Granicus Chief Product Officer Bob Ainsbury recently outlined this message on two podcasts. He joined host John Fontenot on the Lessons in Product Management podcast and Kevin Gentry on the Product Coffee podcast where he highlighted how Granicus is using AI/ML to improve customer service, the opportunities it creates for government organizations, and more.
Why it matters: The promise of AI for government
For Ainsbury, the time to embrace AI is now. He describes it as a “prerogative” for governments to leverage these tools to improve services efficiently and inclusively. From helping veterans access benefits to answering residents’ questions about local resources, AI/ML has the potential to revolutionize public service delivery.
As local governments face increasing pressure to do more with less, AI/ML provides a path forward. These tools can help bridge resource gaps, improve accessibility for all residents, and lay the groundwork for a more equitable and efficient future.
Our philosophy: Responsibility meets opportunity
As Ainsbury shared, Granicus takes a nuanced and cautious approach to AI/ML. While these tools hold immense potential, they also have profound ethical considerations.
- Trust in data use: Governments need data to communicate effectively, but this must be handled responsibly by collecting only the information necessary to reach populations without infringing on privacy.
- AI as a public service tool: Ainsbury pointed out that governments are some of the world’s largest service providers, and AI can help streamline how residents interact with public services. He envisions chatbots helping citizens find transportation assistance or easily navigate multi-agency systems — turning complex bureaucracies into accessible, responsive services.
In addition, Granicus understands that public trust is foundational to the successful adoption of these technologies. Transparent communication about how AI/ML systems function and the safeguards in place is essential to earning and maintaining that trust.
The transformative value of AI/ML for local government
AI and ML have become indispensable tools for local governments aiming to meet their communities’ growing expectations. These technologies can streamline operations, improve decision-making, and enhance service delivery.
Improved efficiency
By automating repetitive administrative tasks, AI allows government staff to focus on higher-value responsibilities. This includes everything from processing permits faster to predicting and addressing maintenance needs before issues escalate.
Personalized services
AI enables governments to understand better and meet the unique needs of their populations. For example, predictive analytics can help identify which communities might benefit most from specific health or social programs.
Crisis response
AI tools can be critical in emergency management. By analyzing real-time data, they can guide resource allocation during natural disasters or public health crises, ensuring timely and effective responses.
Our roadmap: A multi-faceted approach
Granicus is leading government adoption of AI/ML by balancing innovation with practicality. Here are some of the key elements of our roadmap:
Cross-agency collaboration
Recognizing that no two governments are alike, Granicus uses Customer Advisory Boards (CABs) to gather diverse perspectives. From optimizing resources in the UK to prioritizing community engagement in the US, these boards ensure our AI/ML solutions address unique local needs.
Multi-channel inclusion
While digital transformation is a priority, Ainsbury stressed that “not everyone is part of the digerati.” Granicus maintains a multi-channel approach, equipping local government offices with digital tools to help citizens who prefer in-person interactions
Transparency and adaptability
As AI evolves, so do the standards surrounding the technology. Granicus helps governments navigate emerging regulations such as ethical AI use laws by aligning our products with frameworks like NIST 853. This ensures both compliance and trustworthiness.
A legacy of technological innovation
Since its founding in 1999, Granicus has been at the forefront of adopting technological advancements to serve government clients effectively. The company’s commitment to innovation is exemplified by the development of the Government Experience Cloud (GXC), a platform solution enabling governments to provide seamless, interconnected citizen experiences. This cloud-first, data-driven technology leverages massive amounts of data to derive impactful insights using analytics, data science, and machine learning.
