How to deploy government AI and keep resident trust

State and local agencies are racing ahead with artificial intelligence. Survey data from our latest 2025 Consumer Digital Government Adoption Index shows that over half of government leaders already use AI for both back-office tasks and resident-facing services. Yet consumer comfort hasn’t budged, and Gen Z and Gen X report declining trust compared to 2024.

This mismatch creates risk. When modernization outpaces public understanding, skepticism increases and adoption stalls. 

Consumers recognize the risks and rewards of government AI

What worries residents about AI in government technology

Skepticism is rooted in specific concerns: inaccurate results, reduced privacy, and biased decision-making top the list, while 72% worry about job loss and 60% cite environmental harm.     These aren’t abstract anxieties — they represent the daily realities and livelihoods of residents who want assurance that technology won’t make them more vulnerable.

The upsides of AI in digital government, according to consumers

Despite the unease, residents also recognize potential. Nearly six in ten believe AI can speed service delivery and improve efficiency. Areas like disaster readiness and predictive maintenance are viewed as valuable applications. Agencies can use these entry points to showcase early wins and build credibility.

Bridging the adoption gap requires more than a press release

Closing the trust gap requires deliberate, ongoing effort. Beyond high-level statements, agencies should have best practices in place that help make AI use visible, understandable, and accountable to the public.

1. Regular proactive communication: Agencies should provide regular updates about AI use in plain language and demonstrate concrete wins such as faster benefit eligibility checks or predictive maintenance that keeps water systems running, to help residents connect AI tools to personal benefit and overall value.
2. Education for residents and staff: Explain how data is stored and safeguarded, highlight human oversight in decision-making, and show how bias testing is built into each model. Partnerships with universities, community groups, and ethics councils can further validate the process and build credibility.
3. Show the human in the loop: Residents often worry AI will replace humans in sensitive processes. Highlight how staff provide oversight, handle exceptions, and remain accountable for final decisions.
4. Establish accountability metrics: Define and publish measures for fairness, accuracy, and service quality. Transparency around performance data turns “trust us” into “see for yourself.”
5. Make security and compliance visible: Data protections shouldn’t be buried in fine print. Prominently explain how data is stored, governed, and audited, and back it up with third-party certifications when possible.

An opportunity to build stronger public trust and increase adoption

Governments that align modernization with resident readiness will see faster uptake of digital services, fewer support calls, and a stronger trust baseline for future innovations. By pacing AI adoption with transparent engagement, public agencies can turn a potential trust gap into an opportunity to strengthen civic confidence while benefiting from new technologies.