This IDC PlanScape examines how different types of AI agents, working separately or as a fleet of AI agents, can be effectively deployed in state and local government contexts across areas such as citizen service delivery, case management, 311 services, legislative processes, and policy development to support outcomes such as improved citizen experience, workforce productivity, and resource optimization. It also highlights the necessary guardrails to ensure that AI agents meet regulatory compliance, meet security requirements, and secure public trust. “Agentic AI is a growing area of interest for state and local government agencies. This IDC PlanScape helps those agencies understand, plan for, demystify, and make informed decisions about emerging technologies,” said Alison Brooks, research vice president, Worldwide Public Safety at IDC.
IDC PlanScape Figure
Executive Summary
Why Are AI Agents Important?
What Is an AI Agent?
Who Are the Key Stakeholders?
How Can My Organization Take Advantage of AI Agents?
Phase 1: Foundation Setting
Phase 2: Pilot Selection — Launching Strategic Initiatives
Phase 3: Scaling and Integration
Key Criteria for Identifying Genuine AI Agents
Advice for Technology Buyers
Best Practices for Implementation
Critical Success Factors
Risk Mitigation Strategies
Related Research
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