As artificial intelligence (AI) becomes more ingrained in every aspect of life, from web searches to healthcare, state and local government leaders are exploring how to harness it. Public sentiment toward government use of AI is broadly supportive and growing over time, but with some conditions, including the need for education and time.
The latest CivicPlus® Resident Satisfaction Report reveals that roughly two-thirds of residents are open to their local government exploring AI tools, with support growing when AI in govtech is positioned as secure, transparent, and practical. More than 40% of residents surveyed say they need to see clear benefits before fully supporting AI use in government.
We are in the very early days of AI in state and local government, but now is the time to start thinking about a two-pronged approach when implementing AI use, including AI agents, auditing, or format tools. First, be prepared to explain how resident data and personal information are safeguarded. Second, clearly communicate how these technologies improve residents’ daily lives.
Government Integrity: Developing an AI Usage Policy
Government leadership can harness AI’s strengths while avoiding unnecessary risk, but an AI usage policy and trusted partnership are key. Regardless of whether federal regulations ultimately govern AI use in government, local leaders should proactively establish their own AI usage policies to ensure resident data is protected. When discussing potential AI solutions, it will be critical to vet each one for a proven track record in government services while also focusing on those with a commitment to ADA accessibility standards and resident data privacy.
In addition, either internally or working with a trusted vendor, determine where AI should and shouldn’t be deployed. Establishing a clearly defined list of appropriate service areas helps verify that the technology is applied thoughtfully and responsibly. This usage policy should also define clear boundaries around the data and knowledge bases AI can access, especially when generating real-time responses.
Additionally, clearly articulating what types of AI-generated content are acceptable and unacceptable when interacting with the public, helps prevent the release of protected data, inaccurate information, or inappropriate responses in automated chats and digital services.
Remember that your policy will need to change and adapt as technology evolves.
Define and Communicate Your AI Value Proposition
Communicating the benefits of AI to residents is important to getting buy-in for new tools in an era of state and local budget uncertainty. We know from our research that residents are especially interested in AI applications that deliver personalized alerts about local issues, faster and more relevant responses to service requests, and proactive updates on topics they care about.
The key value proposition here is personalization in government services. AI-enabled communication tools such as accessible, AI-powered virtual chat assistants, FOIA request management platforms, and smart mobile apps for filing 311 reports enable governments to engage with residents individually and immediately. In critical moments, advanced emergency messaging systems reach residents where they are with the life-saving information they need.
Residents as Co-Stakeholders in AI Adoption
Community engagement will be important as governments expand the use of AI-powered tools. Consider conducting your own poll on resident expectations when it comes to how new technologies like AI can meet their needs. Just as importantly, don’t forget accessibility. Only when AI is implemented with ADA web accessibility at the forefront can these tools help ensure no residents are left behind in the race to embrace these solutions. Integrating AI into government services successfully is within reach, and thoughtful usage policies and communicating with residents will help bring everyone along on the journey.
Brenden Elwood is Vice President of Market Research at CivicPlus. He oversees the company’s resident and local government research and focuses on providing actionable insights and data to enhance resident and community engagement using accessible digital solutions. In addition, Brenden serves on the City Council of North Bend, Washington.
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