IBM’s Geoff Hamm on self-service gains in government

Geoff Hamm, an AI productivity expert at IBM, discussed how federal agencies are leveraging AI to enhance digital services and improve citizen experiences, similar to IBM’s Client Zero initiative. He highlighted the increase in self-service and the deflection of calls, which eases the workload on federal workers. Hamm also addressed the administration’s push to reduce the federal workforce, viewing it as an opportunity to rethink operations and drive efficiencies through AI and automation. However, he cautioned against hasty implementation, emphasizing the need for careful planning and rollout to achieve lasting change.