Gisela Montes, Legal Advisor & GovTech Consultant, Buenos Aires City Government, PIT Policy Lab, Argentina

1. How do you use your role to ensure that technology and policy are inclusive? 

When I work on GovTech projects, I always try to make sure that both technology and policy are designed with inclusion in mind. I believe inclusion doesn’t just happen — it needs to be planned intentionally. In every project, I encourage the team to start by listening to real users and understanding who might be left out or face barriers, whether digital, social, or economic. 
 
I also see inclusion as a personal value. Even when I’m not directly involved in a project, I like to reflect on how governments and digital policies can become more accessible and equitable. For me, technology should help close gaps, not widen them — and that means designing solutions that are transparent, human-centered, and open to everyone.

2. What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better? 

It was early in my career when I realized how technology could impact not only people’s lives but also the way government works. I was working in a government procurement department that handled many procurement processes for the local police. At that time, everything was paper-based — and anyone who has worked in procurement knows how complex that can be. There was no real way to ensure transparency or efficiency.

In 2015–2016, the Buenos Aires City Government launched its first online public procurement platform to manage all procurement processes across the city. The system made the process smarter, more transparent, and much more agile.

3. What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public? 

I was selected for the Women in GovTech Challenge 2025, led by GovStack. The program aimed to recognize and support women driving digital transformation in government. With my team, we developed the Online Government Benefits Finder — a citizen-centered solution designed to bridge the gap between people and the government services created to support them. Although we built this tool for Chile’s government, it can easily be adapted for any administration that faces the challenge of managing social benefits for citizens. 

4. What was one unexpected lesson you learned this year about designing for real people?

So many lessons! But one thing I always emphasize is that we can achieve a lot without relying solely on technology. Of course, technology is a big advantage — but people often get caught up in the idea that you need tech (and lots of money!) to be innovative. The truth is, innovation can come from simply changing how you work, rethinking time-consuming daily tasks, or improving small processes. These kinds of changes can make a real difference. 
 
Another important point when designing for real people is to truly understand where the pain is. No one wants to spend time or money on things that don’t really matter. And you risk a negative reaction if you invest in solutions that don’t address people’s real needs. 

5. We hear a lot about AI. What’s a practical example of how AI can be used to make government services more inclusive and trustworthy? 

I believe AI can be applied to almost everything nowadays, and I’ll always encourage its use to improve public services. However, people often don’t trust AI because they don’t understand what it does. That’s where the concept of Explainable AI (XAI) comes in — it aims to help users understand how AI systems make decisions. 
 
But this needs to be done intentionally. Let’s be honest — no one really reads the terms and conditions. If a service uses AI, that should be clearly explained. Tell me how it works, let me know if I can talk to a person if something goes wrong, and briefly and clearly explain how my data will be used so I can make an informed decision. The key is to make AI easier to understand. 

6. How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?  

I believe that anyone working in tech should always be learning. There’s so much happening in the GovTech space that it can sometimes feel like you’re missing something. But I think the key is to find an area that truly excites you and keep learning from it. 
 
Personally, I get excited when governments make meaningful changes to improve performance and efficiency. The ultimate goal is, of course, to deliver better services to citizens — but I particularly appreciate when governments approach that goal by evolving as systems: improving workflows, becoming better administrators, and integrating technology into their daily operations. 
 
I think data analysis has already had a huge impact, but there’s still so much more potential. Data continues to be a powerful tool — if used correctly, it can unlock tremendous insights and improvements. 
 
I’m also very interested in AI ethics. It’s a field that’s constantly evolving, and while many people have strong opinions about it, there’s still a lot of uncertainty and room for development. 

7. What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

Do it! We need dedicated people with a genuine interest in public service. Innovation happens in government — there’s always something new to try, improve, and give. I know it’s not always easy; there are plenty of challenges. But when you see the results and realize that your work is improving people’s lives, you’ll know it was worth it. Also, there’s plenty of room for creativity in government — more than people often think! 

8. Who inspires you to build a more inclusive and trustworthy public sector?

People. As much as I love seeing governments embrace technology, I believe inclusion and trust are values we can’t leave behind. People need to feel included and safe if we want them to trust how governments use technology. 
 
Every time I see that a digital tool, a tech policy, or a new online service has made someone’s life easier, I’m reminded why this work matters. The goal is simple but powerful: to make people’s lives easier — and everyone should have access to that, to enjoy life fully. 

9. If you had an unlimited budget, what would your dream project be?

I’d love to create a global GovTech Community, with hubs in different parts of the world. These hubs would serve as spaces for people to learn about GovTech, conduct research, create practical resources, attend events, and collaborate on projects with public institutions. 
 
While there are already some initiatives like this, I believe we need more official and accessible spaces to teach about GovTech — and to showcase the incredible things that people and governments can achieve together through technology.

10. Outside tech, what excites you the most?

GovTech is a big part of my life, but when I’m not working on something related to it, I enjoy a quiet life with friends and family. I love having free time — or free weekends — just to slow down and watch life unfold. 
 
I also love learning and being creative, so I usually spend time drawing. It’s a great way to relax and express myself in a completely different way.