Knowledge Hub/Guide
Guide

# The Government Digital Leader's Playbook for AI Search: Evaluation, Procurement, and Deployment

A practical, no-nonsense guide for government digital and IT leaders evaluating AI search platforms — from building the business case to measuring ROI. No vendor hype, just what you actually need to know.

18 min read
Government & SLED April 2025 Download Playbook

Every government digital leader running an evaluation of AI search technology faces the same three problems: the vendor landscape is noisy and difficult to differentiate, the internal business case requires data that is hard to obtain, and the procurement process has landmines that are only visible to people who have navigated it before. This guide exists to solve all three — written for the person doing the work, not for a vendor slide deck.

## Why This Guide Exists

AI search adoption in the public sector has reached an inflection point. In 2022, deploying AI-powered search on a government website was a leading-edge decision made by a small number of progressive digital teams. In 2025, it is the expected standard. The DOJ's final rule on ADA Title II digital accessibility (published March 2024) has created legal urgency. Citizens' expectations, shaped by Google, Alexa, and GPT-based interfaces, have permanently shifted. The question is no longer 'should we do this' but 'how do we do this well'.

The challenge for procurement teams is that the AI search vendor market has exploded. There are now dozens of vendors claiming AI search capability — ranging from established enterprise platforms that have bolted semantic search onto legacy infrastructure, to purpose-built AI search tools with government-specific features, to generic large language model wrappers that have no meaningful differentiation from one another. Evaluating these effectively requires knowing what questions to ask, what claims to verify, and what red flags to watch for.

## Building the Business Case

The most defensible business case for AI search in government is built on three quantifiable ROI drivers: contact centre deflection, staff time savings, and compliance cost reduction (primarily FOIA and Open Records). Secondary benefits — citizen satisfaction, equity outcomes, reduced abandonment rates — are real but harder to quantify for a budget committee.

### Contact Centre Deflection Savings

The calculation is straightforward. Start with your average monthly contact centre call volume. Survey your contact centre team to estimate what percentage of calls are for information that is already published on your website — this typically runs 35–50% for most government agencies. Apply your fully loaded cost per call (including agent salary, benefits, overhead, and technology). Multiply by a realistic deflection rate of 30–40% (use 30% for your conservative estimate). That is your annual savings ceiling from AI search alone.

Example: A state agency with 12,000 monthly calls, 40% information-seeking, at $19 loaded cost per call. Annual cost of information-seeking calls: $10.9M. At a 35% deflection rate: $3.8M annual savings. Even at half that deflection rate, the savings materially exceed a typical AI search subscription cost.

### Staff Time Savings

For internal Workplace Search deployments, the calculation starts with knowledge worker time spent searching for documents, policies, and procedures. Research consistently places this at 1.5–2.5 hours per day for knowledge workers in document-heavy environments. A conservative assumption of 45 minutes/day recovered per knowledge worker, multiplied by the number of users, at your loaded hourly cost, gives you the staff productivity ROI.

### FOIA and Open Records Cost Reduction

For local governments with significant FOIA volume, the staff time cost of document discovery is often the largest single component of FOIA compliance cost. Calculate the average staff hours spent per request on document discovery, multiply by your request volume and loaded staff hourly cost, and apply a realistic discovery time reduction of 60–75% (Keyspider deployments have consistently achieved 70%+ reduction in discovery time).

$19

avg loaded cost per government contact centre call (ICMI, 2024)

40%

of government contact centre calls for information already on the website

35%

average contact centre call reduction after AI search deployment

18 mo

typical payback period for government AI search investments

## The 8 Questions Every Government Digital Leader Should Ask an AI Search Vendor

These questions are designed to separate vendors with genuine government-grade capabilities from those offering consumer or enterprise tools repurposed for public sector use. For each question, we explain what a strong answer looks like and what a concerning answer signals.

