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Start With the Problem, Not the AI
Presented by
Tyler Technologies
Presented by
Tyler Technologies
By Elliot Flautt
Government leaders hear plenty about what artificial intelligence (AI) can do. A better place to begin is with the public problem it should solve and how people will know it worked.
Successful use of AI begins with a well-defined problem and a concrete measure of improvement. That gives leaders a basis for judging whether the technology is helping them achieve their goals.
Start With a Problem Worth Solving
In Jacksonville, Texas, the finance team faced a paper-heavy accounts payable process that consumed hours and made it difficult to see where invoices stood. The city introduced AI-enabled invoice automation that integrates with their existing ERP software to capture invoice data and route it through established approval and disbursement workflows. Review time fell by 90%.
The change did more than save time. Staff gained greater visibility into invoice status and could collaborate with other departments earlier, allowing accounts payable work to move continuously instead of becoming a deadline-driven scramble.
Jacksonville’s experience shows the value of tying AI to a specific operational problem and a measurable result.
Use AI to Clarify the Options
Other government challenges involve weighing complex choices rather than automating repetitive work.
Collier County, Florida, evaluated more than 600 programs against cost, impact, legal requirements, and alignment with community priorities. AI-powered budget analysis helped county leaders compare those factors and informed a decision to redirect $150 million toward higher-priority programs.
In Collier County’s case, the analysis helped leaders compare program options and tradeoffs, while they retained responsibility for decisions about public resources.
Extend Government Access
For residents, better government can simply mean reaching services outside standard business hours.
Nebraska expanded access to motor vehicle and driver services through an AI-powered digital assistant offering 24/7 support in 50 languages. Nearly 19% of questions came between midnight and 6 a.m., giving residents after-hours access without extending staffed service hours. Call volume for driver and license services fell 20% in each of the first two months.
Define Success Before Choosing the Technology
New AI applications are emerging in government every day. But before deploying one, government leaders should ask three questions:
- What problem are we trying to solve?
- What should improve for employees, leaders, or residents?
- How will we know the technology is delivering that improvement?
Together, these questions help agencies choose which opportunities to pursue and define success before introducing new technology.
In my experience, the best AI use cases produce a measurable improvement in something that matters, regardless of how sophisticated the technology is. Starting with the problem and desired outcome keeps AI focused on better government.
About the Author
Elliot Flautt is director of AI solutions at Tyler Technologies. He works with state and local governments to apply data and responsible AI to improve public services and help residents find the information they need.
This content is made possible by our sponsor Tyler Technologies; it is not written by and does not necessarily reflect the views of Route Fifty’s editorial staff.
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