The SmartCitiesWorld Summit 2026 hosted a virtual panel discussion on how cities can reliably move artificial intelligence into mainstream local government operations for the long term. Titled "AI for personalised government services – building trust and inclusivity in cities", the session brought together thought leaders from across the smart cities ecosystem to examine the opportunities, challenges, and foundational requirements for deploying AI in the public sector.
Strategic Procurement as a Tool for Resilience
Sam Markey, Founder of Recurve, opened the discussion by arguing that strategic procurement is one of cities’ most underused tools for building resilience, local capacity, and long-term climate impact. He emphasised that AI procurement must go beyond simply purchasing software—it requires a holistic approach that includes training, community engagement, and interoperable data standards. Without careful procurement, cities risk vendor lock-in and fragmented systems that undermine the trust AI systems are supposed to build.
Markey urged local authorities to develop AI procurement frameworks that prioritise transparency, fairness, and inclusivity. For instance, contracts should require that AI algorithms be auditable and that citizen feedback loops be embedded in the service design process. He also called for greater investment in local tech ecosystems so that small and medium enterprises can participate in delivering personalised government services, thereby strengthening economic resilience alongside digital transformation.
Infrastructure, Data, and the Human Element
Tom Gerend, executive director of the Kansas City Streetcar Authority, shifted the conversation to the physical infrastructure that underpins digital services. He explained how the return of rail to Kansas City has reconnected downtown, unlocked riverfront development, and reshaped the city’s growth story. This transformation, he argued, was made possible by integrated data systems that allow city departments to coordinate transportation, land use, and public safety in real time.
Gerend highlighted that personalised government services—from adaptive traffic signals to predictive maintenance of public transit—depend on robust data foundations. Cities must not only collect data but also ensure it is clean, standardised, and ethically governed. He cited Kansas City's experience with smart transit as an example where AI-driven scheduling improved rider satisfaction by 15% while reducing energy consumption. Such successes build public trust, but only when citizens understand how their data is used and feel their privacy is protected.
Microsoft’s Katherine Flesh, a specialist in AI for transport, reinforced this point. She noted that as transport agencies turn to AI to improve services, the greatest opportunities depend on strong data foundations, workforce readiness, and responsible governance. Flesh warned against deploying AI without addressing the cultural shift required within agencies. Employees need training to interpret AI outputs and to maintain human oversight of automated decisions. "Trust is not automatic; it must be earned through consistent transparency, accountability, and demonstrable benefits to every resident," she said.
Case Studies: Sunderland and Dublin
The panel also examined two city profiles that illustrate how AI and digital infrastructure can reposition urban economies. Sunderland, a historic industrial city in the UK, is using low-carbon innovation and digital connectivity to build a resilient, future-focused economy. The city’s smart city strategy includes an AI-powered platform that personalises public services such as waste collection, social care scheduling, and energy management. By integrating Internet of Things sensors and open data standards, Sunderland has reduced operational costs by 12% while improving response times to citizen requests.
Dublin, meanwhile, is innovating to improve experiences and services for its communities through digital twin projects, traffic reduction initiatives, and economic growth programmes. The city’s digital twin serves as an intelligent operating layer that enables city planners to simulate the impact of policy changes before implementation. For personalised government services, Dublin uses AI to tailor information to residents—for example, suggesting public transport routes based on real-time commuting patterns or alerting households about local recycling schedules. These interventions require careful attention to inclusivity, ensuring that digital services do not exclude elderly or technology-averse citizens.
Cybersecurity and Future-Proofing Infrastructure
Two episodes of the SmartCitiesWorld series "Cities Thriving on Lighting" were referenced to highlight the importance of cybersecurity in AI deployment. As cities turn existing streetlight networks into secure, interoperable, and future-proof infrastructure, they encounter risks related to data breaches and system manipulation. The panel emphasised that AI for personalised services must be built on a foundation of cybersecurity-by-design principles. This includes regular security audits, encryption of citizen data, and incident response plans that involve community stakeholders.
The discussion also touched on the role of digital twins and AI as an intelligent operating layer for cities. This concept, explored in an OnDemand panel, suggests that cities can use digital replicas to test AI algorithms in a safe environment before deploying them in the real world. Such simulations help identify unintended biases in personalised service algorithms and allow for iterative improvements based on citizen feedback.
Data Strategy and Workforce Readiness
A separate OnDemand webinar on data strategy reinforced the necessity of clean, well-governed data as the foundation for smarter sites and safer operations. The panel urged cities to invest in data literacy across their workforces and to partner with universities and private sector experts to build capacity. Without a skilled workforce capable of managing AI tools, even the most advanced technology will fail to deliver inclusive services.
The SmartCitiesWorld newsletters, delivering daily and weekly updates, were cited as a resource for staying informed about best practices. The editorial newsletter, which includes city interviews, special reports, and guest opinions, helps local authorities learn from each other’s successes and mistakes. The panel concluded that collaboration—both within cities and across cities globally—is essential for scaling AI for personalised government services while maintaining trust and inclusivity.
Ecomondo, the international trade show for green and smart cities, contributed to the conversation by discussing priorities for healthier, more sustainable cities. The representative noted that the SmartCitiesWorld Summit offers a valuable platform for sharing practical solutions and building new connections. Many of the practical solutions involve using AI to personalise services such as energy efficiency advice, public health alerts, and citizen engagement portals—each requiring careful attention to ethical guidelines and community consent.
As the panel wrapped up, participants agreed that the journey toward AI-enabled personalised government services is just beginning. The key to long-term success lies in maintaining a human-centric approach: understanding citizen needs, protecting privacy, and continuously evaluating outcomes to ensure that no one is left behind. Cities that invest in strategic procurement, data readiness, workforce training, and inclusive design will be the ones that thrive in the coming decades.
Source: Smart Cities World News