Navigating the Adoption of Generative AI: Best Practices and Use Cases for Government Workflows

Generative AI is a rapidly evolving technology that has the potential to revolutionize government agencies’ workflows and processes. As agencies embrace generative AI, it is crucial to manage concerns and ensure a smooth adoption of the technology by sharing best practices and use cases.

During the 2024 ServiceNow Federal Forum, defense and civilian officials discussed their experiences with generative AI and highlighted the importance of approaching the technology with caution. Alexis Bonnell, CIO at Air Force Research Laboratory, emphasized the need to view generative AI as augmented intelligence that supplements human knowledge rather than replacing it. She stressed the importance of understanding what type of applications and data agencies want to develop using generative AI before integrating it into their workflows.

Catherine Manfre, CTO at the Office of Personnel Management, underscored the need for leaders to have the necessary decision-making frameworks and understanding of the technology to prioritize different use cases effectively. John Lau from the United States Patent and Trademark Office emphasized the importance of focusing on how generative AI impacts the people using it and ensuring that employees have a say in how the technology is implemented.

David Larrimore, CTO at the Department of Homeland Security, highlighted the significance of shifting the culture around generative AI to ensure its successful adoption. He stressed the need for exploring relationships between supervisors and employees, providing communication and training on the technology, and creating awareness about its capabilities.

Overall, managing concerns over generative AI capabilities requires a combination of education, communication, and cultural change within government agencies. By demystifying the technology, involving employees in the decision-making process, and providing support for those not yet ready to use it, agencies can ensure a smooth transition to incorporating generative AI into their workflows.

As generative AI continues to advance, it is essential for government agencies to stay informed, collaborate on best practices, and share successful use cases to maximize the benefits of this transformative technology. By working together and addressing concerns proactively, agencies can harness the power of generative AI to improve efficiency, decision-making, and overall effectiveness in their operations.