Florida state agencies are leading the charge in AI usage for streamlining data analysis and mitigating fraud, waste, and abuse. But AI may also be the key to delivering the consumer-grade experiences constituents are looking for. In this article, originally posted on June 4, 2025, we present three articles exploring how states and localities are using AI and automation to improve service delivery and operational efficiency.
Is there anything that AI can’t do? Of course, while there are many things that this revolutionary technology can’t do—yet—it feels like AI, in particular GenAI, is a panacea for all the challenges we’re currently facing. In today’s news roundup we’re taking a closer look at how AI and automation are building better government. From driving efficiency in back-office functions to improving service delivery and customer experience, AI and automation are helping states and localities with building better government.
Here are three articles that will help you build your knowledge and perhaps drive the adoption of AI and automation in your agency.
Learning Across Industries: How the AI Trifecta Enhances User Experience
Today, government agencies are looking across industries to learn more about enhancing user experience and improving service delivery. From meeting constituent expectations to a clearly stated intent to bring Apple Store experiences to government, federal, state, and local government agencies are ready to get started on this important endeavor using a trifecta of AI tools – GenAI, machine learning (ML), and Knowledge Bases.
These three tools address different elements of user experience enhancement – GenAI manages the creative piece, ML addresses pattern recognition and prediction, and Knowledge Bases provide synthesized information that makes finding the answers to questions simple. When combined, they streamline processes, remove time-wasting repetition, and empower users, resulting in an exemplary customer experience.
Learn more about the AI trifecta here.
Georgia’s Chief Digital and AI Officer Says Data is How Government Can Listen to Constituents and Learn
At the recent NASCIO 2025 Mid-Year Conference, the State of Georgia’s Chief Digital and AI Officer, Nikhil Deshpande, implored his fellow IT leaders to really listen to their constituents, not with a listening tour, but with data. “Every time, every service we deliver, we are having a conversation with our constituents. We are having a conversation, a transaction, with our customers. And data is really how we learn, how we listen,” he shared during his presentation.
His motivation for listening to his constituents? The pressure he feels from the private sector – and yes, Apple’s exceptional customer experience was once again a touchstone.
To get closer to the consumer-grade retail experiences that everyone expects today, Deshpande suggests going beyond the experience to what makes it possible – that inevitable combination of people, process, and technology. For people, Deshpande advises his counterparts to build out personas to bring a deeper understanding of who is using the service. For process, Deshpande suggests building out customer lifecycle journeys to bridge services or anticipate questions and answers. And finally, for technology, ensuring data is prepped and ready for AI is Deshpande’s start point.
Want to learn more about the technologies that can power Georgia’s tech transformation? Click here.
Unlock the Power of Intelligent Automation
Automation has long been a way for government agencies to drive efficiency, whether it’s by generating personal property tax notices for timely delivery or automatically filling in forms for constituents with information that is known about them. But while automation can bring many benefits, it’s not without some challenges.
According to Ashok Pai, Senior Vice President and Global Head of Cognitive Business Operations at Tata Consultancy Services (TCS), government agencies are actually underestimating what they can accomplish with intelligent automation. In this new article, Pai explores the seven ways he sees to supercharge intelligent automation to make the most out of the investment.
You can read about the seven ways to supercharge intelligent automation – and avoid common pitfalls – here.
