City of Tamarac, Florida

In 2024, the City of Tamarac transformed how residents access services and information by launching the Amazon Connect Omni-Channel Call Center. The new system consolidates multiple communication channels (voice, SMS text, web chat, and video chat) into a single, AI-powered platform that integrates directly with Tamarac.gov, their CivicPlus Municipal Website. Residents now have a seamless way to connect with the City at any time, from any device, and in multiple languages.

The platform is powered by Amazon Bedrock AI and Amazon Q, which act as virtual assistants capable of providing real-time responses by pulling information from the City’s multiple websites. Updated daily, this knowledge base ensures residents always receive accurate answers on services, events, and programs without waiting for regular office hours. Integration with the CivicPlus Municipal Websites Alert Center and News Flash modules further enhances the experience. If an emergency alert is active, such as a hurricane advisory, road closure, or weather-related event, residents receive immediate updates through calls, texts, and chats. Similarly, routine updates about parks and recreation field closures, senior program changes, or special event cancellations are delivered automatically, reducing the need for manual staff intervention.

The system also introduces improved accessibility and inclusivity. Residents can request callbacks instead of waiting on hold, access AI-driven multilingual translation, and provide feedback through post-call surveys. Staff benefit as well, since the AI assistant resolves common inquiries, easing workloads and allowing staff to focus on more complex issues.

The impact has been both measurable and meaningful. Average call wait times dropped by 30-40%, and early metrics show that roughly a third of all inquiries are resolved directly by the virtual assistant. Residents report greater satisfaction, citing ease of access and the flexibility of communication channels. During severe weather events, the system ensures that 100% of callers and chat users receive accurate emergency notifications.

The City of Tamarac has set a new standard for resident engagement. The call center provides reliable, real-time communication, strengthens public trust, and ensures that information is accurate, accessible, and inclusive. Built on scalable cloud infrastructure, the system positions Tamarac to adapt to future needs and continue delivering efficient and equitable services to its community.