Tamarac Reduces Wait Times by 40%, Saves 30% Staff Time, and Increases Satisfaction by 20%
Keys to Project:
Modernizing Tamarac’s resident experience by unifying website, CRM, AI call center, and communication tools into a single integrated digital ecosystem that reduces wait times and increases satisfaction
City:
Tamarac, FLPopulation:
72,372
Challenge:
Tamarac faced high call volumes, fragmented systems, and limited visibility into resident needs, which made it difficult to deliver fast and consistent service.
Solution:
Tamarac implemented an integrated CivicPlus ecosystem that connects its website, CRM, alerts, and AI-powered call center to streamline communication and service delivery.
Result:
Tamarac reduced wait times, increased self-service adoption, and improved resident satisfaction by delivering faster, more consistent, and data-driven service.
Creating a Unified Digital Experience for Residents
The City of Tamarac, Florida has taken a strategic approach to modernizing how residents access information and city services. By building a connected ecosystem that integrates its municipal website, communication tools, service request platform, and AI-powered call center, Tamarac has improved efficiency for staff while creating a more responsive experience for residents.
Today the City uses a suite of CivicPlus® solutions comprised of Municipal Websites, including the Alert Center and News Flash modules; Municode Codification; Web Accessibility tools – Acquia Web Governance and AudioEye; and SeeClickFix 311 CRM to power a digital engagement strategy centered on convenience, transparency, and real-time communication.
According to Tamarac, the Civic Impact Platform has become the foundation that connects these systems together.
The CivicPlus Municipal Website is the digital foundation of our resident engagement strategy. It’s no longer just a static information portal but serves as the real-time knowledge hub that powers our AI call center, emergency communications, and self-service tools.
James Twigger
Chief Information Officer, City of Tamarac
A Unified Platform that Simplifies Communication
Before implementing its integrated ecosystem, Tamarac faced several challenges common to many local governments. High call volumes for routine requests, limited visibility into service trends, and manual tracking across departments made it difficult to respond quickly and consistently to residents.
The City addressed these issues by bringing together its website, alerts, and request management tools under a single platform.
This unified ecosystem allows Tamarac to maintain seamless integrations across systems while reducing vendor management complexity through a single contract and support team. For residents, the result is a consistent experience across communication channels.
For example, Tamarac integrates Municipal Websites Alert Center and News Flash directly with its Amazon Connect Omni-Channel Call Center.
Alert Center RSS feeds automatically deliver emergency notifications to residents via telephone, web chat, and SMS in real time. News Flash updates, such as park closures, event changes, and program announcements, feed directly into AI call center workflows.
This integration enables real-time communication without requiring manual intervention and helps ensure residents receive accurate information regardless of how they contact the City.
Improving Service Delivery with SeeClickFix 311 CRM
Tamarac also strengthened its service request management by implementing SeeClickFix 311 CRM.
Before adopting the platform, service requests were often tracked manually across departments. This made it difficult to identify patterns, measure performance, and respond efficiently.
SeeClickFix 311 CRM provides Tamarac with a scalable system designed specifically for the public sector. The platform also integrates with other technology systems the City already uses.
The city manager’s office regularly analyzes SeeClickFix 311 CRM data to guide operational decisions. This includes reviewing inquiry types, peak contact times, resolution rates, and geographic service trends using mapping tools.
These insights help City leaders better understand where issues are occurring and allocate resources more effectively.
Measurable Improvements in Efficiency and Resident Satisfaction
Tamarac’s broader digital transformation has delivered measurable results.
Since implementing its integrated ecosystem and Amazon Connect Omni-Channel Call Center, the City has seen:
- 30-40% reduction in call wait times
- 30-40% of resident inquiries resolved by AI without escalation
- 25-30% staff time savings on routine inquiries
- 20% increase in resident satisfaction
- 100% of callers and chat users receiving emergency alerts during active events
Residents are also shifting toward digital channels when interacting with the City.
