OPM Director Scott Kupor on unlocking AI in federal services

Scott Kupor, Director of the U.S. Office of Personnel Management (OPM), discussed the integration of AI into government operations, highlighting a retirement services call center as a pilot project. Kupor emphasized the importance of AI in enhancing customer service and efficiency. He also identified two main barriers to AI adoption: attracting modern software talent and changing the government’s risk-averse culture. In addition, OPM’s initiatives include the Tech Force program to attract early-career engineers and a cultural shift toward calculated risk-taking to leverage AI’s potential benefits.