Government agencies are under growing pressure to deliver better services, increase efficiency, and do more with limited resources. But many still rely on outdated systems, manual processes, and workflows that slow progress.
During a recent GovLoop webinar, From Bureaucracy to Agility: Reinventing Government Operations, experts shared a common message: modernization isn’t just about adopting new technology. It’s about removing barriers that prevent employees and agencies from doing their best work.
Read on for a summary of our conversation with:
- Christian Napier, Director of Artificial Intelligence, Division of Technology Services, Utah
- John Boerstler, General Manager, U.S. Federal Government, Granicus
- AJ Frickman, VP of Government and Public Sector, Docebo
- Travis Howerton, Co-Founder and Chief Executive Officer, RegScale
Where Modernization Can Deliver the Biggest Impact
One of the most promising areas for modernization is tackling legacy technology. Agencies are carrying years of technical debt through aging applications that are difficult and expensive to maintain. AI-powered development tools are helping agencies modernize those systems faster, improve cybersecurity, and reduce the burden on already stretched IT teams.
AI is also proving valuable in everyday operations. Agencies are using it to analyze contracts, summarize information, support research, draft documents, and automate repetitive tasks. The result is less time spent on administrative work and more time focused on mission-critical priorities.
AI Works Best When Humans Stay in Charge
While AI can improve efficiency, speakers emphasized that modernization should always be human-centered. Rather than replacing employees, AI should help them work more effectively. Successful agencies are using AI to enhance decision-making, improve service quality, and support compliance efforts while keeping people responsible for final decisions.
One example shared during the webinar involved a contract review solution that uses multiple AI agents to analyze documents against state policies and regulations. The tool reduced review time by up to 75%, but humans still review the results before decisions are made.
The takeaway is simple: AI delivers the greatest value when technology and human expertise work together.
Challenges Standing in the Way
Modernization isn’t without obstacles.
Funding remains a major concern as AI technologies evolve faster than traditional government budgeting cycles. Agencies also face workforce capacity challenges. Many teams simply don’t have enough staff to manage daily responsibilities while also supporting modernization initiatives.
Data quality is another common barrier. AI can only be as effective as the information it relies on. If agency data is outdated, incomplete, or inaccurate, the results will be too. That’s why successful modernization efforts often begin with cleaning up data and establishing strong governance practices before rolling out new technology.
Modernizing More Than Technology
The discussion also highlighted the need to modernize workforce training. Many government learning systems were built to track course completion, not help employees develop new skills. Today’s workforce expects more personalized learning experiences that connect training to career growth and mission outcomes.
At the same time, agencies are rethinking compliance and security processes. Manual, spreadsheet-driven reviews are becoming bottlenecks that slow deployment of new technologies. Automation, continuous monitoring, and streamlined compliance processes can help agencies move faster while maintaining oversight and security.
The Path Forward
The most successful modernization efforts focus on outcomes, not technology alone. Whether improving employee productivity, strengthening cybersecurity, modernizing training, or simplifying citizen services, agencies are finding that agility comes from removing friction and empowering people to focus on higher-value work.
The future of government operations isn’t about replacing humans with technology. It’s about using technology to reduce bureaucracy, improve service delivery, and give public servants more time to do what matters most: serving their communities.
Photo Credit: Mikael Blomkvist, Pexels