Artificial intelligence (AI) is transforming records management across government agencies, offering the promise of automation, efficiency, and improved compliance. As one technology leader told CIO Magazine, “There is not much that isn’t being impacted or at least assessed to see how AI can be adopted. Everything from data processing, marketing, customer support, business content/records, as well as security.”
However, while AI presents significant opportunities, records managers should approach its use carefully. These are still relatively early days for AI, and common pitfalls in the records management function, including misclassification of records, compliance risks, and unmonitored automation errors, loom large. So, how can agencies ensure their AI-driven records management is reliable, compliant, and—ultimately—working as intended?
‘Proceed, But Don’t Over-Pivot’
This recommendation to avoid “over-pivoting” comes from technology advisory group Gartner, which writes, “Recognize that this is very early stage and much of what you are hearing is hype.” In other words, a phased approach allows agencies to test AI applications in controlled settings, one step at a time, ensuring that automated processes align with compliance requirements and operational goals. Be patient. “Take a multiyear approach,” Gartner recommends.
Keep Your Expectations in Check
Government agencies must remain realistic about what AI can achieve. Many agencies look for AI to boost efficiency, yet vague goals like “increased productivity” can be difficult to quantify or measure. Worse, many of AI’s more enthusiastic proponents may want it to solve problems that remain out of its reach, at least for the moment. As Gartner warns, “Don’t expect AI to be a holy grail.”
Focus on Measurable Metrics
Organizations should define measurable performance metrics. These might include reductions in retrieval times for public records, accuracy rates in classification, or compliance adherence levels. Setting clear, trackable KPIs allows agencies to determine whether their AI systems are truly delivering value. Without measurable benchmarks, it becomes impossible to assess whether AI is making a meaningful impact on operations.
Use ERMs with Integrated AI, Not AI-Only Platforms
When integrating AI into records management, agencies should rely on Electronic Records Management (ERM) platforms with AI features rather than standalone AI solutions. ERMs are designed to handle the regulatory and compliance complexities of government record-keeping. They provide structured data governance, ensuring that AI operates within predefined retention and classification frameworks. AI-only platforms, on the other hand, may lack the necessary compliance controls and could introduce risks by operating outside established legal frameworks.
Proof AI Outputs: Monitor and Audit AI Performance Regularly
AI tools can enhance efficiency, but they must be carefully monitored. Without human validation, AI can amplify mistakes instead of correcting them. As one healthcare CISO told CIO Magazine, “I have concerns about AI tools being used unintelligibly. Many folks see AI and say, ‘I don’t need to proof this,’ without realizing that Gen AI is susceptible to quality issues and hallucinations. So if someone relies entirely on AI for clinical decision support without reviewing that, then eventual patient harm is the likely result.”
In records management, failing to validate AI outputs can lead to improper document classification, lost records, or even non-compliance with legal mandates. Recommended steps include:
- Accuracy Testing: Reviewing a sample of AI-classified records to ensure correct categorization.
- Retention Compliance Checks: Verifying that documents flagged for deletion align with agency policies.
- Bias Detection: Analyzing whether AI prioritizes certain types of records in searches over others, potentially leading to unintended biases.
Ensure AI Can Adapt to Changing Regulations
Government regulations evolve frequently, and AI systems must be flexible enough to accommodate new compliance requirements. The Harvard Business Review highlights the importance of regulatory adaptability: “Anyone hiring in New York City, for instance, will have to ensure their AI-powered recruitment and hiring tech doesn’t violate the City’s ‘automated employment decision tool’ law.”
Similarly, agencies using AI for records management must ensure that automated classification, retention, and access controls remain compliant as the broad array of applicable laws change. This may require periodic software updates, retraining AI models, or working with vendors to ensure ongoing compliance with new mandates.
Only with the Right Approach Can AI Deployments Deliver Desired Efficiency Gains
AI is reshaping government records management, but its success depends on careful implementation, ongoing monitoring, and a commitment to regulatory compliance. By setting realistic expectations, taking a phased approach, using ERMs with integrated AI, auditing AI outputs, and ensuring adaptability to changing laws, agencies can harness AI’s potential while mitigating risks. AI is not a “holy grail,” but when implemented thoughtfully, it can be a powerful tool for modernizing government operations.
About PSL
PSL is a global outsource provider whose mission is to provide solutions that facilitate the movement of business-critical information between and among government agencies, business enterprises, and their partners. For more information, please visit or email info@penielsolutions.com.