Why Embrace AI—Why Now?
AI represents a generational leap in technology—on par with the rise of the internet. While caution in adopting novel tools is understandable, AI has matured to a point where concerns surrounding data security and workplace disruption can be safely mitigated. For public sector organizations seeking to achieve more, delaying AI adoption could result in missed opportunities to better serve citizens, which can lead to risks such as:
- Falling Behind: Organizations that wait risk losing out on efficiency gains, better public engagement, and cost savings.
- Missing Infrastructure Readiness: Building foundational AI infrastructure now means greater adaptability when future AI innovations emerge—which is happening at a dizzying pace.
- Potential Disruption: In the private sector, slow adopters of AI may be overtaken by competitors who leverage automated, data-driven solutions. Similarly, governments that lag behind could see services outsourced or bypassed by more innovative providers.
Key Advantages of AI in Public Sector Work
In today’s rapidly evolving IT environment, digital disruption is pushing public agencies to deliver secure, high-impact services on tight budgets. Fortunately, advancements in artificial intelligence (AI) have opened new possibilities for public institutions looking to address challenges like workforce displacement and data security. By using AI tools, these organizations have an opportunity to improve operations without compromising on quality or burning out employees.
Here are just a few examples of AI applications in public entities:
- Personalization and Engagement
- In Education: Educators are developing personalized solutions—like custom coaching bots, student-facing curriculum tools, and interactive training models—to boost engagement and effectiveness as seen in Chicago Public Schools’ districtwide rollout of structured AI support tools. These efforts underscore a broader trend: using AI not just as a tool, but as a catalyst for more personalized, responsive, and engaging learning experiences.
- In Local Government: Cities like Denver, CO and Midland, TX are using AI-powered chatbots and digital assistants to provide 24/7, multilingual support and streamline access to city services to better serve underserved populations. Other cities like Saratoga, CA and Chattanooga, TN are leveraging AI to simplify government processes like summarizing council agendas or helping residents navigate municipal codes. Cities are using AI to enhance emergency responses and anticipate infrastructure needs, ensuring services are timely, inclusive, and efficient. In places like Houston and Austin, AI supports rapid storm detection, wildfire monitoring, and optimized emergency vehicle routing.
- Knowledge Synthesis
- Data-Driven Decision-Making: Governments gather massive amounts of data—from citizen feedback to operational reports. AI excels at synthesizing this information quickly and securely, offering insights that can inform policy (e.g., identifying high-traffic areas for road repairs or gauging public sentiment on policy changes). Cities such as Tucson, AZ use AI to predict water main breaks, guide infrastructure maintenance, and manage flood defenses—helping governments act proactively rather than reactively.
- Responsive Governance: By understanding real-time feedback and patterns, agencies can be more agile, improving how they deploy services to address urgent community needs. For example, Iowa City Community School District uses their AI Procurement Playbook to ensure that every AI investment delivers measurable value—then adjusts accordingly.
- Process Automation
- Efficiency Gains: One of the most common critiques of government processes is their slow pace. AI can automate repetitive tasks (e.g., form processing) to reduce backlogs and improve service speed. A notable example is the U.S. Department of Veterans Affairs (VA). The VA implemented AI-enabled systems to expedite the processing of incoming claims received via mail, fax, and electronic submissions. This initiative reduced the time required to sort claims from 10 days to approximately half a day.
- Better Citizen Experience: Faster services boost public satisfaction and can rebuild trust in government institutions. Automation allows staff to focus on more complex tasks that require empathy and expertise. The City of Midland, Texas launched two AI-powered tools—SeeClickFix and Ask Jacky—which has improved communication and service efficiency between city officials and residents.
Addressing Common Concerns
While fears about AI replacing people persist, public sector organizations have recently grappled with staffing shortages. AI can help close these gaps by augmenting existing staff, empowering each employee to accomplish more.
With sensitive data (e.g., student records, citizen information) comes a heightened need for robust cybersecurity measures. Fortunately, AI tools and best practices for protecting data (including opting out of sharing certain data for model training) are advancing quickly. Part of any AI readiness assessment should include ensuring proper controls and protocols are in place.
AI: A Look Ahead
The potential for AI in government and education is vast, and organizations across the country are realizing it. Recent studies show that over 78% of organizations are using AI in some capacity, up 23% from 2023.[i] From personalized learning plans for every student to data-driven policy decisions that enhance civic services, AI offers public agencies powerful ways to improve outcomes for their communities. Yet the key lies in taking the first step: building a clear strategy, ensuring data readiness, and engaging trusted partners who understand both the technology and the unique needs of the public sector. By laying a strong foundation now, the public sector stands poised to leverage each new wave of AI innovation to make a meaningful difference in people’s lives.
[i] Rosenbush, S. (2025, April 26). Companies are struggling to drive a return on AI. It doesn’t have to be that way. The Wall Street Journal. https://www.wsj.com/articles/companies-are-struggling-to-drive-a-return-on-ai-it-doesnt-have-to-be-that-way-f3d697aa
