Enterprise software leaders spoke to how artificial intelligence (AI) is transforming and improving the delivery of government services during a Capitol Hill briefing this week hosted by the Business Software Alliance (BSA) and BSA’s Digital Transformation Network (DTN).
The panelists highlighted findings from “AI for Government Efficiency,” a new report published by DTN that examines AI’s impact on government services. The DTN report showcases how AI is streamlining everyday government workflows, expanding agencies’ mission capacity, and helping governments modernize both their technology and their workplace culture.
During the briefing, panelists explained that AI delivers the most value not as a standalone tool, but when it is embedded into the everyday workflows agencies already rely on — from benefits, permitting, and procurement to case management and constituent services.
“The hard part is not just AI, it’s the deployment,” said ServiceNow Global Head of Government Affairs & Public Policy Combiz Abdolrahimi. “AI doesn’t create value in the demonstration phase — it creates value when it’s allowed to have a real impact in the workflows.”
The discussion also turned to what efficiency should mean in government — not fewer workers, but more capacity for public servants to focus on higher-value work and deliver better outcomes for citizens.
“We are very much thinking about how technology is evolving with and for our customers,” said Salesforce Regional Vice President Mia Jordan. “When we say efficiency, we are translating that as what we call mission capacity for our public sector customers.”
Panelists also stressed that modernization requires fixing both technology and culture — replacing outdated systems and manual processes while removing the barriers that slow government access to fast-moving commercial technology.
“For government, the core issue is really about making AI available, accredited, and authorized,” said OpenAI Head of Government Sales Felipe Millon. “It’s about how we identify and remove the barriers, but doing it in the right way and to address the right problem areas.”
As government adoption of AI accelerates, panelists also emphasized that trust must be built into public-sector AI from the start — with governance, security safeguards, transparent disclosure, and human review baked in rather than bolted on.
“It’s not an afterthought in how we’re building our products — it’s just how we’re building our products,” said Docusign Head of Global Government Affairs Danielle Johnson-Kutch. “Trust is built in, it’s not built on.”
The panel was moderated by BSA Senior Director of Legislative Strategy Bruce Miller and featured Abdolrahimi, Jordan, Johnson-Kutch, and Millon.
Read the full report here.