Much of the recent focus on government automation with AI has centered on the federal level. But failing to build for state and local governments is a significant gap, as most of our interactions with civic services take place locally. Yet from parks and recreation to public safety, waste management to social services, unemployment administration to DMV operations, our local government operations remain labor-intensive.
At General Catalyst, we invest in companies that seek to build resilience across both the private and public sectors, modernizing critical processes that keep our civic system reliable and secure. That's why we're leading Polimorphic's $18.6M Series A. Polimorphic creates case management and CRM software designed for local and state governments, combined with purpose-built AI chatbots and voice agents. In a market where most government workflows still run on manual processes and legacy systems, Polimorphic is designed to strengthen resilience through AI-native infrastructure that transforms how citizens interact with their government.
No-Code Software for Government
Across the United States, millions of government employees handle simple administrative workflows in response to constituent needs: DMV requests, unemployment claims, social services applications, complaint reporting, and more. In the best of circumstances, these cases are managed on outdated legacy software. More often, local and state government officials use practically no software for case management workflows.
Local governments are struggling to keep up with an increasing volume of repetitive administrative tasks: answering the same questions by phone and email, processing simple paper forms, and hunting down information across disconnected systems. At the same time, residents expect a private sector-like digital experience.
We believe the issue is not our ability to apply AI to customer support workflows, but to build software that understands the complexities of government. Most incumbent solutions are highly rigid and therefore unable to solve real automation challenges. Polimorphic takes the opposite approach: by creating a no-code workflow-builder, they allow government agencies to take control of their case management workflows, creating bespoke processes that provide real, local value.
Layered on top of this foundational platform is Polimorphic's AI Front Desk, a full-service constituent platform that includes voice line, chatbot, search, SMS, and email capabilities that work in over 75 languages. Simple requests, like finding the right permitting form, are automated entirely. More complex cases are routed efficiently across departments, helping governments solve issues faster and more effectively.
Startup Speed Meets Government Mission
What stands out about founder Parth Shah is his deep commitment to improving government efficiency. He is intensely focused on low-visibility but high-impact departments where the lack of automation leads to consistently poor constituent experiences. Parth brings a startup intensity to a sector where technology innovation has historically been slow-moving and bureaucratic. His hands-on approach—from patching software deep into the night to responding to customer requests within minutes—reflects the urgency of the mission.
This deep commitment has already translated into measurable customer outcomes. Polimorphic customers have reduced voicemails by up to 90%, experienced a 75% reduction in walk-in requests, and collected more than $10 million in online payments, saving more than 55,000 working hours combined. Depth of usage has been exceptional, with customers reporting that every employee in their department interacts with the platform. For many state and local governments, Polimorphic has quickly become a mission-critical system of record.
The Next System of Record for Government
Polimorphic has the potential to become the next modern system of record for local and state government. Historically, it's been difficult to drive adoption of these foundational platforms beyond traditional enterprise resource planning and accounting in the public sector. In our view, AI is the jet fuel that accelerates this adoption. Parth and his team are making it possible for local and state governments to automate highly complex workflows from end-to-end, something that's been out of reach until now.
As Polimorphic continues to develop its AI capabilities and expand its voice automation features, we believe AI CRM will become one of the core categories of government software. The company is positioned to serve one of the largest and least penetrated software markets in America, with the potential to fundamentally improve how government serves its constituents.
We look forward to partnering with Parth and the Polimorphic team as they build the infrastructure to help government work better for everyone, creating more efficient operations, better constituent experiences, and a more responsive and resilient public sector powered by applied AI.
