AI Implementation in City Government

Rolland Kornblau, Director of Information Technology, City of San Bernardino

Privacy and Information Security Challenges

• The fundamental tension between transparency and privacy creates complex decision making scenarios where city leaders must determine what data can safely be processed through AI systems without compromising citizen confidentiality.

• Redaction processes, while helpful, are not foolproof and require robust protocols to ensure sensitive information like social security numbers, medical records, or financial details are completely removed before AI processing.

• Data governance policies need to be established that clearly define what types of municipal information can be AI-processed, who has access to AI-generated insights, and how long this information is retained.

• Staff training becomes critical to ensure employees understand the difference between information that’s publicly available and information that becomes public through AI processing, as these distinctions significantly impact citizen privacy.

Efficiency and Speed Benefits

• AI can dramatically reduce processing times for routine tasks like permit applications, license renewals, and basic inquiries, potentially cutting wait times from days to minutes for standard municipal services.

• Document analysis and categorization can be automated, allowing staff to focus on complex cases that require human judgment rather than spending time on administrative sorting and initial review processes.

• Pattern recognition capabilities can help identify trends in citizen complaints, service requests, or infrastructure issues, enabling more proactive municipal management and resource allocation.

“Data governance policies need to be established that clearly define what types of municipal information can be AI-processed, who has access to AI-generated insights, and how long this information is retained”

• Multilingual capabilities of AI systems can provide instant translation services, making city services more accessible to diverse populations without requiring multilingual staff for every department.

Human Interaction and Customer Service Balance

• The challenge lies in identifying which touchpoints truly benefit from human interaction versus those where citizens actually prefer the speed and availability of AI-assisted services.

• Complex or sensitive situations involving disputes, grievances, or emotional distress require human empathy and nuanced understanding that AI cannot replicate, making it essential to maintain clear pathways to human representatives.

• AI can serve as an effective first-line support system that handles routine inquiries and gathers initial information, then seamlessly transfers more complex cases to human staff who are better prepared with relevant background information.

• Training staff to work alongside AI tools rather than be replaced by them creates a hybrid model where technology enhances human capabilities rather than diminishing the importance of personal service.

Implementation Strategy Considerations

• Pilot programs in low-risk departments can help establish best practices and identify potential issues before city-wide implementation, reducing the risk of privacy breaches or service disruptions.

• Citizen communication and education about AI usage in city services builds trust and helps residents understand what information is being processed and how their privacy is protected.

• Regular audits and assessments of AI systems ensure they continue to meet privacy standards and service quality expectations as technology evolves and municipal needs change.

• Collaboration with other municipalities facing similar challenges can provide valuable insights and shared solutions, reducing the burden on individual cities to solve these complex implementation issues independently.

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