How AI and Unified Platforms Transform Government Citizen Engagement

Government agencies are under increasing pressure to provide digital experiences that match the seamless interactions citizens enjoy in the private sector. Despite modernization efforts, many agencies still struggle with legacy systems, regulatory requirements, and budget constraints. Emerging technologies like AI and cloud platforms offer solutions, but challenges persist.

Mia Jordan, former Federal CIO at the USDA and the Department of Education, now an Industry Advisor for Public Sector Transformation at Salesforce, highlights the core issue in a new FedScoop podcast. "The challenge isn’t about will. It’s about wiring," Jordan explains. "Agencies may be digital, but they’re not always connected." This fragmentation leads to "swivel chair chaos" and disjointed public experiences, which can appear disorganized.

Key Solutions for Modern Engagement

Jordan emphasizes the need for secure, unified platforms designed for government operations. Salesforce's recent FedRAMP High authorization for Agentforce and Marketing Cloud enables personalized, secure engagement even for high-sensitivity programs.

• Seamless Integration: "Engagement often lives in silos—an email tool here, a website there," Jordan says. A single, connected platform ensures consistent, data-driven outreach.
• AI Agents: These go beyond traditional chatbots, learning, acting, and assisting proactively. They draft messages, tailor content, and operate within existing systems.

Real-World Impact

Jordan recalls the 2017 USDA rural broadband initiative, which relied on disconnected systems. "No one had a full view," she says. Today, a unified platform could provide real-time shared data, with AI agents triaging questions and flagging incomplete applications.

The "Aha Moment" for Agencies

With tools like Salesforce Marketing Cloud, agencies can achieve private-sector precision in communication. AI agents accelerate human judgment, curating audience lists and drafting campaign content quickly.

"Now you can guide people through their journey with clarity and confidence," Jordan says. This improves trust in government by reducing frustration from vague messaging.

Listen to the full podcast here. Learn more about Salesforce's FedRAMP High-authorized capabilities.