AI-Powered Citizen Engagement Platform

Local IT Innovation of the Year

Tamarac, Florida is using Amazon Connect, a cloud-based, and AI-powered, omni-channel call center, has revolutionized how residents engage with local government by making services more accessible, efficient, and inclusive. It offers 24/7 access through voice, SMS, and web chat, eliminating dependence on business hours or in-person visits. Key features like real-time language translation, AI-powered self-service, and automated emergency alerts ensure all residents—regardless of language or ability—receive timely, personalized support. Call wait times have dropped significantly, while first-contact resolution and satisfaction have increased. Seamless integration with enterprise systems enables staff to access up-to-date information and resolve issues faster.