AI and Automation: Transforming Government Digital Services for Greater Efficiency and Security

Improving Government Digital Services With AI and Automation

Eric Forseter, vice president of public sector at PagerDuty, emphasizes the need for government agencies to modernize digital operations by advancing artificial intelligence (AI) and automation. He highlights that ensuring security and reliability in government services requires close collaboration among federal agencies, systems integrators, and IT professionals.

In a recent commentary on Federal News Network, Forseter pointed out that AI and automation can help agencies address budget constraints, rising cybersecurity threats, and workforce shortages. He urges public sector leaders to pursue bold innovation rather than incremental changes to keep digital services reliable, secure, and accessible to communities.

Enhancing Incident Management With Generative AI

Generative AI offers practical benefits for government IT teams managing incidents. By learning patterns from existing data, this type of AI can create new content such as code or text to diagnose operational issues, detect vulnerabilities, and automate fixes before small problems become widespread outages.

Forseter also notes the growing adoption of agentic AI, expected to automate or speed up nearly 40% of work, further improving operational efficiency. However, he stresses the importance of developing AI governance frameworks, transparency measures, and ethical guidelines to ensure responsible AI deployment.

Implementing secure, internally controlled AI models allows agencies to reap automation benefits while maintaining compliance with federal regulations and protecting sensitive data.

Optimizing IT Operations With Process Automation

Process automation can streamline IT operations by reducing manual tasks. This enables agencies to improve service delivery, minimize downtime, and reduce human error.

By freeing up staff from routine work, agencies can reallocate resources to higher-impact projects, improving overall efficiency and responsiveness in government services.

• Key actions for agencies:
• Advance AI and automation integration while ensuring security and compliance.
• Develop governance frameworks and ethical guidelines for AI use.
• Automate routine IT tasks to optimize resource allocation and reduce errors.

For government professionals interested in expanding their AI and automation skills, exploring specialized training courses can provide practical knowledge to support modernization efforts. Visit Complete AI Training for options tailored to public sector needs.