What's Happening?
The city of Boston has adopted an AI-native platform, Creatio, to modernize its 311 services, replacing an outdated on-prem system. This transition aims to improve service delivery by efficiently routing
calls, enabling translation capabilities, and addressing staffing shortages. The previous system, based on structured query language servers, was over a decade old and no longer met the city's needs. The implementation of Creatio is divided into three phases: design, go-live, and everyday delivery. The city has completed the integration of major platforms, focusing on change management to familiarize departmental users with the new system. The platform's no-code adaptability allows city officials to make improvements without extensive programming experience, empowering small teams to undertake larger projects.
Why It's Important?
The adoption of Creatio's AI-powered platform is significant for Boston as it enhances the efficiency and responsiveness of city services, directly impacting residents and departmental users. By utilizing a no-code solution, the city gains greater control over software changes, reducing dependency on external vendors. This approach is particularly beneficial for government organizations with limited resources, enabling them to demonstrate a return on investment and make the best use of tax dollars. The platform's predictive and generative AI capabilities streamline workflows and improve interactions, ultimately adding value to citizens. The speed of deployment, as seen in the Election Department's use case, highlights the platform's effectiveness in delivering solutions quickly.
What's Next?
Boston plans to enter the phase of everyday delivery, focusing on smoother communications with residents to enhance their experience. The city aims to measure the impact of these transformations on service delivery, ensuring that improvements are tangible and beneficial. As the platform evolves, it is expected to incorporate agentic AI, allowing it to take actions on behalf of users, further driving efficiencies. The city will continue to explore ways to leverage the platform's capabilities to optimize service delivery and maximize the value provided to its citizens.
Beyond the Headlines
The implementation of AI in public services raises ethical considerations regarding data privacy and the role of technology in governance. As AI systems become more autonomous, cities must ensure transparency and accountability in their operations. The shift towards AI-driven solutions also reflects a broader trend in public administration, where technology is increasingly used to address complex challenges and improve citizen engagement.
