Technology has the power to make interacting with our cities and local governments smoother, easier, and more intuitive—but only when it's designed with people at the center.

We enter Season 4 of Empathy Affect with Boston Chief Information Officer (CIO) Santiago Garces, who shares how the city is using digital tools and AI to strengthen trust, improve services, and deepen the connection between residents and their government. From the everyday impact of Boston 311 to emerging AI pilots that help the city respond faster and more transparently, Santiago explains why innovation in Boston isn't about chasing the newest tech. It's about meeting people where they are. We get into what people-centered digital government looks like, how to prepare a public workforce for responsible AI use, and what other cities can learn from Boston's approach.

Santiago Garces is the CIO for the City of Boston, where he leads the Department of Innovation and Technology (DoIT). He was previously the executive director of Community Investment in South Bend, Indiana, and formerly served as CIO of both South Bend and Pittsburgh, Pennsylvania.

More Links and Information

Check out more Fors Marsh Media

Connect or partner with Fors Marsh

Read up on Boston’s Interim Generative AI Guidelines

Get to know Boston 311

Learn more about Boston DoIT