CHALLENGES:

Decades of legacy systems, fragmented data, outdated infrastructure, inconsistent user experiences, and a rapidly growing need for AI-enabled operations.

RESULTS

Improved uptime, reliability, and service performance across mission-critical systems.

Faster deployments and shorter delivery cycles through improved SDLC practices.

Expanded technology adoption and workforce training across the organization.

Increased trust, transparency, and usability for public-facing digital services.

ACTION PLAN:

Modernized enterprise applications across permitting, public safety, HR, procurement, and public services.

Migrated major platforms to cloud environments and established cloud governance frameworks.

Built the city’s first UX organization; delivered new design standards, accessibility compliance, and modernized interfaces for public-facing services.

Redesigned the 311 service portal and internal intranet, improving efficiency and service transparency.

Overhauled the city’s data infrastructure and analytics framework, enabling dashboards and insights across dozens of departments.

Introduced operational AI for customer support, internal automation, and agentic workflows.

CHALLENGES:

Turn emerging technology into operational value rather than novelty demos, and to do so in constrained environments with strict data and cybersecurity regulations.

Convert R&D concepts into actionable prototypes for executive decisions on commercialization.

RESULTS:

Enabled non-technical staff to leverage AI safely and effectively through tailored workflows and usability design.

Delivered proofs-of-concept that informed executive decision-making for large-scale modernization efforts.

Increased organizational readiness for long-term AI adoption and platform integration.

ACTION PLAN:

Prototyped multimodal AI systems combining voice, gesture, text, and contextual understanding for training, customer service, and operational tasks.

Built human-AI collaboration frameworks to enable safer, explainable, and more usable AI interactions for non-technical staff.

Designed and deployed AI pilots for service automation, employee enablement, and large-scale knowledge management.

Conducted rapid prototyping for city, enterprise, and startup environments, transforming research ideas into usable tools.

Ensured governance, security reviews, and responsible AI practices across all piloted technologies.