Harnessing GenAI to Elevate the Citizen Experience

State CIOs see generative AI as a powerful tool to improve citizen services, reduce administrative burdens, and support frontline workers—but most deployments are still cautious and limited to pilots. Public trust, funding constraints, data quality, and workforce readiness are the biggest barriers to scaling. The report draws on insights from state CIOs, public employees, and citizens to highlight where expectations align—and where they don’t—especially around privacy, transparency, and service accessibility. To move from experimentation to impact, the report outlines six imperatives focused on strategy, governance, data, trust, workforce engagement, and citizen-centered design.