Transforming Public Service: The AI Revolution in State and Local Government
Harnessing AI for State and Local Government Services
Artificial intelligence is reshaping industries worldwide, and state and local government services are no exception. Among the AI technologies making waves, large language models (LLMs) are at the forefront, offering powerful new ways to enhance government-citizen interactions, streamline workflows, and make services more efficient.
What Makes Up AI?
Artificial Intelligence (AI) is an umbrella term for technologies that simulate human intelligence. Three key components of AI are Large Language Models (LLMs), Machine Learning (ML), and Robotic Process Automation (RPA):
Large Language Models (LLMs): These are advanced models trained on vast datasets to understand and generate human-like text. They help answer questions, assist in decision-making, and provide conversational responses.
Machine Learning (ML): ML involves algorithms that learn from data, enabling systems to improve their performance over time without explicit programming. It is used for tasks like predicting trends and identifying patterns.
Robotic Process Automation (RPA): RPA uses software robots to automate repetitive and rule-based tasks, reducing manual workload and increasing efficiency.
Understanding LLMs and AI in Government Services
Large language models have a remarkable ability to understand and generate human-like text. These models are trained on vast amounts of data and can respond intelligently to questions, assist in decision-making, and analyze complex information. LLMs, when combined with other AI technologies like machine learning models, robotic process automation (RPA), and natural language understanding, offer significant opportunities. These technologies help governments better serve their citizens by streamlining processes and improving decision-making.
ServiceNow and AI: Driving Digital Transformation
At Servos, we work closely with ServiceNow—a leader in digital workflow automation—to bring these AI capabilities to state and local governments. By partnering with ServiceNow, we leverage improved scalability, enhanced integration capabilities, and robust workflow tools to provide more effective and efficient solutions for our clients. The ServiceNow platform integrates a range of AI capabilities to enhance productivity, streamline workflows, and improve user experiences. For example, Now Assist leverages generative AI to support users by creating new content based on existing data patterns, aiding in issue resolution and information generation. Additionally, AI Agents autonomously perform tasks, resolve issues, and make decisions, helping to reduce repetitive tasks and transform both employee and customer experiences. These AI features allow governments to replace outdated processes with smart, automated solutions.
ServiceNow’s AI-powered tools help modernize everything from citizen services, such as processing permit applications or scheduling public transportation, to public sector case management, like managing social services cases or tracking public health requests. By leveraging these capabilities, including tools like the Virtual Agent—which provides intelligent, conversational experiences to resolve common issues quickly—we can automate the handling of common requests, guide constituents to the right services, and reduce response times while providing a more intuitive and seamless experience for users. Our focus is on transforming the citizen experience with technology that delivers truly citizen-first solutions—all while maintaining the stability and security needed to protect sensitive public data.
ServosGov: Bridging AI and Citizen Services
To address the specific challenges of state and local government, we’ve developed ServosGov—a set of proven solutions and best practices. By integrating AI, we leverage the services already deployed on the platform and have the ability to custom train AI models on diverse sources of data. Our solutions prioritize both efficiency and accessibility, allowing citizens to interact seamlessly with government services from any device.
The Future of AI in Government
As we look ahead, the future of AI in state and local government services is bright. We foresee even more proactive, personalized interactions with citizens, made possible by combining LLMs with predictive analytics and real-time data integration. For example, AI could automatically remind citizens of upcoming renewal deadlines for licenses or recommend relevant community services based on their recent inquiries. Imagine a government that proactively anticipates citizen needs, such as identifying potential eligibility for new benefits, offers personalized suggestions, and connects them to services.
Servos is proud to be at the forefront of this journey, building smarter, more intuitive experiences for government agencies across the United States. By working together, we can bridge the gap between public services and the digital age, creating a seamless, supportive experience for both government teams and the citizens they serve.
Let’s Connect
We believe the future of public services is digital, efficient, and citizen-centered. If you’re ready to provide your community with a first-class experience and want to learn more about how Servos can help your government agency transform its services, let’s connect!
About the Author
Pat Snow serves as Vice President of State and Local Government Strategy at Servos, following his retirement as CTO of the State of South Dakota in June 2024. During his 28-year career in state government, Pat established South Dakota as a national leader in consolidated IT infrastructure and digital service delivery. At Servos, he continues to drive digital transformation in the public sector, helping agencies deliver more efficient and accessible services through the ServiceNow platform.