From tax and workplace safety to immigration and federal criminal law, members of the public seek assistance in navigating complex statutory codes and the substantial grey areas in which agencies exercise their discretion. This study examines how members of the public seek guidance, how agencies produce and provide it, and how agency personnel, requesters, and...

When individuals have questions about federal benefits, services, and legal rules, they are increasingly seeking help from government chatbots, virtual assistants, and other automated tools. This report describes the results of a qualitative study of automated legal guidance across the US Federal government, which included semi-structured interviews with both agency technology experts and lawyers.

Artificial intelligence (AI) promises to transform how government agencies do their work. This report offers three perspectives of federal agency use of AI.