Customer Service Automation · Document Processing
The Commonwealth wanted to improve the speed, clarity, accessibility, and accuracy of public services while reducing manual effort for state employees handling drafting, research, hiring support, document review, benefits interactions, and case processing.
Reported impact
Pennsylvania scaled governed AI use from a pilot to statewide operations, saving employee time, improving document intake quality, increasing automated resolution in unemployment support, and using AI-assisted enhancements to improve customer service, reduce SNAP error rates, and speed application processing.
The Commonwealth of Pennsylvania expanded a governed generative AI program built around ChatGPT Enterprise and agency-specific AI-enabled service workflows. Employees across 35 agencies use ChatGPT Enterprise for drafting communications, summarizing materials, conducting research, brainstorming, and helping HR staff analyze state job requirements against comparable federal positions, with human review kept mandatory. In service delivery, the Department of Human Services uses AI to scan client-uploaded documents for blurriness, image quality, and relevance before caseworkers continue processing, and related AI-assisted enhancements feed into COMPASS to improve customer service, lower SNAP errors, and speed applications. The Board of Pardons uses AI to transfer data from handwritten clemency applications into its online tracking system. Labor & Industry rebuilt unemployment chatbots so AI maps broader user phrasing to curated answers and escalates unsupported questions to live representatives.
Commonwealth employees send drafting, research, and analysis prompts through ChatGPT Enterprise and then review outputs before use. Public users upload documents to DHS systems, where AI checks image quality and relevance before caseworkers continue processing and COMPASS workflows consume the results. Handwritten clemency applications are converted into the Board of Pardons online tracking system, while unemployment users query AI-enabled chatbots that either return curated answers or route the interaction to live representatives.
"175 employees across 14 agencies reported an average 95 minutes saved per day"
"DHS and OA incorporated this input into a suite of enhancements to COMPASS to improve customer service, reduce Pennsylvania’s SNAP error rate, and process applications faster."
"Since its launch in October 2025, nearly 400,000 documents have been scanned, with approximately 30 percent flagged for issues that could delay processing."
"Since its relaunch, the number of customers whose interactions were handled entirely by the UC benefits chatbot increased by approximately 65 percent."
"The Board of Pardons is using AI to assist with transferring information from handwritten applications for clemency into the Board’s online tracking system."
"The Commonwealth’s year-long pilot of ChatGPT Enterprise demonstrated clear benefits when AI is deployed with strong governance and an employee-centered approach."
"The Department of Human Services is using AI to scan documents uploaded by clients and inform them of potential issues with blurriness, image quality, and relevance."
"The Department of Labor & Industry rebuilt its chatbots ... with AI that can match a wider range of user phrasing to preapproved, curated responses."
"the Shapiro Administration has expanded the use of generative AI tools to over 3,000 state employees across 35 agencies"
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Related
OpenAI Sample Sep 17, 2024 State of Minnesota Enterprise Translation Office the top three major non-English languages (opens in a new window) spoken in the state. Language gaps in government communication are a challenge for community health, safety, and trust. Rapid turnaround times: What once took weeks to complete can now be done in under 48 hours, with urgent… custom GPTs OpenAI Sample Jan 4, 2024 Government of Iceland "Now we can just jump directly to the general capabilities of the large models," Þorsteinsson says, "and enable things with our language that used to require a lot of manual labor, data preparation and resource… "The partnership was envisioned not only as a way to boost GPT-4’s ability to service a new corner of the… Embla · GPT-3 · GPT-3.5 OpenAI Sample Oct 16, 2026 Itaú Itaú needed to make financial guidance simpler and more personalized for millions of customers while also scaling document-heavy internal workflows, all under the governance, observability, and economic controls… 100% of the customer base is the goal by the end of 2026 Customer DNA · IARA · OpenAI models 