Across Florida and other states, leaders are preparing their digital ecosystems for an era shaped by artificial intelligence, predictive analytics, and data-driven decision-making. Cloud CRM environments can quickly incorporate capabilities such as automated eligibility guidance, workload forecasting, and proactive resident notifications. These flexible platforms reduce technical debt and avoid costly rebuilds, helping agencies adapt to natural disasters, regulatory changes, and increasing service demands. Modernization in government is not just a technology upgrade; it is an organizational shift led by the public workforce itself. When technology, redesigned workflows, and human-centered practices align, agencies move beyond transactional service delivery toward greater efficiency, responsiveness, and citizen empowerment. Employees become more engaged as streamlined processes and better tools improve their work, while residents gain faster access to services. This alignment breaks down silos and creates a more collaborative, agile, people- centered government ready for modern demands. Florida: A Statewide Model for Cloud CRM + Agentic AI Florida is advancing major Cloud CRM and Agentic AI- enabled modernization efforts, delivering statewide programs that modernize citizen-facing services in the health, education, environmental and financial sectors.
For example, the Florida Prepaid College Board modernized its customer, donor, scholarship, and gifting experiences through unified Cloud CRM platforms supported by intelligent AI assistants. These systems now handle millions of citizen interactions, over $1 billion in annual transactions, and assets exceeding $15 billion, while providing personalized, real-time guidance to families, students, and donors. In the health sector, the FRAME program automated medical education reimbursement workflows, enabling fast, transparent distribution of millions in funding.
The Office of Medical Marijuana Use (OMMU) increased inspection capacity by 40% through unified licensing, compliance, and field-inspection tools powered by Agentic AI– driven workflows. Florida’s Department of Education transformed its School Choice program with an online portal supporting application intake, e- signatures, parent communications, and real-time case visibility, serving over 2 million students and improving transparency for families and educators.
Florida Technology Magazine – 2026 Legislative Edition – 9
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