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municipalauthorities.org | 5 d EmystifyiNg ai: a P raCtiCal i NtroduCtioN for m uNiCiPal a uthority o PEratioNs By Candace Hoover, Billing Administrator, Manheim Area Water and Sewer Authority Artificial Intelligence (AI), deep learning, machine learning, algorithms – the proliferation of these terms can be daunting. For professionals not immersed in technology, distinguishing the practical applications from the theoretical jargon, let alone assessing investment value, presents a significant challenge. Yet, many of us already interact with AI in our daily lives without conscious thought, from predictive text on our phones to automated email sorting. Initially, the rapid emergence of AI technology might have invoked trepidation, perhaps influenced by popular culture's more dystopian portrayals. However, in an era where traditional knowledge dissemination through journals and books can quickly become dated, the internet serves as an expansive, ever-updating resource. Utilizing AI to efficiently process and organize this vast digital landscape has become increasingly pragmatic. Understanding the Fundamentals of AI For the purpose of practical application within municipal authorities, this discussion primarily refers to AI in the context of large language models (LLMs) , often experienced through chatbots . Enhancing Resource Management Beyond the immense information accessible online, our peers within the municipal sector represent invaluable wells of knowledge. AI demonstrates exceptional proficiency in processing and synthesizing vast amounts of information into coherent answers. Engaging AI with targeted questions can significantly aid in formulating ideas, exploring complex topics from diverse angles, and identifying new avenues for inquiry. This capability can be particularly useful in preliminary research phases for policy development or operational improvements. (Suggested read: “The Art of Asking Questions in the Age of AI” by Bob Means.) A Case Study in Operational Enhancement My exploration into AI's capabilities led to a specific inquiry: benchmarking our collection processes against other municipalities . While comprehensive resources on Key Performance Indicators (KPIs) specifically tailored for Pennsylvania municipal authorities are surprisingly limited, AI proved to be an invaluable tool. It facilitated brainstorming ideas for gathering best practices in collections, identifying commonly utilized KPIs in similar sectors, and developing clear explanations for each KPI's utility, making complex financial metrics accessible to non-specialists for reporting purposes. Ensuring Veracity: The Importance of Resource Verification When utilizing AI for research, it is crucial to employ prompts that request source attribution. Always include phrases such as "show resources" or follow up responses with a request for source links. Accessing the original information used to formulate AI's answers provides the opportunity for essential fact-checking and confirmation of resource reliability. This critical step ensures the accuracy and integrity of the information you apply to your operations.