While data science has been on the radar of state and local government leaders for some time, the COVID-19 pandemic has highlighted the real-world implications and urgency of adopting artificial intelligence (AI), machine learning, robotic process automation (RPA) and similar tools that fall under the “data science” umbrella.

In a 2019 NASCIO survey, AI (in the form of machine learning, RPA and chatbots) was by far the top choice when respondents were asked which emerging technology would have the most impact in the next three to five years. However, a variety of challenges prevented them from moving forward more fully with data science initiatives. Less than a year later, the pandemic created immediate demand for virtual assistants to help with skyrocketing call center volume, as well as geospatial mapping and predictive analytics to help manage COVID-19 outbreaks and other crises. In NASCIO’s 2020 survey, 76% of respondents said they first introduced chatbots (virtual agents) in response to the pandemic.