Artificial intelligence (AI) is transforming local government services worldwide, enhancing efficiency, citizen engagement, and decision-making. This shift is not uniform globally; it reflects regional priorities and technological strengths. From automating back-office operations to optimising urban planning, the adoption of AI in local government demonstrates its potential to redefine governance. Below, we explore the evolution, key technologies, and service areas where AI is making the most impact.
Global Distribution and Adoption Trends
The adoption of AI in local government is most prominent in China, the US, and the UK, which account for more than half of all implementations. China leads with 62 implementation points, focusing on Neural Networks (NNs) and Computer Vision (CV). The US follows with 53 implementation points, primarily leveraging Natural Language Processing (NLP). The UK, with 45 implementation points, exhibits balanced usage of NLP and Robotic Process Automation (RPA). Other countries, such as Australia, Sweden, and Canada, are also notable players, with AI implementations in areas like public health and waste management.
Fig 1. Use cases by country. Unlocking Artificial Intelligence Adoption in Local Governments: Best Practice Lessons from Real-World Implementations by Tan Yigitcanlar, Anne David, Wenda Li,Clinton Fookes ,Simon Elias Bibri, and Xinyue Ye.
Fig 2. AI technology by US, UK, and China from Unlocking Artificial Intelligence Adoption in Local Governments: Best Practice Lessons from Real-World Implementations by Tan Yigitcanlar, Anne David, Wenda Li, Clinton Fookes, Simon Elias Bibri, and Xinyue Ye.
Over the years, the focus of AI applications has evolved. For instance:
2018: AI was primarily used in back-office work, permits and licensing, and traffic management in larger municipalities.
2020: Applications expanded to public health and information management to encompass more local organizations.
2022: Waste collection, transportation, and traffic management became significant areas of AI integration.
2024: Widespread adoption of Neural Language processing to enhance meeting management in all types of municipalities.
Fig 3. Local government services supported with AI by year from AI technology by US, UK, and China from Unlocking Artificial Intelligence Adoption in Local Governments: Best Practice Lessons from Real-World Implementations by Tan Yigitcanlar, Anne David, Wenda Li,Clinton Fookes ,Simon Elias Bibri, and Xinyue Ye.
AI Technologies Driving Change
Natural Language Processing (NLP):
Natural Language Processing (NLP) has emerged as a key technology for improving government-citizen interactions. Natural Language Processing-powered chatbots and virtual assistants offer 24/7 support, answering frequently asked questions (FAQs) and guiding users through complex processes. Beyond communication, Natural Language Processing excels at extracting insights from vast textual data, enabling sentiment analysis to assess public opinion and inform policy.
For example, during the COVID-19 pandemic, Boston’s Mayor’s Office of Food Access developed an SMS-based chatbot in multiple languages to provide contactless food delivery services, showcasing how NLP can enhance accessibility and equity in public services.
Robotic Process Automation (RPA):
Robotic process automation (RPA) automates repetitive administrative tasks, such as license renewals and application processing, significantly reducing workloads. By ensuring accuracy and minimising errors, RPA enhances compliance and reduces operational costs. Norwich City Council in the United Kingdom utilised robotic process automation (RPA) to automate responses to debt relief requests, streamlining processes across six departments.
Neural Networks (NNs) and Computer Vision (CV):
China’s emphasis on neural networks (NNs) and computer vision (CV) is evident in smart waste management systems and environmental monitoring. Hangzhou Municipality uses AI to improve waste-sorting accuracy, reducing pollution and enhancing recycling efforts
Service Areas Revolutionised by AI in Local Government
Urban Planning and Transportation
Smart traffic systems use AI to adjust signal timings, reducing congestion. AI also supports infrastructure planning, such as Rotterdam Municipality’s use of 3D simulations to assess flood risks, ensuring resilient urban development.
Administrative Efficiency
AI-driven meeting minutes generation where the Clerks and Recorders do not have to transcribe meeting recordings or write minutes. For instance, the City of Hyde Park has already transcribed and generated minutes for 53 meetings in 2024. With the evolution of AI, the employees at the City of Hyde Park saved almost 160 hours.
Environmental Management
AI enhances waste management, pollution tracking, and resource conservation. For example, Guangyang Island in China uses AI-integrated systems for comprehensive ecosystem monitoring, ensuring sustainable development.
Healthcare and Wellbeing
AI chatbots streamline healthcare services by assisting citizens with appointments and information. During the pandemic, AI-enabled systems enhanced public health measures, such as contactless service delivery and real-time health monitoring.
Public Safety and Emergency Response
AI-powered heatmaps based on issues detection in the Hey311 system allowed the City of Clayton to pinpoint 3 main priority areas for water leaks in the municipality. This understanding of the data significantly reduced Water Boil emergencies for their residents.
AI Implementation for ClerkMinutes by the HeyGov team
The evolution of AI prompted HeyGov to include it in its tools. HeyGov were at the forefront of innovation of AI in local government services since 2020, with its first AI implementation in the Hey311 system. This initiative incorporated Computer Vision to assist residents in categorizing 311 issues they submitted and Machine Learning to suggest which municipal departments should handle these issues. This two-fold implementation streamlined issue reporting and resolution processes, enhancing efficiency for residents and local governments alike. The initial utilization of Hey311’s AI systems started in Wisconsin, US, mainly by many Town Web customers.
Building on this foundation, HeyGov explored AI integrations in subsequent products in 2021 and 2022, including HeyLicense, HeyGov Pay, and HeyReserve. However, the complexity and nature of Robotic Process Automation (RPA) systems delayed the launch of AI-driven features for these digital services.
The most advanced AI implementation was achieved in the ClerkMinutes app, which employs Computer Vision (CV), Natural Language Processing (NLP), and Neural Networks (NN). This robust AI framework facilitates multiple functions, including analyzing uploaded agendas, transcribing video recordings, assigning speakers, and generating meeting minutes. Its use became widespread across 20 states in the US in 2024. It exemplifies the potential of AI to modernize local government workflows, saving time and improving accuracy for municipal clerks for local government meetings.
The Path Forward
AI’s integration into local government is reshaping public service delivery by:
Automating routine tasks to enhance efficiency.
Leveraging data-driven insights for informed decision-making.
Improving citizen engagement through responsive technologies.
The team that delivered ClerkMinutes is already working on a new exciting app that will use Image Generation AI models that will help municipalities communicate more effectively with their communities.
With the evolution of AI the future promises even greater innovation, with AI enabling smarter, more sustainable governance models. As municipalities continue to embrace these technologies, they can foster more connected, satisfied communities while addressing complex societal challenges with precision and agility.
Written by Atanas Prchev