Category: Government

5 Benefits of Using Bots in Government Organizations

Bots are reflective of the core principles that are fundamental to artificial intelligence, augmenting human decision-making while adding ease of use and precision to simplify tasks. They break down tedious processes and allow various services like logistics and customer service to become more flexible. 

Local, state and federal governments are increasingly open to the idea of adopting government bots for use in customer-facing departments, handling insurance claims and other use cases, as well as for sector interactions. These bots offer conversational AI communication to citizens around the clock, connecting them to technology-based public services. Bots do offer guidance on regulations, permits, and critical processes. And they can act as personal assistants to set up urgent meetings or organize calendars. The satisfaction rates and high support level that bots provide make them attractive propositions for governments worldwide. 

The possibilities for using bots within government organizations are intriguing, and when seeing what the benefits are, organizations will be brimming with excitement about the improved results they can look forward to. 


Governments Can Maximise Service Capabilities 


Governments are scratching the surface regarding the adoption and leveraging of bots. In fact, governments have a higher imperative for using bots and artificial intelligence-powered tools than any other industry. At every level, government offices can wave the proverbial flag for innovation with extensive bot integration.

Government services are varied, and the details fundamental to the success of such services are complex, technical, and sometimes intimidating for people using the government system because so much information is involved. Several governments are short-staffed while facing unpredictable, layered security/compliance requirements. Additionally, governments have to maintain service capabilities that may be utilized once every year or a few years. Because of these complexities, government service ratings have been at an all-time low

When built and implemented properly, government bots allow local, state, and federal governments to maximize their service capabilities. For example, The General Services Administration (GSA) has used bots to teach citizens about different scams, providing resources for people who have been scammed or are looking to avoid becoming victims. Delivering insights and managing such information becomes simpler with bots, providing more public access to information. 


Government Bots Improve Information Management 


Free MIniature Toy Robot on Top of Laptop's Keyboard Stock Photo


Bots are efficient information managers that can process what’s being said to them and offer solutions in real-time. They can direct citizens to vital information regarding important community or state-wide happenings like construction, community events, and public meetings. 

Additionally, local and state governments are designing Q&A bots to improve the public’s accessibility to information, providing repositories across various industries and agencies. Government bots aggregate information seamlessly, whether it’s information regarding tax documents, public health, or immigration. And bots engage in meaningful conversations, matching the urgency and tone of the inquiring public. 


Bots Offer Scalability


Government bots are efficient solutions that scale services up or down, depending on public demand or the goals of government leaders. Bots are instant problem-solvers using machine learning capabilities to understand requests and provide highly useful services. They offer instant responses to any questions and are fine-tuned by developers who ensure they have the conversational aptitude to help in any given situation. 

The more that bots can be leveraged to optimize processes, the more time government departments have to handle more complex matters. Bots and the platforms that utilize them are scalable. And, running them reduces costs by 30%, reducing the need for outside hirings. 


Bots Transform How Citizens View Government Services


Government bots positively transform citizen experiences with government services by improving the quality of customer conversations and providing valuable insights. These elements should make government staffers anticipate more streamlined workflows, driving productivity and improving the reputation. Who doesn’t want people boasting about how good they are?

Bots, as mentioned above, provide quick access to a wide range of public data. The real-time guidance that government bots provide eases the burden when looking through long, complex applications and more technical processes. And they can provide multilingual support. 

Leveraging bots for government operations could encourage more civic participation in government-related activities. 


Bots Offer Much-Needed Opportunities to Deliver Better Value 


With successful implementation, governments at different levels can offer formidable value propositions, providing more efficient mission services that win the trust and drive productivity. The impact on government staffing is more profound, leaving more complex responsibilities for staffers who can focus on tasks with higher value propositions. 

Government bots can offer more scalable and flexible solutions, potentially opening up organizations and agencies to more profit-making opportunities. 

If you’re wondering, ‘how do bots work?’ TechSur Solutions can solve your problems with technology to handle your simplest and most technical tasks. Learn more about our adaptive artificial intelligence solutions and how bots can help you modernize your operations in unprecedented ways. 


