The Pothole That Learned to Report Itself
In San José, California, a pothole no longer waits for a resident to notice it, dial 311, describe the exact block, and hope somebody dispatches a truck. A camera mounted on a city vehicle sees it first, tags it with 97 percent accuracy, and files the ticket before a tire ever hits it.[^1] That is not science fiction. That is a Tuesday. And it is a small, unglamorous preview of a much bigger shift already reshaping local government from the sidewalk up.
Ninety-five percent of English councils are now using or exploring artificial intelligence, up ten points in a single year.[^2] In the United States, roughly forty-six percent of state and local government employees say they are already using AI tools at work, most often to draft, summarize, and process documents.[^3] The technology is no longer arriving. It has arrived, in the break room, on the laptop, and inside the permit-review queue. The only real question left for cities, counties, and towns is whether their people will shape how AI shows up in the public square, or watch it show up without them.
AI Literacy Is a Culture, Not a Course
There is a tempting way to approach AI literacy that goes something like this: buy a training package, run everyone through a two-hour webinar, print certificates, declare victory. It fails almost every time. Skills learned in a stuffy conference room on a Thursday afternoon evaporate by Monday morning, especially when the tools change every quarter.
What actually works looks less like a class and more like a habit. A community of practice where a records clerk can show a planner the prompt that cut her weekly report in half. A monthly demo lunch where the parks department shares what worked and what embarrassed them. A shared prompt library, living on the intranet, that grows the way a good recipe box does, with dog-eared favorites and honest notes about what to skip.
Partnerships accelerate this culture. A community college down the road, a research lab at the state university, a civic-tech nonprofit, or a vendor willing to co-design instead of just sell — each one brings expertise that most municipalities cannot afford to hire full-time. Bloomberg Philanthropies' City AI Connect platform, launched to link local governments experimenting with generative AI, is a working example: peer cities swapping playbooks on multilingual chatbots and transit optimization, so nobody has to invent the wheel alone.[^4]
For those just starting out, the on-ramp is simpler than it looks. Pick one recurring task you hate. Try one AI tool on it this week. Tell one colleague what happened. That is literacy. Everything else is scaffolding.
The Fear in the Room Is Real, and It Deserves an Answer
Seventy-one percent of Americans worry that AI will permanently displace workers.[^5] Inside public-sector organizations that have already adopted AI, sixty-nine percent of employees say "AI anxiety is real" in their workplace, driven by concerns about job security, ethics, privacy, and misinformation.[^6] Any leader who walks into an all-staff meeting waving a shiny pilot without acknowledging that fear is going to lose the room before the slides load.
The honest answer is not a pep talk. It is a promise, backed by policy. When Seattle rolled out its generative AI policy, it did not lead with hype. It led with a vetting process, disclosure requirements, and rules about attribution and sensitive data — the boring, trust-building infrastructure that tells employees the city is treating this seriously.[^7] San José went a step further and required employees to log their generative AI use through an internal reporting form, creating a public record of what was tried and what worked.[^8]
Three moves consistently soften resistance without pretending the concerns are silly:
Name what will not change. "Nobody is being laid off because of this pilot" is a sentence worth saying out loud, in writing, more than once.
Put staff in the driver's seat. The clerk who processes 300 permit applications a week knows exactly where an AI assistant would help and where it would create chaos. Ask her before the vendor demo, not after.
Reward the sharing of failure. A pilot that flopped and taught the team something is more valuable than a pilot that was quietly buried.
The PwC 2025 Global Workforce survey found that daily generative AI users report higher productivity, higher pay, and higher job security than their peers.[^9] That is worth telling employees plainly. The people who learn to work alongside these tools are not the ones being replaced. They are the ones being promoted.
Start Where the Paperwork Hurts
The instinct in government is often to swing for the fences — a citywide AI transformation, a fifty-page strategic plan, a task force with a name that fits on a coffee mug. The instinct works better in reverse. Start with the smallest problem that annoys the most people.
