AI is increasingly transforming government. SOS has been modernizing systems to better leverage AI technology, as with its data tool, Captain Record, which helps officials find information in more than 20 million pages of files, according to Robert Fulk, CIO of SOS. AI can also personalize education and improve outcomes for learners.
The Notary Education LMS consolidates multiple systems for a more secure and streamlined experience and improved compliance with notary governance under Title 75 of the Indiana Administrative Code. The project took about six months from start to finish, Fulk said, and the platform officially launched Aug. 28.
The catalyst for the endeavor, in large part, was feedback from users about the previous process’ limitations. SOS had received complaints, Fulk said, about the user experience. From a technical perspective, the multiple integrated systems could cause the process to be “very clunky,” he said, and technical issues could hinder users’ ability to access certificates or complete their training. And the training itself had limitations, too; it was primarily education using slide decks that were not engaging to learners.
Fast-forward to the platform as it is today: Mobile-friendly content is segmented for a microlearning approach using short videos and infographics, and with AI supporting the process.
The educational content itself was developed with instructional designers based on existing offerings and legislative requirements. But AI technology is used to make that content more engaging and format it into audio and video for learners, creating AI-generated actors that can share information. To do this, SOS used Google’s Gemini Vertex AI, which Fulk likened to “the modern Adobe Creative Suite.” The process of creating video for this content would have taken weeks or months, he explained, as it would have required finding actors, paying them and filming reshoots as needed. With this technology, he said, it can be done in minutes.
The modernized platform replaces one that was developed 20 years ago, when such content wasn’t as engaging as it could be made today. From an administrative perspective, the old system broke frequently, Fulk said, making management difficult. The new system addresses the quality of the content and the stability of the platform delivering it.
Notably, if changes need to be made, the new platform allows SOS officials to do so “in a second,” Fulk said. Built-in AI enables officials to generate or modify content and courses. The platform also integrates AI technology within the training experience itself with a virtual instructor, powering an adaptive learning experience to support each user’s needs.
As soon as the platform launched, officials started to receive positive qualitative feedback about the improvements, Fulk said. They’re able to track compliance and see training time for users — which has been reduced — and adjust specific areas in which learners are having challenges.
“And we’re getting better engagements, we’re getting better feedback, and the completion rates already are going up,” he said, indicating administrative overhead has been reduced and more insights are available.
Another important component of this platform is that it is accessible — an issue with its predecessor. The federal government requires that all digital products and services from state agencies must be accessible by April 2026 — a deadline that is fast approaching. The new system is 100 percent accessible, Fulk said, and it improves usability as well: “We’re addressing both; they’re not mutually exclusive.”
The project’s first phase entailed replacing the learning management system and the content, and integrating with the state’s payment processing. The second phase will replace the notary licensing process. This piece, currently in development, is expected to be launched by February.
The registration process to become a notary is documentation-heavy, but it is going to be completely automated, he said. This means that when individuals are applying to be a notary or renew their notary license, AI will review submitted materials and make recommendations for improvement. There will be human oversight monitoring that process, but significant time savings are expected through automation.
“We’re not reducing staff, but what we’re doing is reducing the administrative burden,” Fulk said, underlining that processes like data entry will be automated but a human will remain in the loop.
AI is embedded in the system, Fulk said, and officials are looking to make agentic AI part of the review and licensing process. Fulk said he is embracing new technology without fear — with proper governance and controls in place.
Ultimately, this platform is intended to serve as a framework for other trainings across SOS’ Business Services Division and elsewhere, Fulk said.