How Leveraging Bots Modernizes Government Operations

While handling the raft of responsibilities that come with government operations, several cities, counties, and states have been seeing the need to implement emerging technologies to optimize their efficiency. In the new normal, when process management, logistics, and other operations have become more dynamic, bots are increasing in adoption as government agencies globally try to keep up with evolving demands. 

Governments can use bots to simplify their business tasks and address public queries, making themselves more relatable to people and also making their lives easier. An easier life equals more productivity, a great equation for success. 

Additionally, bots allow governments to solve the most complex technical challenges in day-to-day operations. The use cases for bots are plentiful, allowing governments to become flexible and realize many of the benefits that insurance, travel, and real estate sectors have already been experiencing for a while now. 


How Do Bots Work for Governments?


Free Close Up Photo of Toy Bot Stock Photo


Government bots use artificial intelligence (AI) algorithms to handle the massive intake of questions from the public, both online and through phone calls. These bots have a definitive list of questions that they can answer at a moment’s notice, with IT departments typically configuring the bots before releasing them in live time to respond to questions quickly. 

Increasingly, governments have been adopting bots as more people inquire about pandemic-related affairs, healthcare, and unemployment benefits. They leverage hyper-automation to quickly identify and automate as many business and IT processes as possible. 

Bots can be used to prevent fraud in transactions by collecting related data and processes to validate records as well as identify unusual patterns through fraud detection mechanisms. They also perform follow-up actions to prevent threat actors from stealing information. Alternatively, they automate document processing, adding speed to the processing of invoices, receipts, purchase orders, medical records, and prescriptions. With document automation, government bots can extract and validate data while helping to generate new documents. 


Use Cases of Government Bots Handling Information 


Government bots can help the public sector manage tax information, meeting the requests of enquirers who have questions about tax filing documents, deadlines, and similar requests. Alternatively, these bots can help layout and publish information regarding important public matters such as major construction plans or community events. 

Bots can also display public transportation timetables without users having to navigate different portals to access such information. 

For business owners seeking permits from the government to open businesses or rent land for business use, government bots can help owners understand the rules and regulations regarding issuing business permits. 

Also, for immigration purposes, bots allow immigrants to consistently follow up on their application status or pose any general questions about documentation or visa length. 

The Department of Motor Vehicles (DMV) has also been using bots to automate its most tedious tasks to ensure that drivers’ needs are seamlessly met. Much of the DMV’s tasks involve renewing drivers’ licenses and license plates. By using bots, such renewals can be fully automated and completed online. These bots are leveraged on DMV websites to simplify paperwork, saving people long waits in line and allowing the DMV to take on more applications or inquiries. 


Government Bots Can Handle Claims 


Another use case of hyper-automation that government bots specialize in is handling insurance or workforce claims. Insurers can fully automate claims processing tasks without human intervention by extracting data from different documents, understanding and analyzing claims to identify their alignment with specific customer policies, and automating transactions for legitimate/successful claims. 

Bots can also refer any processing requests for workplace claims made by employees to government HR departments regarding complaints and vacation requests, as well as reimbursements. 


Government Bots Leverage Emotional Intelligence to Get Results


One of the most engaging aspects of government bots is that they can sense emotions and respond in the appropriate tone to handle questions, showing a more human and passionate approach from the governments that leverage bots. 

With digital government services, bots can guide people online, helping them get to the information they seek quickly. Some bots can also certify planning processes and authenticate permits when handling more layered public queries that focus on technology. 

TechSur Solutions solves your problems with technology to automate your simplest and most technical tasks. Learn more about our adaptive artificial intelligence solutions and how bots can help you to modernize your operations in unprecedented ways. Get excited about the business opportunities you will generate!

Why Technology Modernization?

73% of IT leaders believe that centralized/integrated technology systems must be a priority.

Economic activities are taking place digitally constituting great challenges for the IT department. The IT department has to not only oversee the daily computer operations, monitoring of communications and networks, keeping up with compliances etc., but work toward transformation and innovation too. For the same reason, IT modernization is slowly taking precedence for business and IT leaders to meet their business goals and keep ahead of the competition.