San José did not launch its road-safety AI as a citywide moonshot. It bolted cameras onto a handful of city vehicles, tested pothole detection, hit 97 percent accuracy, and only then expanded to street sweepers scanning for bike-lane obstructions and construction debris.[^10] Buenos Aires did not build a citywide digital twin. It built "Boti," a WhatsApp chatbot for residents, and now handles roughly five million conversations a month through it.[^11]
Good first candidates for AI look almost boring on paper:
Tasks that repeat hundreds of times a week with only small variations, like triaging 311 tickets or extracting data from scanned forms.
Work that already generates enormous datasets nobody has time to read, like inspection reports, meeting minutes, or public comments.
Front-door services where residents wait too long for simple answers in the language they actually speak at home.
Whatever the first project is, define what "good" looks like before turning anything on. Not "we deployed AI." Something measurable: response time cut by X, backlog reduced by Y, resident satisfaction held steady while staff hours dropped. A pilot without a scoreboard is a demo, not a decision.
Data Is the Foundation, and Trust Is the Roof
An AI tool is only as good as the data it is fed, and public data is often held together with duct tape and institutional memory. Records live in three different systems, use four different naming conventions, and are guarded by the one employee who remembers why. Cleaning that up is not glamorous, but it is the difference between an AI pilot that dazzles and one that quietly hallucinates its way into a lawsuit.
Privacy sits right next to data quality, and residents are watching. Half of public servants who use AI at work are reaching for publicly available consumer tools, which is exactly how sensitive constituent data walks out the door.[^12] A serious local government AI program answers three questions in writing, in plain English, and in public:
What data can be fed into which tools, and what absolutely cannot.
How residents are told when AI touched their case, and how they can opt out or appeal.
Who inside the organization reviews AI outputs before they affect a person's benefits, permit, or safety.
Transparency is not a compliance checkbox. It is the reason a parent trusts a school district's AI-assisted enrollment system, or does not. Get the plain-English version right first. The legal version will follow.
Break the Silos Before the Silos Break the Project
The best AI ideas rarely come from the IT department alone. They come from the moment a librarian, a code-enforcement officer, and a data analyst end up in the same room and realize they have been solving three versions of the same problem for a decade. Cross-departmental working groups, hackathons that invite frontline staff, and standing "show and tell" sessions where teams demo what they built last month are cheap, and they compound.
External collaboration matters just as much. Neighboring jurisdictions almost always face the same headaches, and a joint pilot with a shared vendor contract can cut costs while doubling the learning. Community groups, especially those representing residents who are historically underserved by digital services, need to be at the design table early, not surveyed after launch. An AI chatbot that works beautifully in English and stumbles in Spanish or Mandarin is not a chatbot. It is a new form of exclusion.
The Real Question Is Not Whether. It Is Who Decides.
AI in local government is not coming. It is here, in the drafting of memos, the routing of complaints, the flagging of potholes, the summarizing of council packets, the answering of the phone at two in the morning. The choice in front of every city manager, department head, first-year analyst, and new hire is not whether to engage. It is whether to shape what engagement looks like, or to inherit whatever the vendors, the headlines, and the loudest voices decide for them.
If you are a leader, the question this week is not "should we do AI." It is "what is the smallest, most honest pilot we can start on Monday, with the people most affected in the room?" If you are early in your career, the question is not "will AI take my job." It is "which repeatable, tedious part of my week can I hand to a tool by Friday, so I can spend Monday on the work that actually needed a human?"
The pothole is already reporting itself. The permit is already being pre-checked. The chatbot is already answering in three languages. The only remaining variable is you.
Pick the one thing. Try it this week. Tell somebody what happened.
That is how a city learns.
References
[^1]: City of San José. 2025. "San José AI Road Safety Pilot Data Shows 97% Accuracy." News release, September 29, 2025. https://www.sanjoseca.gov/Home/Components/News/News/6926/4699.
[^2]: Local Government Association. 2025. State of the Sector: Artificial Intelligence — 2025 Update. London: Local Government Association. https://www.local.gov.uk/publications/state-sector-artificial-intelligence.
