Government is refining integrated services through ongoing investment in data sharing and governance. Examples such as the co-location of mental health professionals with 911 dispatchers and police officers demonstrate how shared resources improve outcomes. Further investment in real-time integration, unified records, and AI-driven analytics will strengthen coordination across agencies and organizations, enabling faster, more reliable access to critical services. 

To meet the evolving expectations of residents, government agencies are working to create an interconnected, cohesive service experience emphasizing convenience and efficiency. In health and human services, for example, agencies are working with the Health and Human Services Data Council to advance data-sharing agreements and initiatives to foster collaboration across programs while ensuring resident privacy and consent. 

A “master record” approach—where services like Medicare, SNAP, and TANF operate together as a unified system—helps streamline access to critical information and ensures people receive the benefits they’re eligible for. One such example is New Jersey’s Integrated Population Health Data Project, which facilitates data sharing among state agencies to improve access, public health, and well-being. Consolidating information across programs empowers people with quicker, coordinated access to essential programs, reinforcing public trust and fostering a cohesive experience. 

Justice and public safety agencies also recognize the critical importance of seamless data exchange across jurisdictions to improve efficiency and outcomes. While frameworks like the National Information Exchange Model (NIEM) have provided a foundation for interoperability, technology advancements are enabling local jurisdictions to implement NIEM for the first time. Modern data integration tools and cloud-based platforms are making it easier for smaller agencies to adopt these standards, ensuring real-time data sharing and coordination across systems.  

For example, integrated case management systems are now leveraging AI and advanced analytics to align protocols, reduce duplication, and deliver more timely support. As legacy systems are modernized and information-sharing protocols become standard, these agencies can more effectively coordinate cases and build public confidence through transparent, accessible, seamless interactions.

In federal government, the persistent challenges of technical debt and outdated infrastructure pose risks to critical operations. While issues like fragmented data, legacy systems, and inconsistent standards are not new, agencies are increasingly adopting strategies to mitigate their impact. Investments in modernization, such as transitioning to cloud-based platforms and implementing real-time data integration, are helping to address these barriers, enhancing the resilience and capabilities of government services. These efforts not only reduce risks but position agencies to respond more effectively to future challenges while delivering better outcomes for communities. 

As of 2024, the federal government has reported over 700 AI applications in various stages of development or deployment across agencies. This widespread adoption reflects the growing recognition of AI’s potential to transform government services by automating repetitive processes, improving decision-making, and delivering better outcomes to communities. AI’s ability to boost efficiency and address workforce challenges holds significant promise for future implementation. 

Most states have implemented AI or machine learning:

Source: Government Technology Magazine, November/December 2024

AI-driven automation in areas such as document and workflow processing, compliance monitoring, and revenue forecasting enables government employees to focus on impactful work that directly serves the public and drives meaningful change, especially in the face of staffing shortages and increased workloads. Tools like Slalom’s Intelligent Document Processing accelerator are helping reduce processing time by 50%–75%, enabling agencies to expedite work and respond to community needs more swiftly and effectively.

Incorporating human-in-the-loop AI systems can further amplify these benefits by integrating human oversight and decision-making into AI processes. This collaborative approach enables agencies to meet growing demands more swiftly and accurately, while enhancing their overall effectiveness.

In public utilities, AI is strengthening energy system performance by optimizing energy distribution and monitoring demand to prevent overloads. This innovation is crucial as extreme weather events increasingly strain infrastructure, but the technology’s own environmental impact must be considered. Within justice and public safety, AI is improving efficiency in areas like document/workflow processing and training, while also enabling advanced capabilities in robotics, drones, and biometrics. However, deploying these tools responsibly is essential to ensuring fair, transparent outcomes that align with civil rights protections.

By committing to data governance, transparency, and responsible standards, government agencies across sectors can fully harness AI’s potential, advancing innovation while respecting privacy and workforce values. As the technology becomes further integrated into government operations, a responsible and regulated approach will ensure that AI advances innovation while reinforcing public trust and delivering meaningful benefits to communities. 

For many government agencies, technical debt—the reliance on outdated systems and infrastructure—poses a significant barrier to achieving resilience. Left unaddressed, technical debt compounds over time, increasing vulnerabilities and limiting agencies’ ability to respond effectively to crises or meet evolving community needs. 

To address these challenges, agencies are adopting digital-first initiatives that prioritize greater resilience and citizen-centered service delivery. Chief experience officers are leading efforts to create seamless, accessible systems while updating outdated infrastructure to meet digital demands. By integrating real-time data and unified platforms, agencies are improving responsiveness and ensuring public services remain robust and adaptive for the future.

In public safety, resilient infrastructure plays a vital role in safeguarding communities during disruptions. Investments in interoperable emergency response systems enable quicker, more coordinated responses to crises, ensuring that essential services remain accessible when people need them most. These systems can help address both physical threats, such as supply chain issues and extreme weather, and digital threats, like cyberattacks. By proactively strengthening infrastructure, governments are not only protecting lives and resources but also reinforcing public trust through reliable, community-centered service delivery.

Source: Reducing Technical Debt at the Department of Labor; Gundeep Ahluwalia

With nearly a third of federal employees eligible to retire in 2025, federal agencies are under pressure to bridge the knowledge gap and transfer institutional expertise. Simultaneously, state and local governments are navigating workforce shortages and the growing need to adapt skill sets to emerging technologies. The Office of Personnel Management has underscored the urgency of reskilling public employees, particularly in areas like intelligent automation and data governance. For example, agencies leveraging AI tools to streamline public health responses or manage financial systems are beginning to prioritize training programs that equip workers with both technical and leadership skills. These efforts aim to modernize skill sets, helping public employees use technology to better serve communities. 

In justice and public safety, workforce resilience and diverse recruitment have become critical in addressing staffing shortages and adapting to evolving security needs. Agencies are exploring ways to recruit from broader talent pools and to implement upskilling programs that provide personnel with physical and digital resilience competencies. One such example is the 30x30 initiative, a coalition of police leaders, researchers, and professional organizations working to advance the representation of women in police recruit classes to 30% by 2030. Such efforts help ensure continuity in public safety operations during disruptions, including those caused by climate-related incidents and cybersecurity threats.