In our increasingly digital world, recent high-profile technical outages have exposed a critical vulnerability: our over-reliance on seamless technology functionality. From the CrowdStrike IT outage that affected 8.5 million computers in 48 hours, to Microsoft’s cloud service disruption in February 2024, to multiple airline systems outages in 2023, these incidents serve as reminders of the fragility of our technology-dependent systems. As we navigate this digital landscape, it’s critical to systematically strike a balance between embracing innovation and maintaining resilience to technology disruption. Harnessing hybrid resilience is the name of the game.

The case for hybrid systems

Hybrid systems, which combine digital and analog elements, are already being successfully implemented in various sectors. These systems ensure continuity and resilience, even when technological components fail. Here are some notable examples:

healthcare:Johns Hopkins and Cleveland Clinic use hybrid systems, maintaining both electronic health records (EHRs) and paper backups of critical patient data.

Transport: Singapore’s Changi Airport and Lufthansa Airlines are integrating manual processes with digital systems for check-in and security checks. (This didn’t completely shield them from the effects of the CrowdStrike outage, but it did help mitigate its impact.)

Financial services: JPMorgan Chase and Bank of America use hybrid approaches for data management and transaction processing.

Retail: Walmart and Target use hybrid systems for inventory management and checkout operations.

Education:Harvard and Stanford manage both digital platforms and paper files for critical functions.

Government: Estonia’s e-government system and Singapore’s Smart Nation Initiative are integrating hybrid systems into their services, in parallel with the provision of all essential services in traditional formats; which is essential for digitally less agile individuals, including those from older generations who grew up before technology became ubiquitous, as well as those on lower incomes who may not have access to high-speed internet or the necessary hardware to use it. Digital (i)literacy should not prevent citizens from benefiting from services they depend on. Nor should these essential services be acutely vulnerable to digital blackouts.

Preserving Human Action in an AI-Driven World

Imagine a world where algorithms dictate every aspect of public, professional, and private life. Imagine a landscape where every major decision is delegated to technology, and human intuition and creativity are relegated to the sidelines. This is not just a science fiction scenario; it is a looming reality if we blindly embrace AI without preserving our own agency. The siren song of cutting-edge technology is seductive, promising unprecedented efficiency and innovation. But jumping on so-called ‘cutting-edge technology’ without a proper understanding of its potential downsides can have troubling implications, both ethically and operationally, for individuals and businesses, as highlighted in Gartner’s 2023 report.

As we cruise through the 21st century, our task is not to resist technological advances, but to systematically use AI as an ally. We can transform AI from a potential threat to an invaluable tool that enhances our decision-making abilities. But this requires agency and a holistic understanding of both natural intelligence – our own ‘home-grown’ assets – and artificial intelligence. Combining such double literacy builds a bulwark against the hidden pitfalls of immature technologies, ensuring that in our quest for progress we do not inadvertently bring about our own downfall.

Paradoxically, as AI becomes increasingly integrated into our decision-making processes, candid human oversight becomes increasingly important. Meaningful human control in AI systems, particularly in high-stakes settings such as healthcare, transportation, and criminal justice, begins with human mindsets that are oriented toward conscious decision-making processes and the accountability that flows from them. This includes choosing values ​​to live by and personal accountability for our own behavior. We cannot expect technology to reflect norms that we as humans do not manifest in practice. Artificial systems reflect human mindsets. We can act to understand the latter and shape them to influence the former; this is the only way to prevent the reverse from happening.

Implementing systematic guardrails

Building resilience to technological disruptions requires systematic guardrails. The World Economic Forum’s Global Risks Report 2024 identifies technological disruptions as a major concern and recommends developing robust regulatory frameworks and stress testing for critical systems. Such a proactive approach can help organizations and societies better prepare for and mitigate the impact of technological disruptions. Our new challenge is to protect what matters to us, both offline and online, with a 360-degree view of guardrails.

Key strategies for companies in this context include:

• Regulatory Frameworks: Develop and enforce standards for system redundancy and failsafe mechanisms in critical infrastructure.
• Education and training: Ensure employees are prepared to work without full technology support if necessary.
• Regular stress testing: Conduct technology outage simulations to identify weaknesses and improve response strategies.
• Diverse skills: Ensure a workforce with a mix of digital and traditional skills to ensure operational continuity during disruptions.

Conclusion: Embracing AGENCY in a technology-driven world

As we continue to innovate and digitize, it is crucial to maintain our ability to function independently of technology when needed. Our future depends not only on our ability to advance technologically, but also on our resilience in the face of inevitable disruptions.

Embrace DESK can help us all navigate this complex landscape:

A – Regularly evaluate your technical dependencies

G – Generate backup plans for critical systems

E – Educate yourself and your team about manual processes

N – Navigate flexibly between digital and analog solutions

C – Create a culture of resilience in your organization

Y – Be careful when implementing advanced technologies

By following these principles, individuals and organizations can develop a more robust and resilient approach to technology use, ensuring continuity and stability even in the face of technology disruptions. The future is not about humans versus AI; it is about forging a symbiotic relationship where technology augments, rather than obscures, human potential.

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If you are interested in the topic of Agency amid AI for All, please read my previous articles in this series.

Harnessing Human Intelligence in an AI-Driven World

How can AI compensate for age-related cognitive decline?

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Thank you

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