Raleigh, N.C., Strengthens City Operations with AI-Driven Technology Strategy

Raleigh, North Carolina, is making significant strides in enhancing its municipal operations through a comprehensive technology strategy led by Chief Information Officer Mark Wittenburg. The city is increasingly integrating artificial intelligence (AI), digital infrastructure, and cybersecurity measures into its services, marking a pivotal shift in how city functions are managed and delivered.

Wittenburg credits the city tech team for driving this progress over the past year. Their initiatives encompass a range of applications, from AI tools implemented at City Hall to advanced systems analyzing traffic camera footage. The overarching strategy follows a “crawl, walk, run” methodology, ensuring that experimentation with new technologies occurs under careful oversight. This approach allows for low-risk pilot projects that can be evaluated before broader implementation.

AI Moves Inside City Hall

In recent years, Raleigh has gained attention for its innovative use of AI in managing physical systems, particularly in traffic monitoring and the development of digital twins. However, city officials have recently begun to explore how AI can streamline internal government operations.

One notable initiative is the launch of an internal chatbot named “Raleigh,” developed in collaboration with ServiceNow. Deployed in October 2025, this tool was designed to assist city employees in navigating internal processes and accessing information across various departments.

Initial expectations for the chatbot were modest, primarily focused on answering basic administrative queries. However, it quickly showcased its potential by connecting multiple systems within the government. For instance, when a city employee inquired about updating their name in internal records, the chatbot provided a comprehensive response that included related tasks, such as updating beneficiaries or requesting a new identification badge. This incident highlighted the AI’s ability to synthesize institutional knowledge rapidly.

Testing AI That Can Act, Not Just Respond

Raleigh’s next phase of AI experimentation began recently with the testing of a new ServiceNow feature known as a “zero touch agent.” This system is designed to perform tasks automatically, moving beyond the capabilities of traditional chatbots that merely respond to inquiries.

The objective is to determine whether AI can effectively manage IT service requests and internal support queues, a process that currently relies on human staff for ticket review and routing. Wittenburg stated that the aim is to develop an AI help desk agent capable of servicing queues, engaging with customers, and addressing backlog issues.

If the internal pilot proves successful, Raleigh plans to extend this technology to its public service portal, Ask Raleigh, where residents submit requests for city services. Future deployment of agentic AI is also under consideration, contingent upon thorough internal testing and oversight.

AI Watches the Streets

In addition to internal operations, Raleigh is leveraging AI to analyze the city’s physical movement. The “Raleigh in Motion” project employs a visual language model to scrutinize traffic camera video feeds, allowing staff to query footage and gain insights into pedestrian and vehicle movements at intersections.

This pilot project has been operational for approximately three months and is set for expansion. Previous systems primarily focused on counting vehicles and measuring traffic flow, while the new model incorporates generative AI capabilities to automatically identify patterns and trends.

City planners can utilize this system to inquire about pedestrian traffic at specific intersections or observe changes in movement patterns over time. The AI can provide valuable data insights, such as shifts in crossing patterns or alterations in traffic direction, enhancing urban mobility planning.

Some of Raleigh’s critical technology initiatives may remain invisible to residents. For instance, the Solid Waste Services department is developing a system to equip garbage trucks with cameras and routing technology. This system aims to optimize collection routes using video feeds and GPS tracking, potentially offering residents more precise service windows.

Cybersecurity Expands with the City’s Digital Footprint

As Raleigh’s technology landscape evolves, so does the imperative to secure it. Approximately two years ago, the city appointed a new chief information security officer, and the IT department has since begun implementing a zero-trust architecture. This cybersecurity model verifies every device and user before granting access to systems.

Wittenburg noted that the city is placing significant emphasis on vendor risk assessments as new systems are introduced. Understanding the security posture of external partners is crucial as governments increasingly adopt interconnected technologies.

Cybersecurity has also become a collaborative effort at the regional level. Raleigh’s security leadership has played a key role in establishing a statewide information-sharing group with Wake County and North Carolina officials. This collaboration facilitates the exchange of threat intelligence and mutual assistance during cyber incidents, creating a robust support network for local governments facing complex threats.

Training the Workforce for AI

The successful integration of technology into government operations requires that employees understand how to use these tools responsibly. To facilitate this, Raleigh introduced Copilot Chat last year and is currently piloting Copilot for Microsoft Office 365.

Officials have developed a three-part curriculum that covers cybersecurity fundamentals and data privacy, educating staff on the “dos and don’ts” of AI usage. Subsequent training sessions focus on prompt engineering, teaching employees how to effectively interact with AI systems and understand data handling practices.

The objective is to equip employees with a clear understanding of the capabilities and limitations of generative AI systems before they are incorporated into daily workflows.

As reported by www.govtech.com, Raleigh’s commitment to testing technology internally ensures that only well-evaluated solutions are deployed in broader contexts. If successful, these initiatives could significantly enhance city services, improve infrastructure planning, and provide residents with timely notifications regarding municipal services, such as garbage collection schedules.