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How the Gov Tech Industry Should Bring AI into Government — ICYMI

Citibot founder Bratton Riley provides a CEO’s perspective on the proper integration of AI-powered solutions to make governments more accessible to the residents they serve.

As we pass the one-year anniversary of the release of ChatGPT, interest in the new technology remains strong. There has been no shortage of conversations and editorials on the subject of generative AI, but how can governments become early adopters? And how should the gov tech industry help the public sector find the "killer app"?

Bratton Riley, CEO of Citibot, has been helping governments leverage communications technology to modernize the customer service experience since 2016. In that time, he's seen AI technology (and government awareness of how it can be used) continue to evolve, and believes that all governments are on a continuum toward becoming more resident-centric organizations — some just haven't quite figured it out yet. And while local governments are essentially a conglomeration of agencies providing services that often have nothing to do with each other — such as registering kids for sports leagues, fixing potholes, getting a business license and paying parking tickets — data on 311 calls have found that the majority of people aren't visiting public-sector websites for such service requests. Instead, most people are just trying to get answers to their questions quickly.

On this episode of ICYMI, Riley discusses how AI has improved both the speed of implementation and quality of the Q&A, approaches to mitigate known issues with generative AI, shares stories of how the technology has helped customers and emphasizes that creating positive digital experiences for the public is the best way to help build trust.


  • Visit to read about their citizen engagement solutions and book a meeting with Bratton to talk AI.


“In Case You Missed It” is Government Technology’s weekly news roundup and interview live show featuring e.Republic* Chief Innovation Officer Dustin Haisler and Deputy Chief Innovation Officer Joe Morris as they bring their analysis and insight to the week’s most important stories in state and local government.

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*Note: e.Republic is Government Technology's parent company.
Dustin Haisler is the president of Government Technology's parent company e.Republic. Previously the finance director and later CIO for Manor, Texas, a small city outside Austin, Haisler quickly built a track record and reputation as an early innovator in civic tech. As President, Haisler drives exponential growth, implements new ideas and promotes a corporate culture that rewards creativity. Read his full bio.
Joseph Morris is the chief innovation officer of <i>Government Technology</i>’s parent company e.Republic and a national keynote speaker on issues, trends and drivers impacting state and local government and education. He has authored publications and reports on funding streams, technology investment areas and public-sector priorities, and has led roundtables, projects and initiatives focused on issues within the public sector. Joe has conducted state and local government research with e.Republic since 2007 and knows the ins and outs of government on all levels. He received his Bachelor of Arts in government and international relations from the California State University, Sacramento.