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How to implement an AI strategy with ethics at its core
As AI transforms the facilities management industry, we look at the importance of ethical use – and how you can implement a strategy that guarantees it.
By Gareth Rees, Director of Enterprise Technology, and Chair of Mitie Group AI Ethics Board
AI is driving digital transformation in facilities management at a rate we’ve never seen before, and it’s set to enable major improvements in operational efficiency, colleague engagement and the level of service we can provide to our clients.
This can take on several guises, from the implementation of predictive maintenance to smart building systems that optimise energy consumption based on use. AI can also be used to streamline time-consuming administrative tasks, such as scheduling, inventory management and monitoring – so our people can focus on more customer-centric activities.
However, it would be a mistake to only focus on the value AI can deliver. When considering the impact of artificial intelligence, it’s vital that we keep ethical use at the forefront of our strategy and plans. We need to make sure that data privacy and security are maintained, and that we’re transparent about how our algorithms make judgments to make sure there’s no bias.
Upholding strong ethical standards means we can meet regulatory requirements, which is essential. But, beyond that, it will help us preserve confidence with our customers, colleagues and stakeholders – so we can deliver benefits that everyone feels comfortable with.
The principles behind AI at Mitie
As we explore AI solutions at Mitie, and more frequently weave the technology into the services we deliver, we’re ensuring that its inner workings are transparent to all our stakeholders and customers.
This includes being clear about how data is collected, processed and used – and about how our AI models use that data to make decisions.
It’s all about maintaining responsibility and accountability for the outcomes of AI. We’ve built a cross-functional AI Ethics Board, which includes senior leaders from every area of the business, to agree our direction and establish the governance frameworks that guide all our work in this space. And then there’s our Executive Oversight Committee, which helps us lead responsible AI practices from the very top.
These groups designed our Responsible and Ethical Use of AI Policy, which enables us to prevent harm, avoid bias and promote fairness in all AI-driven processes; while ensuring we maintain human oversight where it matters most.
We also understand that the advances AI can provide are meaningless unless we can protect the privacy of individuals and secure the data of our colleagues and customers. So, we adhere strictly to GDPR legislation, gain certifications, follow the latest standards and implement some of the industry’s most robust security measures to safeguard the sensitive information we use. These include ISO27001 and Cyber Essentials Plus, among others.
We also conduct regular audits and assessments to eliminate bias and confirm equitable treatment of all individuals, regardless of their backgrounds.
Ultimately, AI should benefit everyone, from our teams on the ground to our strategic leaders. To enable this, we’re investing in ongoing training so we can stay on top of the latest developments in AI ethics and technology. This includes our recently established Digital Academy, which will help everyone in our organisation gain the digital literacy needed to take full advantage of the AI opportunity.
Our advice to customers
Failure to prioritise ethics in AI could have serious legal and reputational implications – potentially impacting customer loyalty and confidence. Equally, AI systems that contain biases can produce discriminatory results, affecting already marginalised communities.
If you’re planning on implementing AI in your organisation, here are some tips to help you do so in a way that is responsible and unbiased.
1. Define your use case
The first step is to identify the right use cases for AI, which means identifying the problems you will most benefit from solving. Any use of AI should align with your business goals and add value to your operations, so avoid the trap of technology for technology’s sake.
2. Cement your ethics
Next, it’s vital to establish an ethical framework for AI usage. This includes ensuring fairness, avoiding biases and promoting transparency in the way AI will make decisions. A part of this is making sure the decision making within the systems you use can be easily explained and understood. This will build trust among stakeholders and make outcomes more predictable and accountable. Establishing an AI ethics committee at this stage can be a great way of overseeing these aspects.
3. Ensure governance
Make sure you implement robust data governance processes to protect sensitive information and maintain compliance with data regulations such as GDPR. It’s important to stay informed about the legal and regulatory landscape in this space, as it will inevitably change quickly as capabilities evolve. In the same breath, think about how you’ll be transparent with stakeholders about how data is collected, used and stored.
4. Maintain human involvement
No matter how much AI can do, human involvement will remain essential to the critical decision-making processes, so don’t expect it to do all the work. AI should assist people, not replace them – especially in areas that significantly impact people, like HR. It’s also important to involve a diverse group of stakeholders in the development and implementation of AI to help minimise bias and make sure systems consider multiple perspectives. These people should regularly monitor AI systems for performance and ethical compliance – and make adjustments based on feedback and evolving best practice.
5. Build your partner network
Finally, the practices you establish in-house are only half the battle. You also need to make sure that the vendors and partners you team up with not only offer the solutions that can make a difference, but share your commitment to responsible and ethical AI use. That way, you can leverage their expertise to enhance your own capabilities.
6. Putting people at the heart of technology
As generative AI, natural language processing and automation play a growing role in facilities transformation, it’s vital to remember the human aspect of what we do.
AI should be used to augment the expertise of our colleagues – to make things more humanly possible. It should provide the data-driven business intelligence needed to elevate human performance, while insuring inclusivity, transparency and fairness.
Learn more about our approach to this changing technological landscape and how Mitie is redefining the future of FM with AI.
Redefining the future of FM with AI
We believe that AI for facilities management makes things more humanly possible. But what does this mean when it comes to delivering exceptional services? Discover the five ways we’re using artificial intelligence to drive true facilities transformation.
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