Guide

5 Strategies for Reimagining Resident Engagement Through AI - Insights from ICMA 2025

Mary Frances Coryell stands at the forefront of government technology as Chief Revenue Officer at Citibot, an AI-powered chat solutions leader serving government agencies nationwide. She brings nearly a decade of experience driving municipal digital transformation and fostering trust between governments and residents. Coryell's work has facilitated data-driven improvements across California and beyond, earning recognition for advancing innovation in resident engagement, accessibility, and operational efficiency.

Author: Mary Frances Coryell, CGCIO

Key Summary

This white paper explores how government agencies can build trust with every resident by adopting AI-driven chat solutions, detailing critical approaches and original insights from the ICMA 2025 Conference. Featuring thought leadership from Citibot and the City of Lancaster, California, it unpacks how AI and multilingual chat platforms overcome communication barriers, streamline service delivery, and position agencies for future growth.​

Key Conclusion

Government agencies across the United States face mounting pressure to deliver responsive services to increasingly diverse populations. The integration of Citibot's conversational AI tools has proven transformative for cities, where resident issues - from language gaps to high call volumes - are met with scalable solutions. Citibot's technology empowers residents to engage in their native language through text, web chat, voice, or app-based platforms - without the need for government translators. 

Digital innovations, such as Citibot Refresh, have dramatically enhanced data accuracy and accessibility, positioning agencies to meet growing expectations for real-time answers and personalized service. The paper concludes that embracing AI-powered communication builds lasting trust, reduces operational costs, and fosters community satisfaction.​​

"Integrating Citibot changed everything we do," says Larissa De La Cruz, Assistant City Manager at the City of Lancaster. "It not only resolved outdated data and communication gaps but empowered staff to champion innovation - delivering efficient services and genuine engagement to every resident."​​

How-To: Build Trust and Accessibility with AI

Government agencies are at a watershed moment, facing both extraordinary demand and opportunity. Across the ICMA 2025 Conference, Mary Frances Coryell and Larissa De La Cruz detailed how technology, data strategy, and leadership converge to improve trust, efficiency, and resident satisfaction. Citibot's AI engines are purpose-built for the government, delivering instant answers, processing thousands of requests, and facilitating communications in seventy-five languages using advanced integrations. Such support enables agencies to move beyond one-size-fits-all outreach: residents can ask questions, make requests, and receive updates in preferred formats - text, web, WhatsApp, Voice, or Messenger.​​

Mary Frances emphasized, “Every agency must rethink web accessibility and information readiness. Outdated, unsearchable data blocks public satisfaction - and we cannot let our digital presence define community trust.”​​

Lancaster's story highlights the profound shift from fragmented call centers and outdated websites to integrated, multi-channel experiences. Residents now access streamlined, consistent city services - helping Lancaster serve over 1,400 residents in 90 days and project a $40,000 annual cost saving in just year one on only one channel thus far.​​

Are Government Agencies Missing Unexpected Resident Needs?

Communities are linguistically diverse; outdated channels risk sidelining residents who communicate in languages beyond English and Spanish - such as Portuguese or Turkish. Citibot's adaptive technology closes these gaps, enabling County Managers and City Administrators to offer truly inclusive engagement. For cities, multilingual chat means more than expanded access - it signals a commitment to equity. 

52% of Spanish-speaking Americans use WhatsApp for communication, a figure that underscores the value of multi-channel reach. Government agencies using Citibot no longer employ costly, ad hoc translators; instead, residents submit service requests and receive accurate, contextual replies in their language - empowering direct communication with every resident.​​

The Amazon Effect - Rewriting 311 for Resident Expectations

Residents have grown accustomed to the “Amazon experience” - on-demand answers and seamless, continual support. This expectation, amplified during the COVID-19 pandemic and digital disruptions, has forever changed how agencies must serve their communities. Citibot enables agencies to meet this challenge; Lancaster's shift to 24/7, AI-driven support reduced frustration and improved operational efficiency. Staff retrained, embracing technology as a force for service improvement, not a threat to job security. As Larissa De La Cruz notes, “Our data was outdated. Once Citibot streamlined our website, we saw transformative results in accuracy and public satisfaction.”​​

Human Translators vs. Multi-Channel AI

Traditional resident support relied on human translators and call staff. These solutions, while personalized, are often limited in scale and costly to sustain. Citibot's AI-powered approach redefines service by automating translations and enabling integration across platforms - from web chat to WhatsApp to Voice and SMS. The result: operational savings, increased language coverage, and dramatically improved engagement metrics. Denver, Colorado Springs, and Arlington have successfully deployed Citibot's language features, establishing a new standard for inclusive government interaction.​​

“Garbage In, Garbage Out” - The Data Governance Mandate

As Mary Frances lucidly remarked, “Garbage in, garbage out.” AI's promise is no greater than the quality of the data on which it operates. Citibot Refresh solves a perennial problem for government websites - outdated, inaccurate information. The product, showcased at ICMA 2025, ensures agencies have updated, accessible data ready for resident use and future AI deployment.​​

This “data clean-up” fosters transparency and accountability. Lancaster's journey saw improved data governance drive engagement and trust. Streamlined websites ensure accessibility and empower community self-service, meeting mandates and positioning agencies for growth.​​

Data and Evidence

Citibot's implementation showcases measurable results: Lancaster engaged 1,400 residents in 90 days, projected $40,000 in annual savings, and radically improved multilingual service - a benchmark for counties and cities nationwide. With chatbots now capable of over seventy five communication languages and integrated feedback systems, agencies can build lasting trust and deliver efficient, responsive service.​​

Thought Leadership and Future Trends

The ICMA Conference established Citibot as an authoritative force for government agencies looking to drive innovation in resident engagement, data governance, and accessibility. The future of public service lies in leveraging AI to respond instantly, communicate equitably, and support staff transformation - from call agents to process leaders. As multilingual capabilities expand and platform integrations deepen, the line between technology and personal service blurs - transforming legacy government interactions into unified, forward-looking resident experiences.​​

Conclusion

AI-powered chat solutions are no longer a theoretical innovation - they are the new standard for government agencies committed to efficiency, inclusivity, and trust. Citibot's approach offers a model for success, driving resident satisfaction and building operational excellence. The insights and strategies presented here position local leaders to adopt transformative technology, engage every resident, and forge a more responsive government for the decade ahead.

To learn more about Citibot Refresh, schedule a product demo today. Please visit https://www.citibot.io

References and Additional Resources

This white paper draws from research, industry publications, and thought leadership to provide evidence-based insights into AI-powered chat solutions for government agencies. 

  1. Digital Government Hub. "The Adoption and Implementation of Artificial Intelligence Chatbots in Public Organizations: Evidence from U.S. State Governments." September 2025.​

  2. GovTech. "New Multilingual Chatbot Expands Access to City Services." August 2023.​

  3. International City/County Management Association (ICMA). "New Research: How Digital Interactions Shape Resident Trust and Satisfaction." July 2025.​

  4. LinkedIn. "The Citibot Blueprint for Inclusive, Multilingual Resident Engagement." June 2025.​

  5. GovTech. "Government Chatbots Now a Necessity for States, Cities, Counties." July 2021.​

  6. Public Input. "A First Look: 2025 State of Community Engagement Survey." October 2025.​