We are career public servants from different generations, yet our mission is the same, ensuring that government works for the people—efficiently, effectively, transparently, and equitably.
For too long, interacting with local government has been a frustrating experience for residents. Confusing processes, language barriers, and long wait times have made it difficult for people to access basic services.
That is why we are incredibly excited about the progress made here in New Jersey. Thanks to AI-powered tools from govtech companies like Polimorphic, one in three New Jersey residents now has faster and more convenient access to local government services.
Across the state, municipalities and counties are modernizing the way they serve residents. AI-powered chat, voice, and search tools are making it easier for people to get the information they need. Whether it is about property taxes, trash collection schedules, business permits, or emergency updates, this information is now accessible at the palm of people’s hands without a visit to the municipal building in a matter of two clicks or less.
24/7 Access to Answers – No more waiting until Monday morning to get information. AI allows residents to ask questions and get immediate responses, anytime, day or night.
Breaking Language Barriers – Many of our communities are multilingual, and AI-powered translation ensures that all residents no matter what language they speak can get the help they need.
Faster, More Efficient Service – Instead of sitting on hold for 30 minutes or making multiple trips to City Hall, residents can get quick answers through AI-powered chat and voice assistants.
More Transparency & Trust – AI tools provide consistent and reliable responses, ensuring accuracy while reinforcing government accountability.
As an example, Englewood, New Jersey will soon see a dramatic reduction in permit application errors. For the past several years these errors have been running at 70%. AI tools will help reduce processing times by up to three months per application. By linking the AI assistant to Englewood’s online SDL (Spatial Data Logic) forms and CRM (Customer Relationship Management) systems, the City can now provide personalized assistance, ensuring users submit complete and accurate forms. This saves both our residents and staff time and money.
This shift did not happen overnight. It started with a few forward-thinking communities that recognized the power of technology can improve public service. It has quietly grown into a statewide movement, proving that when government embraces innovation with purpose, the results are transformative.
New Jersey is now a national leader in AI-powered government services, and we are just getting started. With continued investment in smart, resident-first technology, we can make government work better for everyone.
Our goal has never been just about making operations more efficient—it is about making government more accessible, more responsive, and more connected to the people we serve.
One in three New Jersey residents are already seeing the benefits. Let us keep building on this momentum to make sure that every community, every resident, and every voice is heard and supported.
Written by:
Robert S. Hoffmann is an Award-Winning City Manager for the City of Englewood, NJ with over 30 years of Municipal Management Experience. He has served as a past President of the New Jersey Municipal Management Association (NJMMA), is a Qualified Purchasing Agent (QPA) and served as an Officer in the United States Naval Reserve during Desert Storm.
Intashan Chowdhury is currently an Internal Management Consultant for the City of Englewood, NJ, Managing Director - Government Strategy Group, Executive Director - Municipal Innovation Summit, and Adjunct Professor of Business Management / Public Administration for BMCC-CUNY | Previously an Award-Winning Municipal Manager, in which he was the youngest appointed professional ever in State of New Jersey history.
