California is making progress in using generative artificial intelligence (GenAI) to modernize public services, with Governor Gavin Newsom announcing a slate of new initiatives aimed at making state operations faster, safer, and more efficient. Joined by Transportation Agency Secretary Toks Omishakin, Government Operations Secretary Nick Maduros, Carnegie Endowment President Tino Cuéllar, and Taiwanese Digital Ambassador Audrey Tang, the announcement was made on Wednesday (4/29) at Accenture’s Los Angeles headquarters.

“GenAI is here, and it’s growing in importance every day,” Governor Newsom said. “We know that state government can be more efficient, and as the birthplace of tech it is only natural that California leads in this space.”

Three new GenAI use cases were unveiled: reducing highway congestion, improving roadway safety, and enhancing customer service in state call centers. 

At the California Department of Transportation (Caltrans), GenAI is being used to analyze traffic patterns, identify bottlenecks, and enhance real-time incident detection. Using Microsoft’s Azure OpenAI platform in partnership with Accenture, Caltrans aims to reduce congestion and improve mobility across the state. Transportation Secretary Toks Omishakin called the project “an essential tool to help solve some of our most pressing transportation challenges.”

In a separate Caltrans initiative, GenAI is also being used to improve roadway safety. With support from Deloitte and Google’s Gemini platform, the state is analyzing crash data, roadway conditions, and equity indicators to identify dangerous areas and recommend safety upgrades, particularly for pedestrians and cyclists. Caltrans Director Tony Tavares said the effort demonstrates how “smart, responsible implementation” of GenAI can help reduce traffic fatalities and save lives.

Another major use case is customer service. The California Department of Tax and Fee Administration (CDTFA) will deploy GenAI to help its staff answer taxpayer inquiries more efficiently by quickly navigating over 16,000 pages of reference material. The tool—Claude, developed by Anthropic and integrated by Symsoft Solutions—has already shown success in a 10-month pilot project, helping to reduce the workload on call centers during peak tax seasons. CDTFA Director Trista Gonzalez noted, “This project will serve as a proof point to see if we can scale this technology across state government call centers.”

The state is also piloting new GenAI tools to support internal operations and workforce productivity. A newly launched State Digital Assistance AI tool will help eight state departments streamline tasks like data analysis, summarization, and image generation. In addition, Microsoft’s 365 Copilot Chat—provided at no cost during the pilot phase—is being tested across departments to assist employees in research, writing, and administrative tasks.

Through the Office of Data and Innovation’s Engaged California platform, residents affected by the Los Angeles wildfires have already begun using digital tools to access services and offer feedback. Newsom met with stakeholders in the region to discuss scaling the initiative statewide.

California Government Operations Agency Secretary Nick Maduros emphasized that these projects represent more than just technological upgrades. “We’re improving government service while also showing the benefits this California-based industry can bring to governments all over the world.”

Editorial Note:  This article was originally published in the TechCA Insight Newsletter.