State governments are stepping into a new era of digital service delivery by exploring generative artificial intelligence (GenAI), to make interactions with citizens faster and more responsive.
However, a new report, “Harnessing GenAI to Elevate the Citizen Experience,” from the National Association of State Chief Information Officers (NASCIO) in collaboration with Accenture, paints a picture of widespread optimism being tempered by the realities of early-stage implementation.
The study surveyed 48 state CIOs, 300 U.S. government workers and 1,000 residents to provide a comprehensive snapshot of GenAI in public service. And findings show a striking gap between aspiration and reality: Over 90 percent of state CIOs indicate they believe GenAI can enhance the resident experience, yet only 6 percent report mature, scaled implementations.
Part of this divide stems from mixed reactions within government agencies, according to the survey. Some employees recognize the potential for time savings, while others remain skeptical about whether GenAI can deliver on its promises. Just 32 percent of government workers feel encouraged to use AI, and only 28 percent report engaging with AI tools several times per week, the report said. These patterns help explain why most current pilots remain focused on internal, low-risk applications, such as automating repetitive tasks and reducing administrative backlogs.
The report also highlights a clear link between task variety and job satisfaction: Employees who spend minimal time on repetitive work report three times higher satisfaction than those whose roles are dominated by such tasks.
This cautious approach is reflected at the leadership and citizen levels as well. Ninety-six percent of CIOs cited “knowing where to begin” as a key challenge when implementing GenAI, while nearly a third of consumers reported facing similar barriers to using AI-driven public services.
At the same time, rising public expectations for high-quality digital experiences are pushing governments to act. The report notes that 75 percent of government workers perceive an increase in resident demand for seamless, high-functioning services. Yet, trust in the type of systems needed to meet those demands remains a hurdle. According to citizens surveyed, 49 percent still prefer in-person interactions over digital, and 50 percent have concerns about privacy and/or security.
Governments are navigating a pivotal moment as they experiment with GenAI, balancing innovation with the need to maintain public trust and engagement.
Tamara Fields, U.S. public service industry lead at Accenture, highlighted the stakes in a statement, writing, “State leaders have a unique opportunity to reinvent how government serves its people. By putting trust, transparency and workforce empowerment at the center of GenAI strategies, states can deliver services that are not only faster and smarter — but also more inclusive and responsive to the needs of every citizen.”
Echoing this perspective, Amy Glasscock, NASCIO program director for innovation and emerging issues and co-author of the report, emphasized that the goal of their research was to provide states with actionable insights to navigate these opportunities, and translate GenAI’s promise into meaningful improvements for residents.
“I think we’re right at the point where states will start using GenAI externally to make citizen services faster, easier and more effective,” she wrote in a statement. “My hope is that this research gives states the kind of insights they need as they navigate how GenAI will improve the way people experience government.”
To guide states from early experimentation toward enterprisewide transformation, NASCIO’s report lays out six imperatives: developing a clear strategy and support, establishing governance and funding structures, prioritizing the worker’s role, leveraging the right technology and data, expanding initiatives at a pace that maintains trust, and crafting services that meet the needs of diverse communities.
The report illustrates that while GenAI adoption remains in its infancy, momentum is growing, and nearly all surveyed CIOs anticipate expanded investments and increased resident-facing deployments within the next year. According to NASCIO, how states navigate these opportunities — maintaining trust, equity and workforce readiness — will shape the future of government technology and the next era of public service.