Public Servant-Centered Innovation: Lessons from Vermont at the Public Sector AI Summit

At Civic Roundtable, our mission is to power a more effective, efficient, and integrated government by bridging silos, streamlining coordination, and building institutional memory. This mission was front and center at our inaugural Public Sector AI Summit, where Denise Reilly-Hughes, Secretary of Vermont’s Agency of Digital Services, shared valuable insights into the state’s pioneering approach to AI governance and innovation.

Watch her talk here: https://www.youtube.com/watch?v=VFY8TWhxcjY

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A Leader in Digital Transformation

Denise brought a wealth of experience to the stage, combining over two decades in the private sector with her leadership in Vermont’s public sector since 2020. Her session conveyed a deep understanding of technology as a transformative tool, rather than as an end in itself. “Technology is the fuel, not the destination,” Denise emphasized, setting the tone for a conversation about how Vermont is leveraging AI to improve governance and enhance the lives of its residents.

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Vermont’s Approach: Human First, AI Second

Denise shared Vermont’s unique perspective on AI, rooted in a human-first approach. This philosophy is reflected in the state’s definition of AI, which prioritizes people over technology.
“We want the robot to be an extension of our arms, not the other way around,” she explained, highlighting Vermont’s commitment to using AI as a tool to augment human efforts rather than replace them.

This approach has guided Vermont’s AI initiatives, from developing a statewide AI Task Force to establishing the nation’s first state AI director. The state has also adopted an AI code of ethics focused on transparency, accountability, and fairness. Denise described the importance of ensuring that AI solutions align with these principles:

“Imagine a chatbot making eligibility decisions for critical services. If it fails, the consequences can be devastating. We must prioritize safe, responsible decisions first.”

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Innovation in Action

Denise showcased several of Vermont’s AI-powered initiatives, including:

• Geospatial Analysis for Transportation: Vermont’s Agency of Transportation uses AI to analyze roadway data, helping to manage assets like traffic signs and rumble strips more efficiently.
  
  
• Flood Response Automation: After back-to-back major floods, Vermont deployed AI to streamline access to state contracts for municipalities in need of equipment and services. This automation allowed communities to respond faster and more effectively to disasters.
  
  
• Statewide AI Inventory and Governance: Vermont is leading the way by maintaining an inventory of all active AI services across state agencies and auditing them for bias, transparency, and effectiveness.

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“AI isn’t a set-it-and-forget-it solution. It requires ongoing monitoring and adjustments to ensure it serves the public good,” Denise said.

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Key Takeaways

Denise offered several lessons for governments looking to implement AI responsibly:

1. Start with Governance: “AI doesn’t work without data, and data doesn’t work without governance. Establish clear policies and protections before deploying AI solutions.”‍
2. Prioritize Privacy and Ethics: “We must safeguard residents’ data and ensure AI tools don’t infringe on liberties or create unintended biases.”
3. Collaborate and Iterate: “AI is a team sport. Public and private sectors must work together to innovate responsibly, and governments must be willing to learn from mistakes.”

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Looking Ahead

Denise’s talk underscored Vermont’s role as a leader in AI governance and innovation. By focusing on human-centered design and collaboration, the state is setting a powerful example for others to follow.

At Civic Roundtable, we are proud to elevate efforts like Vermont’s, empowering public servants to harness technology in ways that enhance services and build trust. Denise said it best in her closing remarks: 

“AI isn’t about replacing people. It’s about freeing them to focus on the work that truly matters.”

Let’s continue the conversation about transforming government with responsible, public servant-centered AI.