1. 1 Is your AI grounded exclusively in our indexed content, and how do you prevent the model from drawing on external knowledge? Strong answer: Architecturally enforced retrieval-augmented generation (RAG) in which the language model receives only retrieved documents as context, with no access to pretrained world knowledge during response generation. Concerning answer: 'The AI is trained to stay on topic' or 'We use prompt engineering to limit responses' — these are software guardrails that can fail, not architectural constraints.
2. 2 What happens when a user asks a question that isn't answered in any of our indexed content? Strong answer: The system returns a clear 'no information found' response or presents related content that may be adjacent — it does not generate an answer from general knowledge. Ask to see this demonstrated live with a question you know is out of scope. Concerning answer: The vendor changes the subject, or the demo shows the AI filling in gaps with plausible-sounding but unverifiable information.
3. 3 How do you handle permission-aware search for authenticated users — for example, separating public citizen content from staff intranet content? Strong answer: Indexed content is tagged with audience or permission metadata at index time, and query routing enforces these boundaries at the index level, not through post-retrieval filtering. Concerning answer: 'We apply filters based on user role at query time' — this creates risk if the filter logic is misconfigured.
4. 4 What is your WCAG 2.1 AA compliance status, and can you provide a third-party audit report? Strong answer: A current (within 12 months) Voluntary Product Accessibility Template (VPAT) or audit report from an accredited accessibility testing firm. Concerning answer: 'We meet WCAG requirements' without documentary evidence, or a VPAT that is more than two years old.
5. 5 How quickly can you index new and updated content, and what is the latency between content publication and search availability? Strong answer: Real-time or near-real-time indexing (under 10 minutes) for major CMS platforms via webhook integration, with documented SLAs. Concerning answer: 'We crawl on a schedule' with a 24-hour or longer latency — unacceptable for government environments where policy updates must be immediately searchable.
6. 6 Where is our data stored, and is it used to train your models? Strong answer: Clear documentation of data residency (within a specific jurisdiction or cloud region), explicit contractual prohibition on using customer data for model training, and a data processing agreement that satisfies your jurisdiction's data privacy requirements. Concerning answer: Vague answers about 'the cloud' or silence on model training — walk away.
7. 7 What is your documented deployment timeline for a site of our scale, and what do you need from our team to achieve it? Strong answer: A specific week-by-week implementation plan, with clear statement of what the customer needs to provide (CMS access, IT firewall rules, etc.) and what the vendor handles. Concerning answer: 'It depends' without a structured answer, or timelines measured in months for a web search deployment that should take days.
8. 8 What analytics and reporting do you provide, and are they included in the base subscription? Strong answer: Zero-results rate, top search queries, click-through rates by result, search volume trends, and the ability to export raw query data — all included. Concerning answer: Basic reporting included, advanced analytics behind an add-on fee, or no ability to export raw data for your own analysis.

RFP red flags

Watch for these responses in vendor presentations or written proposals: (1) Demonstrations that use pre-loaded sample content rather than your actual content — require a live POC on your data. (2) Hallucination disclaimers buried in footnotes — any acknowledgment that the AI 'may occasionally produce inaccurate information' is disqualifying for government use. (3) Data residency answers that reference 'global infrastructure' — you need a specific region. (4) WCAG compliance described as 'in progress' or 'planned' — either it complies or it doesn't. (5) Deployment timelines quoted as 'estimates' with no contractual commitment — require milestone-based timelines with financial penalties for delays.

## Compliance Requirements by Sector

The compliance landscape varies by sector and by organisation type. The following table summarises the key requirements that should be addressed in any AI search vendor evaluation.

Sector | Required Standards | Key Risk Areas | Vendor Evidence to Require
--- | --- | --- | ---
State Government | Section 508, WCAG 2.1 AA, ADA Title II, FedRAMP (if applicable) | AI accuracy for official policy, data residency, open records compliance for AI logs | VPAT/audit report, data processing agreement, grounding architecture documentation
Local Government | WCAG 2.1 AA, ADA Title II, State open records law compliance | FOIA scope of AI-generated content, data sovereignty, audit trail for searches | VPAT, search log audit trail documentation, data residency confirmation
K-12 Education | FERPA, CIPA, COPPA (under 13), WCAG 2.1 AA, E-rate compliance | Student data in search index, role-based access, parental consent for data processing | FERPA data processing agreement, permission architecture documentation, CIPA compliance statement
Higher Education | FERPA, WCAG 2.1 AA, ADA Title II, Title IX implications for chat logs | Student record access via search, accessibility for diverse student populations, chat log retention | FERPA agreement, VPAT, data retention policy documentation

## Deployment Realities: What Takes Time and What Doesn't

One of the most consistent sources of frustration in government AI search projects is mismatched expectations about deployment complexity and timeline. Vendors sometimes oversimplify; internal IT teams sometimes overcomplicate. Here is a realistic picture.

