ARLINGTON INCREASES CITIZEN ENGAGEMENT
CITY OF ARLINGTON INCREASES CITIZEN ENGAGEMENT AND DECREASES TIME ON CUSTOMER SERVICE CALLS WITH CITIBOT
CITIBOT NEWS
The City of Arlington, Texas has a population of over 400,000 residents, which makes it about the 40th largest city in the country. Seeing an opportunity for better engagement between the city and residents, Arlington turned to Citibot as its city service solution to increase citizen engagement and improve customer service.
Citibot provides an automated text messaging system for residents to (1) get their questions answered, to (2) report service requests like potholes and missed trash pickup, and (3) and to send personalized messages into the Arlington Action Center, who respond directly to the resident to help. The City of Arlington wanted to provide residents with a way to quickly send questions via text message and receive immediate answers.
In the first seven weeks since Citibot launched, Arlington has had over 1,200 engagements with the city via Citibot. With Citibot, the city will decrease customer service calls and fix more service requests in the community with increased efficiency.
Citibot’s impact during first seven weeks:
1,295 times that residents have engaged with Citibot
312 questions asked directly to Citibot and answered by Citibot’s chat bot.
Approximately 25 percent of the questions asked have to do with pets and pet adoption, so through Citibot, the city is able to help residents care for their pets
253 personalized messages and service requests that have been responded to by the Arlington Action Center
Arlington’s Director of Communication and Legislative Affairs, Jay Warren, explains “Citibot is taking us to where the residents are. The technology is cutting edge and allows us to push the boundaries on communicating with over 400,000 residents. Our residents are telling us what issues they’re seeing in their neighborhood and we’re going out and fixing them. It’s assisting us in making the community a better place to live, learn, work and play.”
“Not only is the technology improving our city overall,” Warren continues, “but working with Citibot is truly a partnership.”
Hear directly from Jay Warren on how Citibot is transforming citizen engagement in Arlington, Texas.
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