Granicus’ Libr(AI)ry highlights local wins at ICMA

Citizens increasingly live in a world of instant answers and agentic partners that can book dining or travel reservations. Yet, many state and local governments are struggling to move past the pilot phase, limited by antiquated infrastructure, personnel constraints and budgetary pressures. This struggle isn’t new.

While momentum around artificial intelligence (AI) continues to build and the opportunity is clear, many state and local governments are still working to scale AI beyond experimentation. According to Granicus’ 2026 State and Local AI Readiness Report, 66% of government employees believe AI will strongly help them at work. Yet, only 7.6% say it is being used widely to support core operations and services and 16.8% report remaining in the pilot phase.

This gap between the perceived and realized benefits of technology is what ultimately leads to frustration and decreased trust in public institutions, as citizens feel unheard and ignored. Fortunately, AI could help local agencies address this issue by simplifying workflows and creating a more tailored experience. 

“It’s a generational opportunity to drive down the complexity of government systems and processes,” explained Granicus CEO Mark Hynes. “For the first time, agencies have a realistic way to scale knowledge, expertise and service itself.” 

The challenge now facing local governments isn’t whether to use AI, but how to deploy it securely. 

Welcome to the Libr(AI)ry

At ICMA’s Annual Conference in Long Beach, California, Granicus will highlight how local leaders from Jackson County, Missouri, to Belmont, California, use AI to expand service capacity and improve resident experiences through its Libr(AI)ry activation. 

The Libr(AI)ry is a place where attendees can browse a curated collection of books focused on artificial intelligence, innovation, leadership, and public sector transformation. Granicus’ AI Advisors, serving as Libr(AI)rians, will be onsite to help attendees discover new books, exchange ideas, and explore how governments are moving beyond AI experimentation to deliver better resident experiences.

Whether you’re seeking practical strategies, fresh perspectives, or inspiration for your organization’s AI journey, you’re invited to explore the collection, connect with peers, and take home a book while supplies last.

And here, among these stacks, is where agency leaders will have a chance to discover real stories of innovation like that of Wyandotte County, Kansas. 

Chapter One: Wyandotte County’s story

“Our 311 call center handles about 70,000 phone calls a year,” said Crystal Sprague, director of innovation and performance for the Unified Government of Wyandotte County, Kansas. “If those call center reps are working every day of the week, all year long, it gives them about two minutes per phone call. That’s not enough time to really dig into a customer concern.”

With just five people fielding calls, Sprague sought to use AI to reduce the administrative burden on call center reps while extending service availability beyond traditional business hours. Instead of launching a standalone tool, Sprague brought in the community and asked for feedback on the tool and how it could improve Wyandotte County’s service quality.

The results speak for themselves. In just two weeks, Wyandotte County’s Government Experience Agent (GXA) handled 800 digital conversations. 

“We typically get pretty negative feedback,” Sprague explained. “But in the two weeks that we’ve gone live, I’ve started to see some thumbs-up on our website pages. That tells me the addition of the agent is improving the overall experience of the customer.”

Not a big reader? Try out a hands-on activity or attending a session. 

Wyandotte County, Kansas, isn’t the only example of how AI can help local governments better serve residents. Outside of the Libr(AI)ry, attendees can stop by Booth #1213 for live demos across resident engagement, digital services, and data insights. Attendees will have the opportunity to chat with experts, as well as try their hand at winning a prize from the claw machine.

Attendees will also have the chance to hear about how local leaders are driving change at two separate sessions: 

• No Perfect Data? No Problem: How AI Prioritizes What to Fix First in Digital Services on October 18, 2026, from 4:15-4:45 PM in the Innovation Theater (Back of Exhibit Hall A)
• From Digital Accessibility Readiness to Better Public Access: How Accessibility Planning and Governance Improve City Services on October 19, 2026, from 2:30-3:30 PM in Room 101B. 

In both discussions, Granicus leaders will explore how cities are crafting tailored, outcome-driven experiences. This focus continues throughout Granicus’ activations at ICMA 2026.

Checking out of the Libr(AI)ry

“We’re not trying to remove the touchpoint of human interaction, but rather to have someone there at all times to help guide you, find what you need or talk to who you need, more efficiently,” said Elizabeth Tsachres, communications officer for the City of Belmont, California. 

To combat the cognitive fatigue of searching through an outdated and cluttered website, Tsachres’ team built Lizzie, a new chatbot designed to help visitors find answers easily. 

Before launching their own GXA, the City of Belmont partnered with internal and external stakeholders to gather feedback. According to Tsachres, this led to a boost in trust, as residents had the chance to interact with the technology before it became a part of their everyday lives.

“We take pride in involving our community,” said Tsachres. “Government is not always a trusted place for some people. If we can involve them as much as we can, and we have the capacity, why wouldn’t we?” 

While stories like Tsachres’ are popular in Granicus’ Libr(AI)ry, they’re far from the only ones. Local agencies aren’t just deploying AI for AI’s sake; rather, they’re looking to close these gaps and build systems that make it easier for residents to get information from their government. 

To see how your agency can bridge this gap and expand service capacity, visit Booth #1213 at ICMA 2026 or download Granicus' "State of AI in Government."