### What is fast (days)

- Initial content indexing of a public website — even large sites of 5,000+ pages index in hours, not days
- Search widget deployment on a CMS-managed website — typically a single embed code or plugin installation
- Configuration of relevance settings using your existing search analytics data
- Basic design customisation to match your visual identity

### What takes longer (weeks)

- Permission-aware authenticated search requiring integration with your identity provider (Active Directory, Azure AD, Okta)
- Multi-system workplace search connecting legacy on-premises document stores
- Procurement and legal review processes — the technology deploys fast, but internal approvals take time
- Accessibility testing and remediation — WCAG compliance testing should be scheduled as a formal milestone
- Staff training and change management, particularly for contact centre teams who will need updated procedures

## Measuring Success: The Metrics That Matter

Government digital leaders need to demonstrate ROI to budget committees and executive leadership. The metrics below are the ones that translate most effectively in those conversations — they are quantifiable, attributable, and meaningful to non-technical stakeholders.

### Primary KPIs (measure from day one)

- Zero-results rate — the percentage of searches that return no clicked result. Baseline this before deployment; it will typically be 50–70% on legacy keyword search. Target: below 15% within 60 days.
- Contact centre call volume — track weekly, not monthly, to detect the deflection signal early. Use the same category breakdown your contact centre uses to attribute volume changes.
- Search click-through rate — percentage of searches resulting in a click. Baseline before deployment; expect a significant jump within the first two weeks.

### Secondary KPIs (measure at 90 days)

- Citizen satisfaction score on the search experience — a simple post-search micro-survey (one question, five-point scale) is sufficient
- Top zero-results queries — use these to drive content remediation priorities
- FOIA volume trends (if FOIA deflection was a stated objective)
- Staff productivity survey for Workplace Search deployments

## Procurement Pathways

Government procurement for technology products has more options than most digital leaders realise. Understanding the available pathways early in the process can save months of procurement timeline.

### State contract vehicles

Most states operate cooperative purchasing programmes that allow state agencies and local government entities to buy technology products from pre-approved vendor lists without running a standalone competitive procurement. These programmes — variously named DIR, NASPO ValuePoint, SEWP, or state-specific equivalents — are among the fastest procurement pathways available and are specifically designed for technology purchases.

### Carahsoft and federal distribution channels

Carahsoft Technology Corporation is the primary technology aggregator for the U.S. public sector market, distributing hundreds of technology products through federal and state contract vehicles including GSA Multiple Award Schedule (MAS), NASPO ValuePoint, SEWP V, and numerous state-specific vehicles. Many AI search vendors — including Keyspider — are available through Carahsoft, which means a procurement can be completed against an existing contract vehicle without a standalone competitive RFP in most states.

Procurement shortcut

Keyspider is available through Carahsoft on multiple state and federal contract vehicles, eliminating the need for a standalone RFP in most states. If your state participates in NASPO ValuePoint or your agency has an existing GSA MAS relationship, contact your Keyspider account team to determine which contract vehicle applies to your jurisdiction. Typical procurement timeline via existing contract vehicle: 3–6 weeks. Typical standalone RFP timeline: 4–8 months.

Related resources

The SLED AI Search Procurement Checklist

52 questions to ask every vendor before signing a contract.

How a State Agency Reduced Contact Centre Calls by 38%

A real-world deployment case study with full metrics.

Keyspider AI Search — product overview

Technical overview of the Keyspider AI Search platform.

WCAG 2.1 AA Compliance and AI Search

A technical guide for government digital teams.

AI Search vs Keyword Search

The foundational explainer on why AI search is different.

### Ready to start your AI search evaluation?

Book a structured evaluation session with our SLED team. We'll walk you through a live proof of concept on your actual content, provide a proposal aligned to your procurement vehicle, and give you a deployment timeline commitment in writing.

Book a Demo

In this guide

Ready to see it in action?

Book a 15-minute demo with our SLED team. No sales pressure, just a live look at what's possible for your organisation.

Book a Demo

Topics

Guide Procurement AI Search SLED ROI

## Ready to give your users better answers?

AI Search, AI Assistant, and Workplace Search. Deployed in days, not months. See it live on your own content.

Book a Demo Talk to Sales

No credit card required · Live in 2 weeks · Cancel anytime