Jeff Green is chief technology officer for Tyler Technologies, which provides software and services to the public sector.
Artificial intelligence is playing an increasingly pivotal role in enhancing U.S. public sector operations. Research and consulting firm Gartner predicts that by 2026, more than 70% of government agencies will employ AI to support human decision-making. In an era characterized by workforce shortages, limited budgets and escalating demands for rapid service delivery, AI-driven technologies are becoming a necessity for more efficient, transparent and responsive public services.
Consider the following ways in which city governments are already leveraging AI to improve their operations and enhance the work of public servants:
- In Palm Beach County, Florida, document automation software employs deep learning algorithms and machine learning techniques to automate tasks such as document classification, data extraction, and data entry. Since its adoption in 2017, the county has saved approximately $1.9 million annually by automating electronic document filings, speeding up processing, enhancing accuracy, reducing backlogs and paper waste and boosting judicial efficiency.
- Priority-based budgeting uses AI to analyze financial data and community feedback to optimize resource allocation and align government spending with community priorities. With an annual operating budget of $673 million, Collier County, Florida, identified approximately 22% of its budget that could be reallocated to free up funding for top priorities and improve efficiency. Pittsburgh, using the same type of technology, was able to redirect funds to a previously unfunded climate action plan. In Washington County, Wisconsin, the Parks and Recreation Department transitioned programs to fee-based models and established cost-sharing partnerships to enhance financial sustainability and optimize resource allocation across varied public services.
- In Indiana, a generative AI-powered resident assistant chatbot delivers quick, reliable responses to resident inquiries, ranging from simple questions to complex service-related issues. The chatbot understands and dynamically responds to user queries, continually improving with each interaction.
- AI-augmented field operations software in Arkansas provides real-time data analysis, predictive maintenance alerts, and decision-making automation to field agents for utilities and emergency response.
These examples demonstrate the benefits that can come from integrating AI into public-sector operations. Organizational and technological challenges remain, however. Legacy systems resist integration with modern AI solutions. And concerns about privacy and data security will become paramount when AI systems manage large volumes of sensitive information. These systems will need to comply with stringent data protection laws to maintain public trust.
To successfully integrate AI into government operations, I advocate for a phased approach beginning with comprehensive stakeholder engagement and pilot testing. This mitigates resistance, integrates feedback from workers in the field for smoother implementation, and allows the systems to meet specific operational needs without disrupting existing systems.