[^3]: MissionSquare Research Institute. 2025. Artificial Intelligence in the Workforce: A Survey of State and Local Government Employees. Washington, DC: MissionSquare Research Institute. https://research.missionsq.org/content/media/document/2025/5/Artificial_Intelligence_StateLocalEmployees.pdf.
[^4]: World Economic Forum. 2024. "How 5 Global Cities Are Innovating with Generative AI." July 24, 2024. https://www.weforum.org/stories/urban-transformation/generative-ai-smart-cities/.
[^5]: Reuters. 2025. "Americans Fear AI Permanently Displacing Workers, Reuters/Ipsos Poll Finds." August 20, 2025. https://www.reuters.com/world/us/americans-fear-ai-permanently-displacing-workers-reutersipsos-poll-finds-2025-08-19/.
[^6]: KPMG in Canada. 2025. "Half of Public Servants Turn to AI, Raising Risks." September 2025. https://kpmg.com/ca/en/media/2025/09/half-of-public-servants-turn-to-ai-raising-risks.html.
[^7]: Smart Cities Dive. 2023. "Generative AI Is Here. This Is How 5 Cities Plan to Manage Its Use." November 16, 2023. https://www.smartcitiesdive.com/news/artificial-intelligence-how-cities-plan-tech/699906/.
[^8]: Smart Cities Dive. 2023. "Generative AI Is Here. This Is How 5 Cities Plan to Manage Its Use." November 16, 2023. https://www.smartcitiesdive.com/news/artificial-intelligence-how-cities-plan-tech/699906/.
[^9]: PwC. 2025. Global Workforce Hopes and Fears Survey 2025. London: PwC. https://www.pwc.com/gx/en/issues/workforce/hopes-and-fears.html.
[^10]: StateScoop. 2025. "AI Now Powers Street Hazard Detection in San Jose, Calif." September 29, 2025. https://statescoop.com/san-jose-ai-street-hazard-detection/.
[^11]: Tomorrow.City. 2025. "How Generative AI Is Shaping Today's Cities." February 3, 2025. https://www.tomorrow.city/how-generative-ai-is-shaping-todays-cities/.
[^12]: KPMG in Canada. 2025. "Half of Public Servants Turn to AI, Raising Risks." September 2025. https://kpmg.com/ca/en/media/2025/09/half-of-public-servants-turn-to-ai-raising-risks.html.
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ABOUT THE ROLE The Office of the Comptroller’s Bureau of Information Systems is seeking an IT Service Delivery Manager to lead and manage the organization’s IT support operations. This role ensures high-quality technical support and excellent customer service for end users by overseeing service desk staff, incident management processes, and service delivery performance. The manager will drive continuous improvement initiatives, implement ITIL-based processes, and integrate AI tools like Microsoft Copilot to enhance efficiency and user experience. This position is open only to current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager or those reachable on the civil service list for that title. KEY RESPONSIBILITIES Service Desk Operations - Manage daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests - Monitor ticket queues, escalation processes, and service level agreement (SLA) compliance - Ensure consistent delivery of high-quality customer support across all channels Team Leadership & Management - Lead, mentor, coach, and evaluate service desk analysts and support staff - Schedule staffing coverage to meet operational needs - Conduct performance reviews and support professional development plans Incident & Problem Management - Oversee major incident response and communication processes - Coordinate escalations with infrastructure, application, security, and vendor teams - Analyze recurring issues and implement root cause solutions Customer Service & User Support - Maintain high levels of customer satisfaction through responsive support - Act as an escalation point for complex or high-priority issues - Gather and review user feedback to improve service quality Reporting & Metrics - Track and report on service desk KPIs - Prepare operational reports for IT leadership and stakeholders Process Improvement & ITSM - Implement and improve ITIL-based service management processes - Maintain and optimize ticketing and knowledge management systems - Identify automation opportunities to improve efficiency Technology & Vendor Coordination - Collaborate with internal IT teams and third-party vendors to resolve issues - Assist with onboarding new technologies and support processes - Ensure proper asset tracking and support documentation MINIMUM QUALIFICATIONS Candidates must meet one of the following criteria: 1. A master's degree in computer science plus three years of progressively responsible full-time IT experience (including applications development, systems development, data communications, networking, database administration, data processing, or user services). At least 18 months must be in an administrative, managerial, executive, or supervisory capacity. 2. A baccalaureate degree plus four years of progressively responsible full-time IT experience as described above. 