Civic Innovations

With the arrival of ChatGPT and the ascendency of Generative AI to peak of the hype cycle, it seems that no area of activity is safe from potential disruption by this technology. And the business of government is no different.

CIOs and CTOs across the country from the largest federal agencies to the smallest of towns are now being pitched by companies with new ChatGPT or Generative AI-powered solutions. It seems that everyone is wondering how this remarkable new technology can help governments. Some governments, like the city of Boston, are taking a decidedly optimistic approach and encouraging public employees to experiment with Generative AI to see what benefits it might bring. Other governments, like some large federal agencies, are taking a more cautious approach.

As with any new technology that rides the hype cycle, advocates and true believers will pursue a dizzying array of potential applications of these new tools. Some may have benefits for governments. Many more will not. People working in government technology have seen this movie before, but with all of the breathless coverage of the latest Generative AI breakthrough, it can be hard to focus on what really matters.

For governments, what really matters is this – improving the customer experience of people that use government services.

That’s it. No amount of theoretical potential, or technical sophistication of new Generative AI tools matters more than the work governments need to do to make the experience of using government services better for the people that need them. And this is a good lens through which people working in government technology can evaluate new Generative AI tools, products, and partners as the hype cycle continues to chug along.

Start by evaluating every new Generative AI tool with the question – “how does this help my agency improve the experience of the customers that use our services?” If your agency is thinking of teaming with an outside partner, don’t just evaluate their depth in Generative AI or artificial intelligence more broadly (though these things are important). Ask yourself how deeply steeped they are in user research, and human-centered design. What do they know about finding out about the real needs of users, and measuring the impact of new technologies on how users find our about and interact with government services?

As Generative AI continues to develop, and new potential uses are introduced for how governments can apply this technology, it is important for governments to ensure these tools help them do their most important job. By focusing their evaluation and experimentation with Generative AI on positive, quantifiable outcomes for users of digital services, government employees will be able to cut through the hype and get to what matters.

Improving the experience of people using government services.