At a recent event hosted by the Digital Services Coalition, Amy Gleason, acting administrator of the Department of Government Efficiency, discussed the future of government service delivery amid advancements in artificial intelligence (AI). Gleason highlighted plans for America.gov to evolve into a platform that not only centralizes government services but could also integrate AI technology.
“The next step is an authenticated experience,” Gleason stated. “Then, the next step is an artificial intelligence agent that is actually going to do work for you, and you’ll have a dashboard, so you actually know what’s happening.” She emphasized that this evolution aims to improve user experience with government services.
Gleason indicated that AI chatbots might eventually replace individual agency websites, allowing for a more cohesive and user-friendly interface. Despite these aspirations, she expressed concerns about the current limitations faced by government agencies, particularly the lack of skilled personnel and necessary tools to implement such advancements effectively.
“The agencies are really struggling to implement,” Gleason noted. “They don’t have enough tech talent; they’re trying to procure things; and they’re trying to figure out how to adapt and make it secure.” She urged the government to focus on continuous improvement in order to keep pace with the rapid evolution of technology.
Striving for Modernization
The gap between digital government services and industry standards is widening. Recent data from the American Customer Satisfaction Index (ACSI) shows a 2.6% decline in overall satisfaction with federal services over the past year, with the Department of Health and Human Services experiencing the largest decrease at 4%.
Erica Evans, director of operations at the U.S. Digital Service (USDS), highlighted the ongoing challenges agencies face in adopting modern technology. “Many people are still so accustomed to the processes of government forcing you into waterfall thinking,” she said, referring to outdated software delivery cycles. Evans emphasized the need for human-centered design to become a practical part of government operations.
Andi Fisher-Colwill, acting deputy CIO for the Commerce Department, called for a change in the procurement and budget processes to support continuous improvement in digital service delivery. “It’s not two separate phases of developing and delivering a product; it’s a continuous improvement cycle,” Fisher-Colwill stated.
As agencies navigate the complex landscape of modernization, Gleason reiterated the necessity for government entities to build partnerships that anticipate technological advancements. “We need to ensure that we are supporting government adoption and change management,” she said, stressing the importance of a strategic focus amid a rapidly changing digital environment.
