Paula Osborn, Deputy Chief Data and AI Officer, at the U.S. Department of State (DOS), speaks with Amy Jones, U.S. Public Sector AI Lead at EY, in a video interview about how the department enables AI use cases, addressing the gaps in data literacy, the various roles within the department, and alleviating concerns around data usage.

The U.S. Department of State is an executive department of the U.S. federal government responsible for the country’s foreign policy and relations.

Shedding light on how the department enabled AI use cases, Osborn says that with the release of generative AI (GenAI) and ChatGPT, there has been an explosion of interest. She adds that the department started by collecting AI use cases for GenAI tools, beginning with ChatGPT. It further established terms of service with ChatGPT. This ensured, for instance, that if employees use their state email addresses, any input data or questions will not be used in training the model or shared publicly.

Eventually, the department implemented its internal chatbot “State Chat” in a secure environment, which opened more use case possibilities. When it comes to addressing the gaps in data literacy, Osborn says that things become extra tricky because of the department’s size, which encompasses not just the headquarters but embassies worldwide.

To address this, the department has a Foreign Service Institute, which is its training campus, and has a dedicated branch for data literacy. The institute offers a range of training, such as Excel skills, data literacy for executives, and more, available both virtually and in person, she adds.

In addition, the department has ramped up training efforts around State Chat and ChatGPT, says Osborn. This includes offering sessions at various times between 6 am and 9 pm to accommodate the global workforce. On top of that, there are focus groups, coaching sessions, office hours, and other initiatives, which have seen a phenomenal response, she notes.

When asked about the different roles that the department supports, Osborn shares that there are a wide variety of roles. Elaborating, she mentions the political and economic officers at the embassies that focus on reporting.

These officers connect with contracts, attend events, monitor developments in their assigned countries, and report back to headquarters. Next, the public diplomacy and public affairs officers handle traditional media and messaging efforts, while financial, management, and HR officers handle everything from administration to foreign affairs.

Furthermore, Osborn affirms that the scale is massive, with tens of thousands of employees spanning a wide range of ages, ranks, and skill sets. She maintains that curating data and AI literacy training for a global workforce with varied skill sets has been interesting, and offering a mix of training, office hours, and one-on-one follow-ups has been critical.

Starting this fiscal year, the department has stressed attending annual workshops for various groups, such as IT officers and regional management officers. Attending these events has proven fruitful in reaching large groups efficiently.

Also, at the workshops, the department holds office hours to guide individuals who have never used ChatGPT or are hesitant about it. Osborn says that while it demands a lot of bandwidth, it is essential for any organization that wants to upskill.

To build confidence and alleviate concerns, specifically around the use of data, she affirms working in close collaboration with the IT branch, diplomatic technology, and diplomatic security. Both of the functions are in charge of cybersecurity, making them crucial branches of the State Department.

This partnership ensures that the department’s needs are met quickly while maintaining the highest levels of security. Osborn states that the Chief Data and AI Officer speaks with the Chief Information Officer, addressing both AI advancements and security measures, and this has alleviated many of the concerns.

In conclusion, Osborn states that the security aspect is also baked in the training sessions, where questions about protecting information and how checks and balances are established with different bureaus inevitably come up. Security of information is of utmost priority for the department.

CDO Magazine appreciates Paula Osborn for sharing her insights with our global community.