Agentic AI in the Public Sector: Reducing IT Burden and Scaling Efficiency

Government is not an exception to the growing adoption of AI across industries. The Government Accountability Office reported that federal agencies’ use cases for AI more than doubled in one year, from approximately 571 in 2023 to 1,110 in 2024, with generative AI use cases increasing by nearly nine times, from 32 to 282. This massive growth is opening the door for agentic AI, which goes beyond automation to scale efficiency across government IT and proactively address problems.

In this episode of Government Technology Insider podcast, host Lucas Hunsicker dives deeply into how government IT teams are utilizing automation and AI to improve service delivery and streamline operations with Nate Riley, Field Sales Manager for Public Sector at BMC Helix. They discuss how agencies are using AI-powered self-service tools, knowledge management systems, and agentic digital assistants to reduce ticket volume, expedite resolutions, and free up IT staff to focus on higher-value work. The conversation also delves into hot-button strategies like the ‘bring your own large language model (LLM)’ model and how leaders can transform small-scale pilots into secure, mission-critical initiatives.