AI Blog

With growing adoption of AI in local government, public agencies are seeing tangible gains: faster service delivery, more efficient internal operations, and greater satisfaction among both staff and constituents. As AI tools become more accessible and user-friendly, now is the time for agencies to experiment, adapt, and lead the way in government digital transformation.

From high call volumes and complicated software stacks to gaps in language accessibility and resource constraints, we encountered recurring themes that highlight where the right tools and the right partners can make a meaningful difference.

Residents don’t think in terms of “who runs what”—they just want answers. Now, your AI front desk can meet that expectation, and your agencies can work together more efficiently in the process.

The future of local government customer service isn't just a chatbot. It’s an AI Concierge—a multichannel assistant designed to meet residents where they are, on every platform they already use.

It’s not because residents aren’t paying attention. It’s because the structure of local government is often invisible to the people it serves. Most residents don’t understand the difference between what the county does and what their city handles—and frankly, they shouldn’t have to.

The 2025 Service-First Award Winners have demonstrated a commitment to leveraging technology to enhance resident engagement, streamline government operations, and set new standards for public service.

From automating permit processing to analyzing community feedback in real time, these NJ municipalities are leveraging AI to make more informed decisions and improve public services. 

Unlike traditional search engines, which return a list of relevant web pages, AI-driven government chatbots must provide direct, trustworthy responses. The complexity of government regulations, policies, and local laws makes this especially challenging.

This next evolution of AI is particularly exciting for local governments, where efficiency, responsiveness, and proactive problem-solving are critical.