Government Services: How AI Transforms the Citizen Experience

Technology has transformed our digital expectations and the way we interact with private and public services. Almost everyone has become accustomed to the simplicity, flexibility and speed that digital services offer. Citizens buy groceries and pay bills from their phone in a matter of seconds. They now expect the same efficiency when interacting with local government services. Unfortunately for state and local governments, it has not been that easy to adapt to meet the digital transformation expectations at large.

When citizens think of interacting with the government, they’ll likely picture long lines at the DMV or other state offices, unlike the expediency of other daily consumer services. In short, they would like to access government services as seamlessly as ordering a pizza from their phone. The old, time-consuming methods such as queuing in crowded offices or filling out paper forms need an overhaul to meet the modern technological demands of citizens.

The good news is that some state and local agencies have begun their modernization journey. For example, renewing a driver's license can now be done online through an app, streamlining the experience and eliminating the need to visit a physical office. This shift highlights how government services have adapted to modern technology.

Integrating artificial intelligence into digital services is a considerable part of this shift, as it can greatly enhance the experience offered by state and local agencies. Government services are essential for many momentous events such as moves, marriages and health emergencies. The right AI technologies can ensure that citizens no longer face busy signals, long holds or delays in receiving critical information during pivotal moments in their lives.

AI is revolutionizing government communication, enabling public servants to serve the population more efficiently and providing 24/7 access to information.

To cut back on wasted time, AI-enabled chatbots, virtual agents and virtual routing help citizens reach the appropriate department quickly. Tools such as Agent Assist transfer their information seamlessly between callers and government agents, reducing the need for citizens to repeat their stories. Anything to eliminate frustration for both public employees and citizens is a big win.

Key tools for modernizing government communication include:

• Virtual agents: AI that interacts with people conversationally.
• Virtual routing: Directing telephone calls through prompts and human interaction.
• Agent assist: AI support for human agents, including note-taking and other assistance.

Digital transformation is enhancing government services by providing accurate and timely information for voter registration, polling places, school registration, community involvement and local government participation. AI can shorten lines at the DMV, reduce wait times on the phone and streamline processes such as obtaining a marriage license. Working to understand the needs of citizens can transform their experience into a positive one.

CDW Government has worked with state and local government for decades, creating a strategy that is best suited to meet the unique needs of your agency. Our dedicated experts understand the challenges and can help you overcome any budgetary or policy hurdle you may face in your modernization journey. No matter where you find yourself in your modernization journey, we have the services and solutions to improve your digital services. 

CDW Government is committed to supporting your journey toward enhanced citizen experiences.