Here’s the reality: AI pilots stumble when the knowledge foundation isn’t ready. And when that happens, citizens experience frustration and lose confidence in public services.

 

In our report with Metric Sherpa, leaders highlight three priorities:

• Governance First: Structure is non-negotiable.  
• Put the contact center at the forefront: This is where AI success (or failure) shows up first, and in the public sector, that means citizen service channels must be ready. 
• Enable By Role: Agents and constituents both need knowledge, but not in the same way.

These steps close the “activation gap” and ensure AI optimizes resources, while helping agencies meet regulatory requirements and maintain public accountability.

 

Want to hear from the experts? Watch the Upland Software and Metric Sherpa recorded webinar on Closing the Knowledge Activation Gap and learn how government orgs can scale AI safely and effectively.