3. A four-year high school diploma (or equivalent) plus six years of progressively responsible full-time IT experience as described above. 4. A satisfactory combination of education and experience equivalent to options 1, 2, or 3. All candidates must have at least a high school diploma and three years of relevant experience, including 18 months in an administrative, managerial, executive, or supervisory role. PREFERRED SKILLS - Experience managing hybrid or remote support teams - Knowledge of Microsoft 365, Active Directory, networking, endpoint management, and cybersecurity fundamentals - Experience with SLA management and KPI reporting - ITIL Foundation certification SPECIAL REQUIREMENTS - Eligibility: Open only to current City of New York employees serving in a permanent Civil Service title of Computer Systems Manager or those reachable on the civil service list for that title. - Application Requirement: Applicants must clearly indicate their current permanent Civil Service title and/or their score and list number on the open competitive list for Computer Systems Manager on their resume and cover letter. - Exam May Be Required - 55-a Program: Open to qualified persons with disabilities eligible for the 55-a Program. Indicate intent at the top of resume and cover letter. - Residency: New York City residency is not required. SELECTION PROCESS - Standard city hiring processes apply. - Submission of a resume is not a guarantee of an interview. HOW TO APPLY - Apply via the city jobs portal using Job ID 785030 - Application deadline: Posted until 09/06/2026 EMPLOYMENT DETAILS - Department: BIST-Service Desk, Office of the Comptroller - Location: Manhattan, NY (1 Centre St.) - Type: Full-Time - Experience Level: Manager - Job Level: M2 - Number of Positions: 1 - Benefits: Eligible for Public Service Loan Forgiveness (PSLF) and state repayment assistance programs.
ABOUT THE ROLE The Administrative Office of the Courts is seeking a Senior Software Developer to lead and oversee the development, configuration, integration, testing, and deployment of complex agency-wide information systems for the state courts system. This position provides senior-level expertise to all software development functions and embodies core values of integrity, inclusion, accountability, and teamwork. KEY RESPONSIBILITIES - Collaborate with project managers, business analysts, and IT resources to develop applications using the Software Development Life Cycle. - Serve as the technical leader in highly complex software or application development efforts. - Develop and maintain functionality used by software applications, including change management, security, authentication, and system-wide configurations. - Define and analyze IT problems, conduct in-depth research, and provide recommendations based on business and technical requirements. - Review and comment on functional and technical specifications written by staff. - Develop applications and software solutions using assigned languages, platforms, and frameworks. - Conduct code reviews of other software developers' work products. - Create and maintain technical documentation for research and reference. MINIMUM QUALIFICATIONS - A combination of education and experience demonstrating working knowledge may substitute for the listed qualifications. - Bachelor's degree in Information Technology, Computer Science, or a closely allied field. - Eight years of experience in a complex information technology environment. - Six years of experience developing and enhancing applications using C#, .NET, MS Entity Framework, or other high-level languages and tools. - Highly proficient in major programming languages and frameworks such as C#, .NET, and MS Entity Framework. - Demonstrated experience applying software development methodologies and leading design and implementation efforts at a senior level. - Experience developing web front-end applications using frameworks such as Blazor, Angular, React/Vite, or similar. - Experience with version control systems like Git and DevOps CI/CD practices using Azure DevOps or GitHub Actions. - Experience writing and optimizing complex SQL, including stored procedures, functions, and multi-table queries. - Advanced SQL skills, including query performance tuning, indexing strategy, execution plan analysis, and database schema design. - Knowledge of the fundamentals of Enterprise Architecture. - Proficient in utilizing Microsoft 365 products. SPECIAL REQUIREMENTS - Experience using AI-assisted development tools in a professional setting with sound judgment to balance productivity against code quality and security. - Experience integrating AI capabilities into new or existing applications, such as building custom copilots or embedding AI into workflow automation. - Ability to establish or contribute to team standards and guardrails for AI-assisted development. - Must reside in Washington State unless an exception is approved. - Must possess work authorization that does not require sponsorship by the employer for a visa now or in the future. - Must be able to provide proof of identity and eligibility to work in the United States. - Must pass a background check, including criminal history, prior to new hire. SELECTION PROCESS 1. Submit an online application and required documents before the closing date. 2. Applications will be reviewed to assess qualifications, education, and experience. 