State and local agencies are looking for ways to incorporate artificial intelligence (AI), and specifically generative AI, into their operations. While the promise of increased efficiency is a driving force in AI adoption, there is considerable resistance to implementing this technology when it remains largely untested in government settings. Additionally, states and localities lack the personnel and infrastructure to manage and effectively use some of the more advanced AI solutions now available.
The adoption and success of AI in state and local government requires an open mind and a measured approach. Agencies are looking for low-risk, high-reward opportunities to begin testing out AI effectiveness. A recent report from the National Association of State Chief Information Officers found that transcribing meetings, managing and generating documents, and generating software code were some of the top processes for which state CIOs reported currently using generative AI.
Another key area for early AI adoption is translation services. While state and local agencies have long offered translation services for non-English speakers, the process has often been largely manual and time-delayed. AI is changing approaches to translation, allowing information to be distributed in real time to all citizens, regardless of their primary language.
- Los Angeles County utilized AI translation as part of their communication strategy around the recent wildfire emergency. The county used an AI tool to generate live translations during press conferences about the fires. The content of the daily briefings was translated into more than 60 languages, making it immediately available to all residents. This automated translation handled a laborious task for a team already stretched thin by their efforts to meet the urgent needs of their community.
- The Orleans Parish Communications District in Louisiana adopted a two-way audio translation service in their 911 centers. Previously, dispatchers received the initial details of the call via a one-way AI translation and transcription service. Then they would connect to a commercial translation service for a three-way call to further facilitate conversation. This process could mean delays of up to one minute, when in an emergency, every second is critical. The upgraded two-way translation service allows the dispatcher to hear the caller's original audio and a translation at the same time, enabling an immediate response. Using this more sophisticated AI also means that nearly every language spoken in the area (and there are over half a dozen) can be translated without having to find hard-to-hire specialists.
- New Jersey deployed an AI assistant to provide improved access to unemployment insurance (UI) for Spanish speakers. The tool has tripled translation speed for the state's call center employees, with the quality on par with human translators' work. This AI solution was trained using the knowledge and vetting assistance of the state's bilingual UI call center agents, who have experience translating jargon and technical terms for Spanish-speaking callers.
For more examples of how AI is making a difference in government operations, check out these resources.
- Public Sector Ignite 2025 (April 1, 2025; Tysons, VA) - This event will detail how AI is changing the face of cyberthreats and revolutionizing the way we safeguard our digital landscapes. Engage with public sector leaders, experts, and visionaries as they explore the transformative potential of AI-driven security solutions.
- Government Innovation Showcase Virginia (April 9, 2025; Richmond, VA) - Explore insights in data management, modernized infrastructure, citizen-centric digital services, digital inclusion, and inter-agency collaboration.
- Tech Insights Live: Winning Use Cases for AI Success (April 15, 2025; webcast) - Explore how agentic AI tools may pave the way for landmark applications benefitting enterprise workflows.
- AITalks (April 24, 2025; Washington, DC) - AI is set to revolutionize government operations and services in ways that no technology has before. Hear top government leaders, tech innovators, and industry experts explore the transformative potential of artificial intelligence in the public-sector space.
- Enabling Principles for Artificial Intelligence Governance (white paper) - The question of how to govern artificial intelligence (AI) is rightfully top of mind for U.S. lawmakers and policymakers alike. Strides in the development of high-powered large language models like ChatGPT/GPT-4o, Claude, Gemini, and Microsoft Copilot have demonstrated the potentially transformative impact that AI could have on society, replete with opportunities and risks.
- How to Responsibly and Effectively Use Artificial Intelligence in Government (white paper) - The overarching goal of improving citizen experience is a shift to seeing citizens as customers and implementing private sector-type practices in responding to requests and needs. While there may not be an alternative for citizen customers to choose when it comes to government services, agencies must adopt the competitive mindset of the private sector in how they deliver services in order to build trust in government.
- Work, Workforce, Workers: Reinvented in the Age of Generative AI (white paper) - The impact and importance of what people do with generative artificial intelligence (AI) today and tomorrow cannot be understated. In this age, gen AI is influencing more than just productivity; it's impacting processes across the value chain, changing the work itself.
Explore more information on AI in government on GovEvents and GovWhitePapers.