Why IT Modernization important:

With frequent changes in technology, the systems need to be changed/upgraded too. Systems that tend to just keep up, can be vulnerable and left behind fast. The need for IT modernization or integration of systems is for achieving goals, reducing costs, improving performance and operational efficiencies. With startups releasing products and applications with newer features in the market at a greater speed, it is no wonder that larger businesses and their business leaders have felt the need to push the efforts towards IT modernization and drive their businesses with agility, security, and efficacy.

Here are a few reasons which back IT modernization:

Efficiency: If IT infrastructure/data is decentralized, it is difficult to track, protect, supervise and manage. Cloud implies cost-effectiveness, innovation, and speed; hence must be integrated with the IT infrastructure augmenting connectivity and access. Integration of cloud in the IT infrastructure can readily ensue via the Integration Platform as a Service (iPaaS) while keeping security and efficacy intact. Through iPaaS, data can move securely and faster. This allows employees to concentrate, anticipate and solve issues with clarity due to them having operational recognition and control. It is advised to develop a data management strategy.

Security: It is vital to have complete control and visibility of data within the IT infrastructure. The movement of data within and outside the organization’s network and its usage by employees determine decisions. In decentralized structures, it is difficult to secure data leading to non-compliance at times.

Agility: The existing infrastructure must handle a responsive organizational environment. Data transfers must be speedy and efficient in organizations so they can stand out from competitors. In an enterprise data management strategy, a robust but flexible infrastructure is the key to working swiftly.

IT Modernization Steps

IT modernization includes a gamut of strategies such as planning, alignment with goals, and understanding loopholes while having a partner to make it a reality.

Assemble and modernize: It is imperative for organizations to take inventory of their applications and the infrastructure associated with it. Mobile users access data from anywhere at any time, and also generate data, hence organizations must deploy software-defined infrastructure and comprise a data center infrastructure to scale up.

Automate: Updating application infrastructure is a vital step in modernization. Manual steps which can stifle growth and increase delays/errors must be replaced with automation. Compliances must be followed with respect to provisioning, distribution, and scheduling. In this process, APIs must be mapped to pre-defined policies; and automatic allocation must occur in resources, tracking utilization etc. while ensuring standard repeatable processes.

Measure and examine: System parameters must be identified which can be used and metrics which should be monitored and reported. Through repeated monitoring of these metrics, deviations can be identified, vulnerabilities understood and rectified before any errors occur. These metrics ensure that the infrastructure and applications run smoothly adding to productivity. Proactive log analytics assists in determining issues which help the team in responding to failures before they occur.

Audits: When tools, technologies, and systems are introduced in the organization, audits are required. They are a must for security procedures, data lifecycle (available and recoverable at all times with minimal losses), and data governance. Modern data centers improve systems availability while lowering costs.

IT modernization’s implementation must be in phases with a partner – identification of new teams, technology, and new processes. Once successful, these services can then be scaled along with other new initiatives, and measurable benefits be gained.

Government’s Benefits From IT Modernization

75-80% of IT budget is spent on operations and maintenance, leaving very little room for innovation and modernization. The need is to push for modernization. Outdated infrastructure also gives the government a negative perception from its citizens. Hence, digital services must be enhanced while keeping costs low for citizens, for the services provided.
The federal government must invest in new applications/services for its citizens by using the latest technology. Using big data and analytics – programs in public safety, justice, reducing cybercrime, disaster response improvement, or streamlining other processes can be supported by an effective government. Automation through the artificial intelligence of simple questions can allow the agency employees to focus on other complicated matters.

So how can the government provide highly agile, secure and flexible services through a robust infrastructure? While data can assist in taking decisions, cloud can be used for focusing on mission related decisions. Agencies must move the applications to cloud (using DevOps and agile methodologies). Also, through application modernization, codes can be re-hosted, new programs developed, and agile development to join dissimilar systems together. APIs can be used and applied to data sets to assist in new development. These systems will ensure that needs of the citizens are met faster in conjunction with safety, while providing high quality of goods and services.

