage ongoing critical evaluation to identify and address potential biases or injustices.

What promising strategies could improve digital literacy so more people can engage in digital democracy?

Earlier this year, Uruguay approved the second version of its National Digital Citizenship Strategy for an Information and Knowledge Society (2024–2028). A standout feature of this strategy is that it was designed and developed by an interinstitutional working group following an extensive participatory process to maximize its impact, reach, and level of commitmentOGP commitments are promises for reform co-created by governments and civil society and submitted as part of an action plan. Commitments typically include a description of the problem, concrete action....

The strategy focuses on three key dimensions: understanding how the digital environment works and its conditions, fostering coexistence and practices within the digital environment, and encouraging creation and participation in the digital sphere. Specifically, it outlines which skills and competencies need to be taught and developed in our population through training programs and the creation of educational resources.

This strategy serves as a guide for public and private organizations to design initiatives that strengthen capabilities across different audiences and contexts, contributing to the promotion of an inclusive and responsible digital citizenship.