In order to build the best use cases for ever-evolving tech applications, both federal and state and local (S&L) agencies must start by defining what gen AI means to the public sector, including understanding what forms of gen AI residents are already using.
Agencies are already automating routine processes that are well-bound and established. Looking to the future, federal agencies have questions similar to those of commercial counterparts—questions such as, "What is AI and what are its potential use cases?" While there is apprehension in certain corners, there is more intrigue as to the potential use cases and applications that generative AI can solve for.
On the S&L side, agencies are exploring what gen AI means and its potential impact. Gen AI work is generally RFP-based as agencies seek practical use cases to apply AI in the S&L space. For example, can gen AI pull up a form and autofill the required information on behalf of a resident who needs help filing an unemployment form? With gen AI, analytics are baked into it, adding automation and the feel of a “personal assistant” to the resident experience.
In 2024, residents are likely to see ever more business use cases generated around the functions and capabilities that government agencies serve. A focus on personalization and improved customer experience will be realized as the technology develops.
The go-to-market impact will be:
- More seamless delivery of government services to residents
- Right-sized staff budgets as technology helps automate functions once thought only possible to complete with human help
- The ability to measure the success of different generative workflows using analytics ability