Imagine this.
You’re cooking dinner and have a smart assistant who doesn’t just answer your questions but actively helps you plan, shop, and cook. You tell it you want to make lasagna, and instead of just listing a recipe, it checks what ingredients you already have, suggests a shopping list, orders missing items for delivery, and even sets timers while you cook.
This is how agentic AI works—it doesn’t just respond to requests; it takes action to accomplish goals.
Most AI tools today are reactive—they answer questions or complete specific tasks when prompted. Think of a basic chatbot or voice assistant. Agentic AI, on the other hand, is proactive. It can plan, make decisions, and take multiple steps toward a goal with little to no human input.
Instead of just answering, “What’s the weather today?” an agentic AI might say, “It looks like rain this afternoon. I’ve rescheduled your outdoor meeting and ordered an umbrella to your office.”
This next evolution of AI is particularly exciting for local governments, where efficiency, responsiveness, and proactive problem-solving are critical.
(We know. “Make decisions?! That sounds pretty scary.” Read on to see what it’s not as unsettling as you may think.)
Agentic AI won’t transform local government overnight—it will evolve in stages, gradually increasing capabilities while maintaining human oversight and preserving the personal touch. Here’s how we move from today’s AI-powered assistants to true agentic AI for government services:
1. AI as a Source of Information (Available Today)
Right now, local governments can use AI to help constituents find information quickly. This is already happening with AI-powered tools (like Polimorphic’s AI Search, Chatbot & VoiceAI), which allow residents to ask a question and instantly receive answers pulled from official documents, websites, and policies.
Example: A resident types, “How do I renew my business license?” into an AI-powered search bar and instantly gets the right answer, without digging through PDFs or navigating a confusing website.
2. AI as a Connector (Cutting-Edge Today)
The next step is using AI to guide people to the right resources—whether it’s a form, a department, or an external agency (like the county vs. the city). AI can act as a digital traffic director, helping people quickly navigate government services.
Example: A resident calls the city about a property tax issue, and AI determines it’s actually a county responsibility. Instead of bouncing between departments, the AI automatically transfers the call to the correct agency.
3. AI as the Front Desk (Near Future)
Once AI can reliably guide people, the next evolution is letting AI handle inbound requests entirely—acting as the first point of contact for service requests. It won’t replace human staff, but it will triage cases, answer routine questions, and collect necessary information before handing off more complex issues to government employees.
AI won't replace local government staff—it will empower them to focus on higher-value activities and dedicate more time to resident needs that require a human touch.
Example: A resident reports a broken streetlight through an AI-powered virtual assistant. The AI logs the request, assigns it to the appropriate department, and follows up automatically when the repair is completed.
4. AI as a Service Provider (Future Vision)
At the highest level of agentic AI, it will not only guide and triage requests—it will start rendering government services. AI will help process applications, recommend next steps, and ensure cases move through government workflows as efficiently as possible.
Example: When a resident applies for housing assistance, an AI-powered system streamlines the initial process—completing the application, verifying income documents, and identifying eligibility for additional benefits like utility assistance or food support. However, when the AI flags multiple risk factors, such as an eviction notice and school-age children, a social services case manager steps in. They provide the crucial human touch needed to understand the family's unique circumstances, discuss sensitive concerns compassionately, and develop a personalized support plan. While AI handles scheduling and tracking, the case manager focuses on building trust and coordinating across agencies to create a path to stable housing.
And there are many other examples to consider. There will be more applications for agentic AI, including optimizing operations for everything from traffic lights to waste collection, enhancing emergency response through activities like sending automated safety alerts to residents based on their location, and even streamlining public works requests by detecting common issues (e.g., a surge in pothole complaints) and automatically dispatch repair crews.
1. Humans Stay in Control
Governments set the rules for how AI operates. Agentic AI follows guidelines created by humans and doesn’t act outside of its defined responsibilities. It can assist with decisions but doesn’t replace the need for oversight and accountability.
2. It Reduces Bureaucratic Headaches, Not Jobs
Agentic AI is best at handling repetitive tasks—things like processing paperwork, responding to common requests, and analyzing data. This frees up government employees to focus on critical, people-first tasks like community engagement, problem-solving, and strategic planning.
3. Safety and Ethics Are Built-In
Modern AI systems are developed with clear ethical guidelines and safety measures to ensure they act responsibly. Governments can implement transparency measures, like audit trails, to track how AI systems make decisions.
4. Governments Control How AI Evolves
Local governments can choose how much automation they implement and ensure AI tools align with their values and needs. Adoption can be gradual, with pilot programs and ongoing human oversight.
By taking over repetitive, time-consuming tasks, agentic AI allows government employees to focus on human-centered work—helping residents, making policy decisions, and improving community services. Instead of being reactive, cities can prevent problems before they happen, saving time and money while improving quality of life.
Local governments are under constant pressure to do more with less. Agentic AI won’t replace human workers, but it will enhance their ability to serve the community—making cities smarter, more efficient, and more responsive to residents’ needs.
Many local governments are already using AI for basic automation. The next step is embracing agentic AI to create proactive, responsive services. While the technology is still evolving, cities that start exploring these tools today will be better prepared for the future.
Want to learn how AI can streamline your local government operations? Contact Polimorphic to explore solutions designed for the public sector.
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