3. Qualified candidates will be invited for an interview. 4. Selected candidates will undergo a background check including criminal history. HOW TO APPLY - Applications are accepted electronically until September 2, 2026, at 11:59 PM Pacific. The agency reserves the right to close the recruitment at any time but no sooner than seven calendar days after posting. - Click the apply link in the original job posting to review the full job description, application submission requirements, supplemental questions, and to apply. - For assistance or alternative formats, contact the Human Resource Office at (360) 704-4143, fax (360) 586-4409, or email Recruitment@courts.wa.gov. EMPLOYMENT DETAILS - Location: Thurston County - Olympia, WA - Department: Administrative Office of the Courts, Information Services Division - Job Type: Exempt, Regular, Full-Time - Job Number: 2026-75 - Remote Employment: Requires at least 2 days per week working onsite at agency facilities. - Schedule: Workweek may fluctuate depending on workload or agency needs. Not overtime eligible. Overnight travel may be required. - Benefits: Comprehensive benefits package offered by the State of Washington. - Employer: State of Washington, Equal Opportunity Employer. The agency does not use E-verify and is not eligible to extend STEM-Optional Practice Training.
ABOUT THE ROLE The Manager, Open Data and Analytics leads the Open Data and analytic efforts for the City of Cleveland in the Office of Urban Analytics and Innovation (Urban AI), reporting to the Director. This role enables improved decision-making through data analytics, increases transparency and quality control through data access, and establishes data governance. The team is responsible for fostering a culture of data and continuous improvement to modernize City Hall, improve operations, and better deliver services to residents. KEY RESPONSIBILITIES - Define and lead complex, cross-departmental analytics and data projects to successful completion - Develop and launch complex analytic solutions supporting city strategic initiatives - Oversee operations of the city's Open Data Portal and plan for continuous improvement - Support city departments in using analytic tools such as Power BI and GIS - Develop and implement change management strategies to maximize employee adoption of data products - Facilitate community engagement and awareness of City data initiatives through partnerships, nonprofits, and hackathons - Serve as the liaison to city staff, departments, consultants, and senior management - Act as team lead and people manager for data and analytics staff in Urban AI - Manage city-wide data and analytics projects, determining tools, scope, timeline, and team members - Execute projects efficiently, measuring performance using appropriate project management tools - Partner with Innovation and Process Improvement leaders on complex, process-driven projects - Implement data management systems and processes with the city-wide Data Warehouse team - Baseline initiatives against industry best practices and peer cities - Supervise planning, analysis, coordination, implementation, and documentation of departmental activities - Monitor project timelines, expenditures, and prepare reports regarding program activities and operational issues MINIMUM QUALIFICATIONS - Bachelor's degree in Business Administration, Public Administration, or a related field from an accredited four-year college or university - Substitution: Two years of equivalent education, training, and experience may substitute for each year of college education lacking - Substitution: A project or program management certification may substitute for up to two years of college education - Five years of full-time paid experience in program or project management, administrative operations, or a related field - Proficiency in the use of computers and common office software applications - Strong written, verbal, organizational, communication, and time management skills SPECIAL REQUIREMENTS - Must be able to lift and carry a minimum of thirty (30) pounds - Valid State of Ohio Driver's License required - Experience with analytic tools such as Power BI, Tableau, GIS, R Studio, or Shiny - Experience with programming languages such as SQL, Python, or R (preferred) - Proven self-management and team-management skills with a customer-oriented attitude - Demonstrated ability to manage complex projects across multiple departments, including monitoring budgets and timelines - Preferred: Local government experience, prior experience as a people manager or team lead, and project management or program administration experience SELECTION PROCESS Not specified in the provided job description. HOW TO APPLY Not explicitly specified in the provided text. Applicants should refer to the official City of Cleveland careers portal and search for Job Number 10829-HR before the closing date. EMPLOYMENT DETAILS - Employer: City of Cleveland - Job Type: Full-time - Job Number: 10829-HR - Department: 1601 - Innovation & Technology - Division: 160104 - Urban AI - Location: 1601 - Innovation & Technology, Cleveland, OH - Opening Date: 07/23/2026 - Closing Date: 08/20/2026 11:59 PM Eastern
ABOUT THE ROLE The Product Services and Technical Portfolio Project Manager serves as a primary department-facing advisor for the Office of Innovation & Technology (OIT) at the City of Philadelphia. This role is responsible for understanding business needs, documenting operational challenges, recommending available technology services, and coordinating solution delivery through OIT’s approved platforms. The position acts as a liaison between city departments and OIT technical teams, translating business needs into clear requirements, tracking requests through completion, and ensuring departments receive responsive and professional support. KEY RESPONSIBILITIES - Serve as the primary relationship contact for assigned departments - Conduct recurring check-ins to understand current needs, future priorities, and operational challenges - Lead discovery sessions to identify business needs, process challenges, manual workflows, and reporting needs - Document current-state processes and desired future-state outcomes - Use the OIT service catalog to identify available services and validate options to avoid duplicative technology - Help departments understand low-code, CRM, workflow automation, dashboard, reporting, and AI-assisted technology options - Coordinate with Technical Specialists, service owners, cybersecurity, and data governance teams to validate platform fit - Track requests from initial discovery through recommendation, approval, implementation, testing, launch, and post-implementation review - Identify opportunities to streamline department operations and recommend process improvements - Maintain accurate records of department meetings, needs assessments, solution recommendations, and implementation status MINIMUM QUALIFICATIONS 1. Strong relationship management and customer service skills 2. Ability to communicate effectively with both technical and non-technical stakeholders 3. Ability to understand department operations and translate business needs into clear requirements 4. Knowledge of IT service delivery, service catalogs, business analysis, workflow improvement, and technology enablement 5. Functional knowledge of low-code, CRM, workflow automation, dashboard, reporting, and business application platforms 6. Ability to gather platform-neutral business requirements before recommending a specific tool 7. Ability to explain technology options clearly to non-technical department users 8. Understanding of basic technology governance, data sensitivity, security, user access, and supportability considerations 9. Strong facilitation, interviewing, writing, documentation, and follow-up skills 10. Ability to manage multiple department relationships and competing priorities (Note: Preferred experience includes business relationship management, IT service delivery, project coordination, and experience with tools like Quickbase, Microsoft Power Platform, Salesforce, or ServiceNow) SPECIAL REQUIREMENTS - Must become a resident of the City of Philadelphia within six months of hire - Vaccinations are no longer required for new employees in non-medical, non-emergency, or non-patient-facing positions SELECTION PROCESS - Applications are evaluated based on experience, education, and transferable skillsets - Applications will not be considered without a cover letter - The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information, or domestic or sexual violence victim status HOW TO APPLY 1. Submit a complete application through the designated portal 2. Attach a current resume 3. Attach a cover letter (mandatory for consideration) EMPLOYMENT DETAILS - Employer: City of Philadelphia, Office of Innovation & Technology (OIT) - Job Type: Full-time - Benefits: Comprehensive health coverage for employees and eligible dependents, paid vacation, sick leave, and holidays, generous retirement savings options, Public Service Loan Forgiveness Program qualification, and a 25% tuition discount program for City employees (and sometimes spouses/dependents) in partnership with area colleges and universities