The majority of our resident inquiries are now submitted through a mix of web chat, SMS, WhatsApp, and traditional phone calls. Digital channels have steadily increased in adoption since launching the Amazon Connect Omni-Channel Call Center.
James Twigger
Chief Information Officer, City of Tamarac
The City has also seen significant growth in self-service. Approximately 30 to 40 percent of inquiries are now resolved by the AI assistant without needing to transfer residents to a live agent.
These interactions often involve common questions about city events, bill payments, department contacts, and service information.
For residents who prefer calling, the experience has also improved. Smart call routing, queue management, and callback options have helped reduce average wait times by 30-40 percent.
Transforming the Website into a Digital Service Hub
Tamarac first transitioned to CivicPlus for its municipal website in 2010. At the time, the City’s previous website was more static and had not been modernized. This transition improved the overall user experience so that Tamarac could meet the growing expectations of residents who were increasingly relying on digital services.
When Tamarac began its recent redesign project, the goal was to modernize the site and transform it into a central hub for digital services.
The City focused on improving navigation, strengthening mobile responsiveness, enhancing search functionality, and integrating the website with engagement tools such as Alert Center, News Flash, and the City’s AI-powered call center.
Another priority was ensuring that the website served as a reliable source of information across all communication channels.
Today, the website serves as the single source of truth for all resident communications. It powers our AI knowledge base and integrates seamlessly across multiple service channels.
James Twigger
Chief Information Officer, City of Tamarac
Using Data to Continuously Improve Digital Services
Analytics and performance data play an important role in Tamarac’s digital strategy.
The City regularly reviews metrics such as page views, session duration, search terms, and navigation paths to better understand how residents interact with the website.
We actively use Google Analytics to monitor performance. It provides insight into traffic sources, device usage, search behavior, and user flow. This data informs ongoing content adjustments and service page improvements.
James Twigger
Chief Information Officer, City of Tamarac
Search data also helps the City identify content gaps and refine information, so residents can find answers more easily.
Strengthening Accessibility and Digital Equity
Ensuring digital accessibility remains a priority for Tamarac.
As the website expanded and content updates increased, maintaining ADA compliance through manual monitoring became more complex. The City implemented Acquia Web Governance and AudioEye accessibility monitoring to proactively identify compliance issues and improve content quality.
Acquia Web Governance allows Tamarac to continuously scan the website for accessibility errors and receive guidance on how to resolve them.
According to Twigger, the shift has had a meaningful impact.
Accessibility is no longer reactive for us but is embedded into our content workflow. We can proactively identify and correct issues before they impact residents.
James Twigger
Chief Information Officer, City of Tamarac
Improvements such as stronger content structure, better color contrast, alternative text, and improved document formatting have made the website easier for residents with disabilities to navigate independently.
Tamarac also deploys AudioEye to improve compliance with hands-off web accessibility and remediation that combines automated fixes, expert audits, and continuous monitoring.
Collaboration Across Departments
The City’s digital transformation has also strengthened collaboration across departments.
Departments now take greater ownership of website content, knowing it supports multiple communication channels including the website, AI call center, and automated alerts.
Sharing analytics and service request data across teams has helped Tamarac identify common resident questions and improve content proactively. During emergencies, departments coordinate more quickly to ensure messaging remains consistent across channels.
A Partnership Focused on Resident Experience
Tamarac credits its progress to strong collaboration between internal teams and CivicPlus.
Our experience with CivicPlus customer support has been very positive. The team understands the unique needs of local government and provides timely, knowledgeable assistance. It feels more like a partnership than a vendor relationship.
James Twigger
Chief Information Officer, City of Tamarac
For other local governments considering digital transformation, Tamarac recommends starting with the resident experience.
Focus on where friction exists, such as long wait times, repetitive questions, or outdated content. Start with a strong foundation, integrate systems thoughtfully, and use data to guide decisions.
James Twigger
Chief Information Officer, City of Tamarac
By building a connected digital ecosystem centered on accessibility, integration, and real-time communication, Tamarac has created a more efficient organization and a better experience for its residents.