Episode 6: AI for Citizen Service

Courtney Winship (left), Division Chief, Digital Services Division, USCIS and Suzette Kent (right), Federal CIO

Courtney Winship (left), Division Chief, Digital Services Division, USCIS and Suzette Kent (right), Federal CIO Amelia Shuler

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The Exploring AI in Government Podcast Series

The U.S. government and agency leaders have the distinct challenge of finding ways to serve all citizens and meet their diverse needs. Taking advantage of AI can be a gamechanger for resource-constrained agencies, enabling improvements in customer experience (CX) by providing more seamless interaction through digital transformation. What is the current state of customer experience in the federal government? How can agencies use AI to improve performance? What are the challenges in using AI for customer service?  

We hope to answer some of these questions in the next episode of the Exploring AI in Government podcast series. Hosts Dominic Delmolino, chief technology officer at Accenture Federal Services, and Kathleen Walch, principal AI analyst at Cognilytica, explore these issues in conversation with Federal Chief Information Officer Suzette Kent and Courtney Winship, division chief of the digital services division at the Office of Citizenship & Applicant Information Services, under the U.S. Citizenship and Immigration Services. 

Suzette Kent shared how the federal government plans to use AI to transform citizen services, especially in terms of policy and strategy. Given broad mandates and constituencies to serve with often limited resources, we also wanted to explore how specific agencies are using AI to improve customer service. Courtney Winship shared her experience at USCIS, where she oversees the digital tools used to simplify the immigration experience.

Check out what they have to say by listening to the episode below. Or download and subscribe on Apple PodcastsSpotifyStitcherSoundCloud or Google Play to take Exploring AI in Government with you on your favorite device. And don’t forget to check out Accenture.com/ExploreAI to connect with the hosts, listen to episodes and download relevant research.


Artificial intelligence isn’t just a term used in science fiction any longer, it’s a real technology that’s having a true impact on the world and workforce around us. And as the technology and its use cases evolve, government services and missions stand to gain much from implementing AI effectively: From improving cybersecurity to automating menial tasks to supercharging citizen engagement. Accenture's Exploring AI in Government Podcast seeks to dig past the hype and highlight how experts and pioneers are making AI a reality in the federal government.

This content was produced by Government Executive Media Group’s Studio 2G and made possible by our sponsor(s). The editorial staff of NextGov was not involved in its preparation.

NEXT STORY: Episode 5: Bonus Episode with Alex Measure