A Path to a Better Local Government Experience through Polimorphic
During my first two years of entrepreneurship, I’ve made numerous “internet friends,” many of whom are involved in incredibly cool initiatives within the local government landscape. One individual I met in my first year of business is Parth Shah, and our connection was rekindled through ICMA. This blog post focuses on the company he co-founded: Polimorphic.
*It’s important to note that I don’t receive any compensation for featuring Parth or his company; I simply admire the innovative work he’s doing and believe some of my readers may, too.
Polimorphic is helping governments improve their user experience, one AI tool at a time.
AI is here, but how can we start using it?
If you're still a bit intimidated by AI, I suggest reading my earlier blog posts where I cover the subject at a beginner level. My three-part introductory series on AI, starting with "I’m not sure what AI is and I’m afraid to ask," is a great starting point for understanding the basics.
Once you have a better baseline understanding of AI, you might be wondering how to implement this technology effectively.
Here are some things to consider when weighing AI implementation in your local government:
Make sure the implementation isn't cumbersome, saving staff time rather than wasting it.
Keep costs reasonable.
Prioritize data and customer personally identifiable information safety.
Ensure the technology adds enough value to gain buy-in from staff, residents, and elected officials.
Government services: modernized with greater transparency
With the COVID-19 pandemic in our recent memory, it's evident that many people prefer online service delivery over in-person visits. AI can significantly enhance this experience. For example, AI-powered search tools relying on neural language processing offer more relevant search results than character searches, as the intent behind questions is analyzed to deliver better results. This not only benefits residents with more useful information but also reduces the need for calls or visits to City Hall during business hours. How many calls come into City Hall because the resident couldn’t find an answer online first?
Example of AI-powered search results on the City of Grand Rapids, MI website
Adding transparency to government processes is another area where AI can contribute. Government processes are often assumed to be mired in red tape, filled with unnecessary steps and the dreaded “City Hall runaround”. Process mapping, which Polimorphic initially discussed with me in 2022, helps streamline local government service delivery. Simple-to-use form development by Polimorphic serves as an internal/external project management tool, offering clarity in processes for both customers and government staff. You can see an interactive example from the Borough of Prospect Park, NJ of a form that documents the Township’s Open Records Request process.
The Domino’s Pizza Tracker offers real time data to customers on their order progress.
Think of the Domino’s Pizza Tracker. You may still be hungry while you wait, but at least you know where you (and your pizza) are in the meantime. The reassurance that comes with knowing how a process works and where you are in that process may be why Parth described these forms as the “pizza tracker for local government.”
Improving the local government experience
AI tools like AI-powered search and government forms not only benefit constituents but also help local government employees dealing with requests.
AI tools like AI-powered search and government forms offer customer service benefits to constituents, as well as local government employees fielding requests:
Reducing phone calls from constituents who couldn’t find answers online,
Breaking down silos between departments to offer clear answers on permits, licensing, code, etc.
Ensuring that each team member understands their role in a government process and where that process is at any given point,
Ensures that constituents get correct and consistent information from all departments,
Making AI tools accessible to all
Polimorphic makes AI tools accessible, offering some for free to municipal governments. With partnerships with municipal governments around the United States, you can see live examples of how the tool works and understand how AI technology can be scaled to suit the needs of your community now and into the future.
Learn more about Polimorphic and their other product offerings for government agencies by requesting a 30-minute demonstration with the company.
