Artificial intelligence will transform government operations, from back-office employee functions to the front door of constituent and customer experience. Some state and local governments are already seeing the benefits of AI, from improved contact center operations and greater automation to expanded accessibility features that respond intuitively to constituent needs.
With the advent of generative AI (GenAI), governments have even more opportunities to streamline operations and deliver personalized constituent experiences. GenAI can automate information retrieval, categorize insights and generate unique responses to user requests.
Some organizations are embracing this emerging technology for new uses and pilot programs. Others have adopted a more cautious “wait-and-see” approach. Regardless, it’s imperative that governments develop guardrails and regulations to mitigate legal, ethical, privacy and financial risks.
Regulatory frameworks that address the use of AI and GenAI focus primarily on data protection, IT infrastructure security, responsible use of constituent data and trustworthy interactions between virtual assistants and the humans who use them. In the absence of federal AI statutes, some states, including Maine and Washington, have banned GenAI use until well into 2024. Others, like California, Massachusetts, New York, Oklahoma, Rhode Island and Pennsylvania, have established policies around how government entities should procure and use AI and specifically, GenAI. Additionally, some cities, including Boston and Seattle, have established their own policies for the use and regulation of GenAI.
The following is a consistently updated list of generative AI policies, guardrails and other guidance being implemented by states, cities and organizations throughout the country.
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