When it comes to modernizing government, implementing new technology should not be the goal. The driver should be mission achievement improving service. Technology should not be the end solution, but an enabler of better processes.
With that in mind, we wanted to take a look at some of the buzziest technology solutions and see how they are enabling better citizen service.
Geospatial Data
A good deal of government service involves knowledge of a location. City, state, and federal governments need geospatial data to inform their work--from efficient emergency response to disaster preparedness and response, to the coordination of major events like Mardi Gras, marathons, and the upcoming World Cup and 2028 Olympics.
In a recent survey, over one-third of government employees (36%) rated geospatial data as "very important" and another 11% as "critical." Nearly 7 in 10 respondents (69%) reported using geospatial data to a moderate or great extent. "In practice, geospatial tools help government communicate crucial information during disasters. When the City of Los Angeles deployed a real-time emergency map during a wildfire, the map garnered 3.5 million views within 36 hours. Similarly, Eagle County, CO delivered wildfire evacuation maps to the public that were viewed 550,000 times during a single crisis.
Wider adoption of geospatial tools is hindered by budget, staffing knowledge gaps (54% of respondents--more than half--admitted they only "know a bit" about geospatial tools), and difficulty connecting to legacy systems.
Automation
Artificial intelligence (AI) and related automation technologies can introduce new efficiencies into government processes. Call centers can use virtual assistants for basic Tier 0 calls and can also help direct callers to the right person for more complex issues.
AI can also help governments become more proactive in their support. For example, if a constituent's request will take 6 months to process, an AI system could schedule regular email or text updates. Doing so would reduce inbound calls and provide more assurance to the citizen that the situation is being handled.
Finally, AI kiosks can supplement online systems and physical locations. El Paso County, TX uses AI-enabled kiosks to allow residents to complete court-related tasks, from submitting forms and payments to accessing legal guidance, in both English and Spanish. The kiosks are placed in strategic community locations. One such location, at Fort Bliss, allows service members to fulfill court-related obligations without taking leave or leaving the base. In just one month, nearly 500 military residents used the kiosk.
IoT
Internet of Things (IoT)-connected sensors and devices can provide real-time data on infrastructure, including power lines, roads and bridges, traffic, water sources, and more. The data gathered by these devices not only inform city planners, but can be shared with the public, letting people know where there are transportation delays or alerting people to the fact that an infrastructure repair is already in progress. This could greatly cut down on call volume from multiple people reporting the same issue.
For more on digital modernization's impact on citizen experience, check out these resources:
- Building a Strong Foundation for Ethical AI in Government (December 11, 2025; webcast) - Government agencies face increasing pressure to deliver citizen-centric services while managing constrained budgets and growing data volumes. Implementing AI offers transformative potential, but unlocking its full potential requires overcoming the hurdles of data silos, data quality issues, and limited data governance.
- SNG Live: Digital Experience (January 21, 2026; Washington, DC) - Federal technology leaders explore how automation, AI, and other emerging innovations are transforming the way government works. Attendees will hear firsthand how agencies are reducing redundancies, cutting costs, and accelerating outcomes--while delivering better, faster services to the public.
- EMERGE: Modern Government (February 12, 2026; Washington, DC) - Federal agencies are under increasing pressure to modernize systems, streamline processes, and deliver services that meet the expectations of today's citizens. Advanced technologies including agentic AI, AI software development, and automation are creating opportunities for leaders to harness innovation in holistic ways that make government more efficient, effective, and responsive.
- Harnessing GenAI to Elevate the Citizen Experience (white paper) - State CIOs see generative AI as a powerful tool to improve citizen services, reduce administrative burdens, and support frontline workers--but most deployments are still cautious and limited to pilots. This report draws on insights from state CIOs, public employees, and citizens to highlight where expectations align--and where they don't--especially around privacy, transparency, and service accessibility.
- From Services to Experiences: The Next Generation of CX (white paper) - Government agencies are rethinking public service delivery by shifting from reactive support to personalized, proactive engagement. This transformation is driven by technologies like agentic AI, unified resident profiles, and mobile-first platforms that empower both staff and citizens. Success is no longer measured by call volume or resolution time alone, but by trust, access, and satisfaction. With greater attention to AI governance and data transparency, public-sector leaders are laying the foundation for smarter, more inclusive citizen experiences.
Learn more about successful citizen service improvements on GovEvents and GovWhitePapers.
