AI for Citizen Service Exploring AI in Government

The U.S. government and agency leaders have the distinct challenge of finding ways to serve all people and meet their diverse needs. Taking advantage of AI can be a gamechanger for resource-constrained agencies, enabling improvements in customer experience by providing more seamless interaction through digital transformation. What is the current state of customer experience in the federal government? How can agencies use AI to improve performance? What are the challenges in using AI for customer service?
 
Hosts Dominic Delmolino and Kathleen Walch explore these issues in conversation with Federal Chief Information Officer Suzette Kent and Courtney Winship, division chief of the digital services division at the Office of Citizenship & Applicant Information Services, under the U.S. Citizenship and Immigration Services.  Suzette Kent shares how the federal government hopes to use AI to transform citizen services, especially in terms of policy and strategy. Given broad mandates and constituencies to serve with often limited resources, they also explore how specific agencies are using AI to improve customer service. Courtney Winship spoke to this aspect and the elements of her work at USCIS, where she oversees the digital tools used to simplify the immigration experience.