Government Agency Leaders in CA, OK and PA are Exploring Gen AI Use Cases 

Companies are racing to find ways to implement generative AI into their businesses after studies have shown its amazing potential to boost employees’ efficiency. Now, government officials in states like California, Pennsylvania and Oklahoma are also looking at how they, too, can use AI to improve their operations.  

While generative AI shows promise as a revolutionary tool, it’s not always clear how this technology can help government agencies specifically. However, a few government leaders are working to find answers and to get a jump start. 

How generative AI could assist government bodies

According to surveys, 92% of Americans say that better digital services would improve their opinion of the government. From filing taxes to renewing their driver’s licenses, most would argue that many of these processes are antiquated and could use an update to make them less tedious. For example, Americans spend an average of 44 minutes waiting at the DMV before receiving service. What if generative AI could cut wait times to a fraction of that? 

In private business, companies are already tapping into this potential. Wendy’s, for instance, recently started a pilot program using generative AI to reduce its drive-thru wait times at locations in Ohio. The AI it uses can interpret speech, even in less-than-ideal circumstances. After all, the fast-food chain needs to ensure it’s able to accommodate background noises, accents, regional slang and even people using the wrong terminology for items on its menu (like ordering a milkshake instead of a Frosty). 

Government agencies could also tap into this power, but the stakes are even higher. While a screwed up fast food order is annoying, a mistake on a driver’s license or tax document could be much worse. It is, therefore, more crucial than ever that the government is cautious with the use of AI.  

Additionally, government agencies face strict requirements for accommodating the public. Here’s where quality generative AI could really shine. For example, people speak more than 350 languages in the US. Generative AI could help translate those so that people have better access to information in their native language. Accessibility tools like captions for those who are Deaf or hard of hearing are another potential solution that AI can assist with, making for quicker and easier interactions with the government. 

State governments are working on AI plans 

Oklahoma’s governor, Kevin Stitt, recently announced an AI task force in his state. Stitt pointed out that the private sector is tapping into generative AI’s potential, and that government officials need to get on board fast to benefit from the improved efficiency. While the task force will investigate ways to use the tool, the risks it presents and the policies necessary for regulating it, the governor is also requiring each agency in the state to appoint one person who will oversee AI for their team. 

In Pennsylvania, Governor Josh Shapiro is pushing for a proactive approach to generative AI. Pennsylvania will have a governing board and a program for training employees on how to use this new technology. His administration is starting a fellowship program to recruit experts who will help state agencies find ways to incorporate generative AI into their workflows. However, Shapiro is also working with experts on identifying potential threats from AI.  

Similarly, in California, Governor Gavin Newsom signed an executive order committing the state to the study of generative AI development, uses and risks.  

The dangers of incorporating generative AI 

One of the top concerns from government officials – both state and federal – is the protection of data. The government handles plenty of sensitive information, and any tools they tap into to make agencies run more efficiently can’t threaten security.  

Another potential problem is that generative AI developers are often short on the details when it comes to explaining how their tools work. As a result, it can be challenging to understand what went wrong if the technology offers incorrect information. In fact, it may not even be clear how the tool came to a certain conclusion. There’s also the possibility that generative AI could bring more misinformation to the public sphere, potentially distorting government messages.  

Despite those possible issues, 71% of government agency leaders believe the benefits of generative AI outweigh the risks. Still, many in the government are taking steps to avoid its dangers. The Biden Administration is working on an executive order to that effect and secured voluntary commitments from leading AI companies to safe, secure AI development.  

How government employees should react to the influx of gen AI 

One thing that’s abundantly clear is that generative AI is here to stay. The best approach for every professional, whether in the public or private sector, is to learn about the capabilities of these new tools. Staying educated via data, surveys, podcasts and the like will help you to discover possible use cases. Taking the time to keep absorbing new information will also help to prevent the risks and security concerns that government leaders must be aware of before implementing more AI.  

For many, generative AI offers the promise of an exciting future, where technology can streamline work processes and make tasks easier. With a bit of cautious optimism, government leaders and agency employees can start finding innovative ways that generative AI can make the government work better for its constituents.  

Verbit has been working with government agencies on their efficiency and accessibility efforts for quite some time. Our AI-powered accessibility solutions are trusted by today’s government bodies to caption, transcribe and audio describe their content. Plus, Verbit has dipped its own toe into new generative AI applications, by releasing Gen.V. To learn how Gen.V works and adds another element of gen AI into our existing solutions to make them more effective, reach out today.