Artificial intelligence is reshaping how agencies deliver services, improve accessibility and build trust with residents. In this Q&A, Luke Norris, vice president of platform strategy and digital transformation at Granicus, talks about implementing AI-powered tools tailored specifically for government to create more inclusive digital experiences.
What are government’s biggest challenges today?
Trust, transparency and effective service delivery have always been priorities, but today there’s even greater urgency to deliver them efficiently. The U.S. Justice Department’s 2026 accessibility mandate, which requires state and local government websites to be accessible for people with disabilities, is front and center. I’m encouraged to see agencies move past just making websites compliant and start rethinking entire experiences to meet residents where they are.
How has the conversation about AI evolved over the past 18 months?
It has moved quickly. Eighteen months ago, most governments were curious but hesitant. Now the shift from pilot projects to serious conversations about scale is happening in weeks, not years. There is also a growing recognition that large language models only work well when paired with accurate, well-curated data. The conversation has become less about hype and more about building the right foundation so AI delivers real, trustworthy results.
How should government leaders evaluate AI opportunities?
Start with a clear goal. Know the outcome you want before you choose the technology. From there, evaluate how an AI solution will help deliver the desired outcome and improve the resident experience. Determine whether the solution can ensure accuracy, guard against bias and protect sensitive data. Confirm that it is designed to grow and adapt as your needs change. The right partner will help you prepare your data, monitor performance and refine the approach so it continues to produce real value.
How can AI help residents get things done?
AI and automation can take the friction out of government services. Agentic AI handles repetitive steps and routes requests to the right place so residents can move through processes faster. The key is to streamline the path. You don’t want to ask someone 100 questions when five will get them to the next step.
What does the government experience look like in 2026?
The future is conversational. Resident demand for digital agents that can answer questions, complete transactions and adapt to context will only grow. Agencies will need to rethink what their websites are for and which services can be fully completed in an AI-driven conversation.
The goal is an experience where residents start, finish and resolve most interactions in one place, without having to navigate multiple forms or systems.
