By Nethaji Kapavarapu, Technology Leader in Public-Sector Digital Transformation at Kyra Solutions Digital Public Service Redefined: Cloud CRM and Agentic AI at Work Modernization in government is no longer a distant goal; it is a pressing need today. Citizens now expect fast, transparent, and AI, are transforming government operations by enabling scalable, secure, and cost-efficient services. health, financial programs, and public engagement. At the same time, other states, including Rhode Island, Colorado, Georgia, Ohio, New Mexico, New Jersey, and
AI agents automate approvals, send proactive alerts, answer FAQs, and provide real-time updates, reducing call volumes and turning days of work into hours. Cloud CRM portals let citizens apply for benefits, renew licenses, and track requests online, allowing staff to focus on cases that require human judgment. This article highlights how Florida can modernize public services through Cloud CRM and Agentic AI while keeping citizens at the center. In Florida, several agencies have begun implementing Cloud CRM solutions across education,
personalized digital services, while agencies face rising demands for security, compliance, accessibility, and accountability. Meeting these expectations requires more than putting forms online; it demands a new model that integrates people, processes, and technology. Drawing from my experience architecting statewide digital platforms across public-sector agencies, I have seen how Cloud CRM and Agentic AI redefine service delivery at scale. Cloud CRM and Artificial Intelligence, specifically Agentic
Illinois, have already adopted these platforms to modernize licensing, permitting, inspections, grants, and long-term care, achieving significant gains in efficiency, transparency, and cost savings. Cloud CRM and Agentic AI: The New Backbone of Public Services Cloud CRM solutions centralize constituent data, unify workflows,
Florida Technology Magazine – 2026 Legislative Edition – 7
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