City of Burlington The City of Burlington is pioneering AI integration into municipal services with the introduction of CoBy, its first AI-powered digital assistant available on the city’s website, burlington.ca. This new Copilot provides 24/7 access to a wealth of city information and services, offering real-time AI-generated responses based on extensive knowledge gathered from the website. Developed in collaboration with Microsoft Copilot Studio, CoBy has been designed to learn over time, constantly evolving, adapting, and improving from each interaction. Users can simply click on the green conversation bubble icon on the website to pose questions, and CoBy utilizes Generative Pre-trained Transformer (GPT) technology to provide efficient responses. Currently in the beta phase, CoBy will continue to develop over time, influenced by user feedback and patterns learned through generative AI. Metrolinx Metrolinx, Ontario’s transportation agency responsible for PRESTO, which serves the Greater Toronto and Hamilton Area (GTHA) and Ottawa, is using Azure AI to modernize fare payment systems. Building on the success of the PRESTO fare card, Metrolinx launched a project for open payments, which would enable riders to conveniently tap on and off transit using their credit or debit cards. With Microsoft Azure, the agency has implemented a real-time fare management system, ensuring seamless transactions even during peak travel times. Overcoming challenges like the need for quick processing, Metrolinx rolled out the payment platform across regional transit networks, including TTC, GO Transit, MiWay, and UP Express. With an emphasis on security, Metrolinx uses Microsoft’s robust security infrastructure to safeguard sensitive data, allowing them to focus on providing a secure and efficient experience for all transit users. Looking Ahead: A Bright Future for Canada While governments have historically moved slowly—especially as it relates to technology—generative AI presents an opportunity to accelerate the pace of change. AI doesn’t always have to involve broad sweeping change either. It could be as simple as leveraging AI to take over administrative work, as in the case of the cities of Kelowna and Burlington. This, in turn, frees up employees to focus on bigger mission challenges. But there is still much work to be done to implement AI solutions at scale, WINTER 2025 // Canadian Government Executive / 19 Sponsored Content PERSPECTIVE Developed in collaboration with Microsoft Copilot Studio, CoBy has been designed to learn over time, constantly evolving, adapting, and improving from each interaction. Overcoming challenges like the need for quick processing, Metrolinx rolled out the payment platform across regional transit networks, including TTC, GO Transit, MiWay, and UP Express. to develop a workforce with the skills necessary to do so, and to take advantage of all that AI has to offer. By engaging with employees and creating clear plans and policies for responsible AI use, governments can unlock significant potential for innovation, improved processes, and streamlined operations—key priorities for any government agenda. *Based on global findings from the Work Trend Index. Canadian specific data not available.
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