Modernization
How Texas modernized a ‘train wreck’ customer service center
The licensing division of the state’s Department of Public Safety left people on hold, sometimes for hours, until it modernized its systems and broke down siloes.
How Kansas’ labor department’s tech became ‘built for tomorrow’
The state was reliant on 1970s-era systems that were exposed by COVID-19. Since then, it has moved to the cloud and embraced AI as part of a major modernization push.
Where a small government should start on its AI journey
COMMENTARY | The fastest path is towards better operations, and over the course of a 90-day period, even a small team can embrace the tech and make big improvements.
The public-sector talent marketplaces that will fail
COMMENTARY | Most platforms degrade within three years, and rely on staff heroics and manual work. Treating it like long-term infrastructure, not a one-time purchase, is key to maintaining trust.
AI just a small part of Amtrak’s ‘invisible infrastructure,’ tech leader says
While new technology can help make operations more efficient, the agency also needs good data, effective change management and improved processes, with AI as the “end state.”
AI agents will transform government services. Will we build a future of prosperity together?
COMMENTARY | Countries elsewhere are already embracing agentic AI, and leaders here must act now and with intention if they are to be at the vanguard of this revolution.
From chaos to coordination: What true payment alignment looks like for cities in 2026
COMMENTARY | Staff currently spend hours reconciling payments from disparate systems. Having operational unity helps departments get on the same page.
Missouri Department of Social Services uses ServiceNow to boost citizen experience
A “very ugly” buildup of technical debt was getting in the way of the agency adequately serving citizens.
You can't manage what you can't see
COMMENTARY | Technology stacks don’t enable the inter-department collaboration needed to incorporate policy changes, serve constituents better.
Report: How state and local governments can build digital service teams for success
A recent report from the Beeck Center looks to help government leaders build digital service teams that have a lasting impact on online government experiences.
Featured eBooks
How Boston modernized its hiring infrastructure to attract talent
By reviewing user feedback and existing hiring requirements, the city was able to design a more streamlined and cost-effective hiring and onboarding system, local officials say.
How Mississippi’s revenue department optimized tech without cloud
The effort has not been without its challenges, but the agency responsible for taxes, software and alcohol now has “modularity and fungibility” to adapt.
Oklahoma city launches portal to help staff field and prioritize 911 calls
The web-based portal will eventually integrate with the city’s CAD system, helping to streamline response times and operations across the police, fire and emergency medical departments, one official says.
Pennsylvania has spent $1.4 million updating its voter registration system — but won’t provide progress reports
The state embarked on a project to update the antiquated SURE system last year. Officials hope to have the new version ready by 2027.
Nonprofit launches forum to help city leaders leverage AI effectively
The AI and Emerging Technology Forum will serve as a platform for local leaders to learn about and pilot new AI tools and use cases.
Report: How governments can partner with startups to deliver better services
Procedural roadblocks could prevent agencies from leveraging partnerships with startups that could otherwise help innovate critical government services, a new report says.
5 ways state and local governments will operationalize AI in 2026
COMMENTARY | Why 2026 will be less about adopting AI and more about embedding it responsibly into the work government already does.
Alaska sees efficiency gains after adopting a new child support system
By leveraging an off-the-shelf solution, Alaska was able to overhaul a decades-old case management platform within two years.
Report: States are taking a cautious approach to agentic AI
The new phase of AI has piqued tech leaders’ interest, but a recent report indicates that they are still trying to understand the technology first.
Breaking down silos and building collaboration can boost government agencies
COMMENTARY | Having a strategic path forward, good partnerships with the private sector and a common purpose can all help departments better collaborate.
