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Reimagining service delivery in the agentic era with Google Public Sector Matt Schneider Managing Director, US State, Local, and Education, Google Public Sector State and local governments are driven by a shared mission to provide responsive, equitable, and accessible services. However, achieving this goal is often hindered by legacy technical debt, disconnected data, and heavy administrative burdens that slow down mission delivery. This systemic fragmentation creates costly operational bottlenecks across the public sector, including: - Legacy data silos: Crucial caseworker information frequently resides in isolated repositories managed by separate departments. - Manual bottlenecks: Agency personnel spend a significant amount of time managing routine data entry and manual documentation. - Stakeholder and end-user friction: Users are often required to submit identical verification documents multiple times across different platforms because legacy systems cannot interoperate. Today, agents can help break down silos, automate routine and manual tasks, and enable agency employees to focus on high value public services, and the deeply human work they were called to do. AI is the number one priority for state CIOs Across the public sector, AI has rapidly evolved from an experiment to a core part of the strategy. Reflecting on this shift, the National Association of State Chief Information Officers (NASCIO) State CIO top 10 annual report recently ranked AI as the number one priority for state CIOs for the first time. This reprioritization matters deeply for the future of state and local governance: as state agencies face mounting administrative backlogs, aging infrastructure, and shifting public expectations, CIOs recognize that intelligent automation is the central mechanism to increase staff capacity, streamline caseworker workflows, and deliver more responsive, equitable services to local residents. As agencies move from AI pilots and experiments to full-scale adoption, the central question for many agencies becomes: How do we leverage AI to bridge the gap between existing legacy investments and modern service delivery? Leveraging AI for mission impact Google provides an integrated AI stack designed to remove the friction of manual systems integration, with a focus on speed, scale, and cost-efficiency. Let’s take a closer look at some public sector organizations who are partnering with Google Public Sector and putting AI to work: - Utah Department of Transportation (UDOT): Faced the monumental task of identifying and mapping more than 52,000 property parcels. Originally estimated to take 33.5 years of manual labor to complete, UDOT built a unified data platform on BigQuery, completing the entire project in less than one year and freeing engineers to focus on roadway safety. - City of Hartford: Set a national benchmark for inclusive governance by using AI to provide real-time, two-way translation in 80 languages across all public city meetings, expanding participation while achieving $1.3 million in structural cost savings. - City of Chattanooga: Centralized municipal crash and incident data using Google Cloud's AI and analytics tools, enabling city planners and public safety teams to identify high-risk corridors, optimize traffic signal timing, and prioritize infrastructure investments to make streets safer for residents. - Indiana Department of Transportation (INDOT): INDOT deployed Google Cloud’s AI and document analysis models to automate compliance auditing across dense procurement contract repositories and scale smart road infrastructure. Meeting tight 30-day compliance mandates without pulling licensed engineers from active field projects, the solution saved 360 hours of senior engineering labor while automating roadway asset detection to ensure safer, well-maintained highways for residents statewide. - City of Los Angeles: Facing the massive operational demand of hosting global events—including the 2026 World Cup, 2027 Super Bowl, and 2028 Olympic and Paralympic Games—the city is embedding Gemini directly into daily workflows across 45 departments and 27,500 employees. Serving as a force multiplier for municipal staff, the platform automates complex administrative tasks to amplify workforce capacity, accelerating service delivery and expanding multilingual support for over 15 million expected visitors and four million residents speaking more than 224 languages. - Maryland State: The state partnered with Google Public Sector to empower its 40,000-strong workforce using Gemini and Gemini Notebook within a secure, privacy-first cloud foundation. By lowering cognitive load and automating repetitive administrative tasks, agency teams built and deployed a clean water management application in just five weeks-saving thousands of staff hours and accelerating environmental oversight to deliver more responsive, sustainable public services to Maryland residents statewide. Accelerate your AI journey with Google Public Sector The agentic era is all about augmenting human capacity and empowering leaders and builders who make public service possible. Organizations across the public sector are leveraging Google Cloud’s integrated AI stack to redefine how they serve their stakeholders, empower their workforce, and advance their mission. At Google Public Sector, we are excited to partner with pioneering organizations as we build a more resilient, responsive, and connected government, together. Join us at our Google Public Sector Summit on October 20 to hear from public sector leaders who are leveraging AI to re-imagine service delivery in the agentic era.
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