Artificial intelligence (AI) is no longer a futuristic concept reserved for tech giants and research labs—it's quietly revolutionizing the way governments serve their communities. Across the United States, state and local leaders are embracing AI to make government more efficient, accessible, and responsive to the needs of everyday people.
Let’s take a closer look at how this transformation is unfolding, and what it means for both public officials and the residents they serve.
Maryland’s Unified Benefits Screener: A New Standard for Service
Imagine needing help with healthcare, food assistance, or energy bills. In the past, you might have faced mountains of paperwork and long wait times. But in December, Maryland launched its Unified Benefits Screener—a mobile-friendly, AI-powered tool that lets residents quickly check their eligibility for programs like Medicaid, SNAP, WIC, and home energy assistance. No more guesswork or red tape—just a simple, accessible way to get the help you need.
This isn’t just about convenience. By streamlining the process, Maryland’s government is saving time and resources, allowing staff to focus on more complex cases and improving outcomes for everyone involved.
The Power of Starting Small and Scaling Up
One of the key lessons from Maryland and other early adopters is the importance of starting with small, focused pilot projects. By setting clear goals and building in feedback loops, governments can test new technologies, learn from mistakes, and expand successful initiatives. This approach reduces risk and builds public trust—crucial ingredients for any digital transformation.
Leadership and a Culture of Innovation
Behind every successful AI project is a champion for change. Whether it’s a dedicated innovation officer or a forward-thinking team, internal leadership is essential. These leaders foster a culture where experimentation is encouraged, and departments feel empowered to try new ideas. In San Jose, California, for example, the city’s chief innovation officer has spearheaded efforts to use AI for optimizing public transit and improving street maintenance. AI-powered cameras now help detect potholes, graffiti, and broken streetlights—often before residents even notice a problem.
Building Trust Through Ethics and Training
With great power comes great responsibility. As governments adopt AI, they must set clear ethical standards and ensure transparency about how these tools are used. Public employees need robust training to use AI effectively and to communicate openly with the community. New York State is leading the way by providing staff with secure generative AI tools and comprehensive training programs, helping employees automate routine tasks and focus on higher-value work.
Making Services Accessible for All
AI isn’t just about efficiency—it’s about inclusion. In Dearborn, Michigan, officials have implemented AI on the city’s website to serve as a translation hub, ensuring residents can access vital information in Arabic, Spanish, and English. This kind of innovation breaks down barriers and helps government truly serve everyone.
Actionable Takeaways for Government Leaders
- Start small: Pilot projects allow for learning and adaptation before scaling up.
- Empower internal champions: Leadership and a culture of innovation are key.
- Prioritize ethics and transparency: Build trust with clear standards and open communication.
- Invest in training: Equip staff to use AI tools effectively and responsibly.
- Focus on accessibility: Use AI to make services more inclusive and user-friendly.
Summary: Key Points
- AI is already making government services faster, more efficient, and more accessible.
- Successful adoption starts with small pilots, strong leadership, and a culture of innovation.
- Ethical standards and staff training are essential for building public trust.
- AI can help governments serve diverse communities by breaking down language and access barriers.
- The journey to government efficiency is ongoing, but AI offers powerful tools for real, lasting change.
As more state and local governments embrace these strategies, the future of public service looks brighter—and smarter—than ever before.