Texas recently launched efficiency.texas.gov, a government AI concierge for citizens: a one-stop shop where Texans can get help navigating permits, registering an LLC, renewing a license, and querying laws or regulations.

This session will use that public-facing effort as a case study in a larger question: how can government make complex services easier for citizens to use without sacrificing accuracy, security, accessibility, or human judgment?

The presentation will cover the practical work behind citizen-facing AI: grounding answers in authoritative public sources, designing around the questions people actually ask, protecting sensitive information, handling public records and retention concerns, and knowing when an answer should route to a person instead of stopping with AI.

The session will also connect the citizen experience to the agency work behind it. Permits, licenses, compliance questions, public records, policy materials, and fragmented agency knowledge create friction for both the public and public servants. Attendees will leave with a practical framework for identifying AI use cases that reduce that friction and make government easier to navigate.