The Modernizing Government Act (MGT), passed by the bill is waiting for consideration from the Senate. “It would place $250 million fund managed by the General Services Administration and overseen by the Office of Management and Budget, that agencies can tap into for modernization for projects with cybersecurity challenges, can move to other shared services or are expensive to maintain.” It is time the government works with private partners to begin transformation, improve services and efficiencies.

Listen to a few leaders speaking on IT modernization in the federal government:


Breaking Down A Monolithic Application: Microservices vs. Self-Contained Systems

In modern architecture, monolithic architecture and applications have become a thing of the past, and every organization is moving forward to break them down. After all, moving away from monoliths is a logical decision since its more complicated and there are also many dependencies and issues with deployment and testing.

For most developers, microservices seem like the most obvious solution to replace monoliths. But in this article, we will be discussing how self-contained systems can also be a successful option for breaking down monoliths.


One of the most obvious benefits of microservices is that it allows users to do continuous deployment and change, debug, or replace a part of the application without affecting the rest of the application. Using microservices architecture means, if anything goes wrong in a part of the application, it is contained in that very part, and the rest of the application continues to work without a glitch.

However great microservices may sound, transforming a monolith into microservices architecture is easier said than done. Depending on the size of the monolithic core, it can take a few months to years, just to convert a monolithic core into multiple microservices.


  •     Maintaining microservices is comparatively much easier because each one of them has its own purpose and built with a laser-like focus on that very purpose. It also allows developers to jump in and out of microservices quickly. They are easy to run and quick to deploy.
  •     Since all the microservices in an application are isolated from each other, if one part fails, it does not affect the other and does not lead to downtime. For instance, even if the microservice that handles adding new orders is down, your customers would still be able to check the status of their existing orders.


  •     Every application may have hundreds of microservices, making them operationally complex. Developers cannot manage it all at once on the same server or deploy them one by one. Instead, they will require automation to handle everything.
  •     Communicating messages from one microservice to another takes a lot of effort because developers need to make sure the data is transferred sensibly and consistently. More often than not, you will have to create a new microservice to handle transfer and authentication of data.

Even with those cons, microservices are still preferred over monoliths. The initial time taken to break down a monolith into microservices may be a lot but after that, what you get is an easy to manage architecture.

Though, if the initial costs and time for creating microservices is a lot for your organization and handling monolithic applications has become incredibly complicated, you might want to consider the self-contained system as an option.

Self-Contained System

Self-Contained Systems (SCS) are similar to microservices in the way that they allow you to breakdown a monolith into smaller and independent parts. But, there are many differences between SCS and microservices:

  •     In SCS, you break a monolith down into replaceable and autonomous web applications, which isn’t the case with microservices
  •     The SCS units are within software and larger than microservices
  •     SCSs have their own autonomous user interface (UI), data storage, and business logic, making them more customizable than microservices
  •     While API level integration of SCS is possible, UI level is a more preferred integration

Since SCS is bigger than microservices, when you break down a monolith, creating SCSs takes much lesser time than microservices. Instead of being a complete redesign, SCS makes an application more agile by dividing it into small steps to reduce chances of failure.


  •     One of the biggest advantages of a self-contained system is that you can build several SCS units, each with different databases and languages.
  •     With monolith broken down, you can easily handle the coding and deployment of the application. Since the data is internal, you do not need to worry about how messages get passed from one SCS unit to another.


The line between SCS and microservice does exist, but it is slightly blurry, which means, it can be difficult for you to define an SCS architecturally. There is a lot more planning that goes into it before you can begin to break a monolith down into a self-contained system

Choosing Between Microservices Vs Self-Contained Systems

If you want to break down a monolithic and your end goal is microservices, you could still start with a self-contained system and then move towards microservices. Though you have to be patient while breaking down SCS units to make your software more agile.

As mentioned above, planning is more important than ever otherwise you might end up with SCS units that get bulkier and bigger with time. If that does happen, you will have to start breaking them into microservices.