Building Better Access: Portland’s GenAI Pilot for Smarter Permitting Appointments

How can AI help public agencies improve access to services without increasing complexity for staff or residents? In this workshop, the City of Portland, Oregon will share how they piloted an AI-powered solution to streamline permitting appointment scheduling. With support from US Digital Response, the City took a human-centered approach to explore how AI could simplify access, improve accuracy, and support equitable service delivery.

City leaders will walk through the challenge they set out to address, the steps they took to develop and test their solution—including resident engagement and design sprints—and the results and lessons that emerged. They will also discuss how they partnered with external collaborators like US Digital Response to co-develop a practical, resident-focused tool. The session will include a demonstration of the pilot tool and space for discussion with participants exploring similar ideas in their own agencies.

This session is ideal for public servants exploring the responsible use of AI in resident-facing services, and for anyone looking to move from pilot to impact.