Integrating GenAI in Local Governments: Insights from Southern California

By Thuong “Annie” Bui
July 14, 2025

Over the past few months, I’ve had the unique opportunity to converse with nearly 30 city IT leaders across Southern California, each grappling with the critical question: How should we prepare for integrating Generative AI (GenAI) responsibly and effectively?

The Cautious Approach of City Leadership

One of the most intriguing revelations from my discussions was not just the varying levels of technological advancement among cities, but rather the deliberate caution many leaders exhibited in their approach. In a sector characterized by tight budgets and high accountability, such caution is not merely prudent; it may actually represent a strategic strength.

The Concept of "Manual Intelligence"

I encountered a compelling term during my conversations—“manual intelligence.” This phrase, coined by one IT director, refers to the substantial hours staff dedicate to searching file servers, skimming PDFs, drafting reports, or reformatting data before it becomes truly useful. This description resonated deeply with many leaders I spoke with.

“Manual intelligence,” he explained, “is where the bottleneck lies. That’s where GenAI could really assist.”

Identifying Repetitive Tasks

Across various departments of city government, repetitive tasks are abundant. For example, HR representatives often invest countless hours comparing job classifications among cities by painstakingly checking various websites. Finance teams might labor to convert raw billing reports into pension summaries, and drafting council meeting minutes could take several days if done from scratch. This isn’t merely busywork; it’s an invisible effort that sustains public services.

With staffing shortages increasingly common, these manual tasks become a more significant challenge. Consequently, many cities are eyeing GenAI as a method for support rather than replacement. The technology offers a companion for city employees, helping to alleviate administrative burdens while empowering staff to focus on core responsibilities.

Internal Innovations Over External Hype

Despite the prevalent discourse around AI chatbots and smart assistants, much of the innovation surrounding GenAI is happening within city walls. For instance, one Chief Information Officer (CIO) shared an impressive use case where GenAI now summarizes utility billing data from hundreds of PDFs, a process that previously took several weeks. Similarly, another city developed a custom Generative AI tool to help draft staff reports, significantly reducing the time spent on routine agendas.

Moreover, several cities are currently piloting GenAI applications for varied tasks such as compensation benchmarking, writing grant applications, and automating salary comparisons across public agencies. In these explorations, GenAI is more of a collaborative partner that assists with tasks like brainstorming, drafting, or suggesting—aiming for acceleration rather than full automation.

The Reality Check: Staff Comfort and Digital Literacy

However, the excitement surrounding these technological advancements is often tempered by a reality check. Many city employees express discomfort or uncertainty in utilizing GenAI, and there’s anxiety about understanding how to use these tools safely.

As one IT leader astutely remarked, “We don’t want to invest $10,000 in a tool and only utilize $2 worth of it.” This insight underscores the crucial gap in digital literacy that public sector entities must address.

Building a Foundation for Responsible Use

Digital literacy is increasingly becoming an essential aspect of public service. To benefit from GenAI, city leaders must foster an environment that educates and empowers staff. This involves policies that clearly outline usage guidelines and risk assessments. Additionally, training programs should be designed to stoke curiosity rather than merely ensure compliance.

The Importance of Data Readiness

Another critical theme emerged: data readiness. Some city leaders are hesitant to adopt GenAI tools until their data is clean, current, and well-organized. “Otherwise,” one CIO remarked, “you’re just building a dumb bot.”

Many cities are taking this opportunity to engage in much-needed data cleanup. This includes standardizing file nomenclature, organizing digital folders, and even digitizing decades’ worth of documents. By establishing well-structured data repositories, cities can empower future chatbots to deliver accurate responses across departments. Though this groundwork may seem unexciting, it is vital for enabling the future utility and reliability of GenAI.

A Thoughtful Path Forward

Through these discussions, one overarching takeaway becomes evident: cities do not need to be leaders in the field but must be mindful and deliberate in their approach. GenAI is not a one-size-fits-all solution; it represents a transformation in how individuals seek, comprehend, and act upon information. Given the intricate nature of government operations, where trust is paramount, the stakes are high, and services must be universally accessible. Therefore, this transformation mandates a thoughtful approach.

The potential benefits are substantial: reduced errors, saved time, and a workforce positioned to focus on high-value work—all while providing residents with quicker and clearer assistance.

The Questions That Drive Change

What has resonated with me throughout this research is the type of questions leaders are asking: What problems are we genuinely addressing? Who will benefit from our innovations? What would readiness even entail? These inquiries encapsulate the essence of public service, one that merits attention and dedication.

This research project is ongoing, reflecting only the initial discoveries. What inspires me the most is witnessing how the narrative of digital change is being shaped—not by hype, but by genuine curiosity, cautious innovation, and a commitment to care. Above all, it is driven by public servants eager to feel empowered rather than overwhelmed by technological advancements. This narrative is still unfolding, and I look forward to sharing further insights as the story continues to develop.

Author: Annie Bui is a Doctoral Candidate in Public Administration with a focus on GenAI’s integration into local governments. As the President of the Student Public Administration Association at the University of La Verne and a consultant for the Small Business Development Center, she strives to provide valuable resources for effective technology adoption in the public sector.