The potential of AI in state and local government

As artificial intelligence (AI) continues to shape the future of technology, its impact on local governments is growing. From improving efficiency to enhancing personalization, AI has multiplied the possibilities for how public services are delivered and experienced. 

During our recent webinar, Are Local Governments Ready for AI, or Is AI Ready for Them?,  industry leaders shared their thoughts on AI’s evolving role in local government. 

Here are a few key takeaways:

1. AI in action: Real-world use cases

Governments are already leveraging AI to simplify operations and improve resident interactions. Amelia Powers Gardner, County Commissioner of Utah County, Utah, highlighted how her county uses AI across multiple domains:

• Emergency management: AI-powered chatbots allow more residents to communicate with government during emergencies
• Property assessment: The assessor’s office uses AI to identify anomalies in property value assessments and double-check outliers, helping to ensure accuracy

Jonathan Feldman, CIO of Wake County, North Carolina, has also started using AI, particularly for transcription. 

• Digitize handwritten documents: AI tools can transcribe historical handwritten documents, making them accessible to researchers and the public

Feldman pointed to a transparency initiative in his area that is transcribing works such as the Enslaved Persons Project and the Restrictive Racial Covenant Project as real-world examples. 

2. Balancing innovation with responsibility

While the promise of AI is undeniable, local governments face unique challenges in adoption. Both Gardner and Feldman stressed the importance of cautious implementation.

• Staff training: Employees must be trained to use AI responsibly, remembering it’s a tool or to treat it more like a brand new intern — helpful but requiring oversight to prevent bias or errors.
• Public trust: Ensuring residents’ data security is a top priority. And as Gardner mentioned, governments have a higher obligation to protect personal data because residents rely on government services, and there are no alternatives.
• Cost management: Tech costs can get out of control quickly. With limited budgets, agencies have to be strategic with investments in AI solutions — only paying for tools that deliver measurable value.
• Inaccurate information: Feldman also warned against “irrational exuberance,” or deploying AI without clear objectives. He recounted a high-profile example of a government chatbot that provided inaccurate (and occasionally illegal) advice, highlighting the need for careful vetting.

3. The future of AI in local government

Looking ahead, both leaders expressed optimism about AI’s potential to enhance government efficiency and equity. Here are some exciting developments on the horizon:

• Faster responses: AI tools, like chatbots, could simplify things such as zoning inquiries, helping developers and residents access information quickly.
• Inclusive access: AI allows governments to better serve their residents, like offering immediate help to people who work nontraditional hours.
• Simplified internal processes: AI can help staff quickly access internal policies, improving workflow and response times. 

4. Navigating challenges with confidence and understanding

As state and local governments integrate AI, they must balance the excitement of new opportunities with the realities of public skepticism and operational hurdles. According to recent research, public sentiment toward AI in government is a mixed bag.

Gardner’s approach emphasizes choice: Her county offers both digital and in-person service options, ensuring that all residents can engage in a way that suits their comfort level. Similarly, Feldman advocates for thoughtful experimentation, using public data to test AI applications without risking sensitive information.

A shared vision for progress

Government leaders are committed to responsible AI adoption, prioritizing usefulness over novelty. By focusing on real-world problems and carefully managing risks, local governments can harness AI to deliver better, faster, and more equitable services.

Opportunities on the horizon

Join our follow-up AI webinar on January 30th to revisit these critical moments and answer pressing questions:

• How can governments leverage AI to improve internal operations and resident services?
• What are the most significant hurdles to AI adoption, and how can we overcome them?
• How do we make sure innovation is responsible and aligned with public trust?

Register for Beyond the Buzz: Realizing AI’s Potential in Local Government

With dynamic clips, expert analysis, and an engaging Q&A, this webinar cuts through the hype to reveal practical, actionable strategies for local governments.