Transforming Local Government with AI: Insights from Dublin and Folsom

In an era where citizens expect on-demand, consumer-grade experiences from their local governments, cities across the United States are turning to artificial intelligence (AI) to meet these rising expectations while navigating budget constraints. A recent webinar featuring Jackie Dwyer, Director of Park and Community Services for the City of Dublin, and Efrem Richardson, Information Systems Manager for the City of Folsom, shed light on how these California municipalities are leveraging AI to enhance both citizen and employee experiences.

The Changing Landscape of Local Government Services

As Saurabh Kumar, CEO of Rezolve.ai and moderator of the webinar, pointed out, residents now expect city services to mirror the seamless experiences they receive from digital-native companies like Amazon or Uber. This shift in expectations and the fact that 25% of governments are looking to employ generative AI to improve operations and service delivery highlights the growing importance of digital transformation in the public sector.

Watch the Webinar: Integrating AI in Local Government and City Services: Enhancing Citizen and Employee Experiences

AI Implementation: A Tale of Two Cities

City of Folsom: Streamlining Internal Operations

With his 28 years of experience in Folsom's IT department, Efrem Richardson shared how the city implemented Rezolve.ai to revolutionize its internal IT support and ticketing system. The solution was integrated with Microsoft Teams, providing employees with a familiar and accessible platform. Richardson emphasized the ease of implementation, stating, "We started working with Rezolve.ai and devised a game plan on how we would implement this. And they customized all the options that we needed."

Key features of Folsom's implementation include:

1. Multi-channel ticket creation (phone, email, Teams chat)
2. Automated knowledge base creation from closed tickets
3. Self-service options for employees
4. Expansion to other departments, such as finance

The affordability and user-friendliness of the solution were particularly noteworthy. Richardson remarked, "What we found was your product was very easy. There was no coding there we had to do."

City of Dublin: Enhancing Citizen Engagement

Jackie Dwyer, who oversees parks and community services in one of California's fastest-growing cities, shared Dublin's approach to AI implementation. The city deployed Rezolve.ai as a 24/7 virtual City Hall on its public website, serving as an intelligent guide for residents navigating the dense city website.

Dublin's AI implementation offers:

1. Multilingual support for the city's diverse population
2. Live chat feature for complex inquiries
3. Information on over 3,000 classes and various city services
4. Customized responses for city-specific questions

Dwyer highlighted the solution's comprehensive nature: "It's a fantastic tour guide for the community, and it allows us, much like Efrem touched on, to build knowledge bases off of that as the AI can identify questions or concerns that customers have."

Benefits of AI Implementation in Local Government

Both Folsom and Dublin reported significant benefits from their AI implementations:

1. Improved Efficiency: By reducing the administrative burden on staff, employees can focus on more complex tasks requiring human expertise.
2. 24/7 Accessibility: Residents can access information and services anytime, enhancing convenience and satisfaction.
3. Multilingual Support: AI-powered solutions can quickly provide information in multiple languages, catering to diverse populations.
4. Cost-Effectiveness: Compared to traditional solutions, AI implementations like Rezolve.ai offer affordability without compromising functionality.
5. Customization: Both cities emphasized the ability to tailor the AI solution to their specific needs and services.
6. Continuous Improvement: The AI systems learn from interactions, constantly improving their knowledge base and effectiveness.

Implementation Process and User Adoption

One of the most encouraging aspects of AI implementation in both cities was the ease of the process. Richardson described it as "really easy" and "surprisingly" quick, while Dwyer echoed this sentiment, stating, "It really was just... easier than anything."

User adoption has been positive in both municipalities. Richardson noted, "It's actually catching on. And it's quite nice. It's nice to see people use a product you put out." This positive reception extends to both internal staff and residents, suggesting that AI can enhance rather than complicate user experiences when implemented thoughtfully.

Lessons Learned and Best Practices

1. Start Early: As Dwyer put it, "This is just how the industry is going, so you may as well adopt it early and get people used to it rather than waiting."
2. Implement Citywide: For consistency and maximum impact, Dwyer advised, "If you're going to do it, do it citywide. If you're going to use it for customer interface."
3. Focus on Customization: Both speakers emphasized tailoring the AI solution to fit their specific city needs and services.
4. Prioritize User-Friendliness: Solutions that require minimal technical expertise to implement and maintain are ideal for local governments with limited IT resources.
5. Plan for Continuous Improvement: Both cities are continuously updating their knowledge bases and expanding AI capabilities to other departments.

The Road Ahead: Future of AI in Local Government

As AI technology continues to evolve, both Folsom and Dublin are exploring new possibilities. There's interest in potential future features like AI-generated avatars for training videos, suggesting that the role of AI in local government is likely to expand beyond customer service and internal operations.

Conclusion: Embracing AI for Better Governance

Dublin and Folsom's experiences demonstrate that AI implementation in local government is feasible and increasingly necessary. By embracing AI solutions, these cities set a new standard for efficient, responsive, and citizen-centric governance.

As more municipalities follow suit, we can expect to see a transformation in how local governments operate and interact with their citizens. The key lies in choosing the right solutions, implementing them thoughtfully, and continuously adapting to meet evolving needs and expectations.

The message from this webinar is clear: AI is not a future consideration for local governments – it's a present reality and an opportunity to enhance services, improve efficiency, and better serve communities. As Jackie Dwyer aptly said, "If you're gonna do it, do it." The time for AI in local government is now.