What if I told you that your city's next big hire might not be a person, but AI? 

Almost everyone I talk to talks about how fast their community is growing.  The need for more services and housing is reaching all-time highs.  Local governments and other public sector organizations often face the challenge of scaling their services and staff to meet the demand.  In the past, we would increase our budgets, hire staff and ultimately raise taxes to meet the demand.  But a question I always hear is, how much more can we tax ourselves?  

This is where AI plays a role.  AI offers a pathway to sustainable growth, minimizing the need for extensive staff increases while enhancing service delivery.  Put aside the fear and embrace the possibilities; our citizens need it. 

Managing Staff Growth through AI

As cities grow, AI can help maintain a sustainable staff-to-citizen ratio. Instead of hiring in direct proportion to population growth, AI allows cities to manage increased demand. This approach also aligns with natural staff attrition, such as retirements, where AI can absorb some workloads without extensive new hires. 

A common concern with AI adoption is the fear of job displacement. However, when implemented thoughtfully, AI is a support system, not a substitute for human staff. It enables workers to focus on higher-level tasks that require human judgment, creativity, and empathy. 

One example of how staff roles can shift is managing the digital assistant conversation flow. Staff know the questions and answers to many questions citizens will have. Documenting those into a knowledge base and having non-IT staff work with the digital assistants behind the scenes is a role that will be needed. But that role shouldn’t be an IT one. 

The Role of AI in Managing Urban Growth 

A world of digital assistants. 

In the digital age, AI-powered tools like chatbots, voice assistants, and SMS services are revolutionizing how governments interact with citizens. Giving quick information or taking feedback from the public goes a long way in building trust. These digital assistants also add accessibility options. SMS messaging brings city hall right to your fingertips. 

These technologies can handle various inquiries and services, from answering common questions to facilitating transactions 24/7. This not only improves citizen satisfaction but also reduces the workload on staff, allowing them to focus on what matters.  It shouldn’t be about data entry but data quality and assurance. 

Now, for those using CoPilot, the power of this tool is beyond what you have seen; creating custom Copilots for external and internal applications is the future.  If you don’t know what CoPilot is, click here to learn more. 

Automating Internal Processes 

Beyond citizen-facing services, AI can significantly streamline internal government operations. From data analysis to routine administrative tasks, AI can process work quickly and efficiently beyond human capabilities.  Local governments can manage growth by automating these processes without proportionately increasing their workforce. 

You have to think beyond traditional automation and even GenerativeAI, like ChatGPT.   GenerativeAI built in your productivity suite (such as Word, Excel, PowerPoint, Slides, etc) is a great place to start, but it won’t make the changes to transform completely.  That requires a different approach and mindset. I will write an article shortly on leveraging AI within your organization to get deeper results. 

Final Thoughts 

Integrating AI in city governance presents a promising avenue for sustainable growth. By enhancing citizen engagement, streamlining internal processes, and maintaining a balanced staff-to-citizen ratio, AI paves the way for modern, efficient, and responsive governance. The future of city management lies in embracing these technologies.  I will continue to write more articles on my thoughts and learnings on AI and how it can make a difference in your organization.   

Feel free to leave comments and your thoughts.  I am available through direct messages as well.  Don’t forget to follow me on LinkedIn!   

*I am the author of all my posted blog posts. I do not use AI to write my blog posts. Images are created with AI.