From Fear to Focus: Building an AI-Ready Workforce

The views expressed are those of the author and do not necessarily reflect the views of ASPA as an organization.

By Thuong “Annie” Bui
December 6, 2024

No one wakes up excited to be buried in paperwork, repetitive work or battle with an overflowing inbox. These daily “normal tasks” can drain the joy out of work. Thankfully, AI is here to handle those undesirable things, so we can put our energy where it truly matters: the human connections! It’s the smiles, the kindness, the compassion and the moments of genuine care that set us apart.

I brought that belief with me when hosting an AI roundtable at the Municipal Management Association of Southern California (MMASC) Annual Conference last month. After a lively discussion, some public employees approached me to share their genuine concerns. They worried that this seemingly “scary” technology could change their roles, or even replace them. These fears are understandable. Anytime something new arrives that could disrupt the status quo, it’s natural to feel uneasy. But if you look at it from different perspective, this “disruption” isn’t a threat. It’s an opportunity!

This is where we, as leaders in the public sector, can step up and change the story. Instead of fearing change, we can help our teams can embrace AI with empathy, support and growth mindset.

Starting with empathy: Thing AI doesn’t have (yet)

The first step to helping your team feel comfortable with AI is all about empathy. Start by understanding their concerns, and make sure they know you’re in their corner. Imagine being handed a spaceship without instructions. Would you be nervous? That’s how many people feel about AI. By acknowledging these fears and creating a safe space for learning, we can help transform uncertainty into confidence.

One key message to reinforce to your team is this: AI is NOT here to take jobs. It’s here to take the boring parts out of the job. Remind your team that that their critical thinking, creativity, compassion and moral courage are irreplaceable. These are qualities that make us human, and AI simply can’t replicate that (at least, not yet!). AI is here to assist, not to lead.

A three-step Roadmap

Once you’ve reassured your team and shown that you care, it’s time to act. Let’s call the first action “AI Augmentation 101” training. This isn’t a crash course in rocket science; it’s a friendly, approachable way to make AI relatable and useful:

1. Host a workshop: Focus on the essentials. How can AI help us work smarter? For example, simplify the “black box” behind Large Language models (LLMs) and provide practical examples that relate directly to their roles, like drafting emails, assisting with data analysis or automating routine reports. Make it clear that AI is here to lend a hand, not steal the show.

1. Provide self-learning resources: Not everyone loves group learning and that’s okay.  Provide your team the access to diverse learning platforms like Innovate US, IBM or LinkedIn Learning, along with other relevant AI courses tailored for public service roles. Offer a mix of resources, such as videos, articles and exercises, so that employees can choose what works best for them. This way, they can learn at their own pace while discovering practical ways AI can enhance their daily responsibilities.
2. Hands-on practice: This is where the magic happens. Organize small sessions where each person can try out these tools on real tasks and encourage them to learn from each other. Break down these sessions by department or team to ensure the training is directly relevant to their roles.

Start small, but start Now!

You don’t need a massive tech budget to get started. Off-the-shelf AI tools like ChatGPT, Perplexity, Miro or Copilot are affordable, accessible and ready to use. Leverage these tools first for drafting, summarizing reports, analyzing data or project management. Just don’t forget to establish clear ethical guidelines to ensure responsible use and avoid unintended consequences.

Lead by example: show them how you use AI to make your own job easier. Celebrating success stories, like using translation tools to bridge language barriers in government services, helps your team see that AI can amplify their impact.

Encourage teams to share how they’ve used AI to make their jobs easier. Set up forums or informal meetings where departments can present practical examples, such as how they use AI tools for their strategic planning or for a better resource allocation. When employees hear success stories from their peers, it sparks ideas and builds confidence.

Let AI Elevate What Matters

Adopting AI is an ongoing journey. Build a culture of innovation in your organization: start with empathy, provide essential trainings, celebrate small wins and keep progressing. Encourage your team to experiment, learn and find new ways AI can enhance their work.

With the right leadership and support, AI can be a true partner that strengthens the values at the core of public service. Let AI handle the busywork, so you and your team can focus on what really matters: serving people, building connections and making a difference.

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Author: Annie Bui is a Doctoral Candidate in Public Administration major, where her research focus on the integration of GenAI in Local Governments. She is the current President of Student Public Administration Association (SPAA) at University of La Verne. At the same time, she works for Small Business Development Center (SBDC), a non-profit organization funded by Small Business Administration, provides zero cost one-on-one consulting services to entrepreneurs for their new and existing businesses. As both a researcher and a practitioner, she committed not just to discussing theories but to actively seeking comprehensive resources that enhance our understanding of how to leverage this technology effectively in the public sector – a sector traditionally slower to adopt technology than the private sector. Her aim is to explore practical solutions that help public leaders to catch up with this fast-changing technology by being ready and proactive in adopting it. Her monthly article series will cover various topics related to GenAI in the current local government settings. Each article is designed to give government agencies the essential knowledge and tools to prepare for an effective and responsible GenAI adoption.

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