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Overview

Located between Fort Worth and Dallas, Texas, the City of Arlington has a population of over 400,000 residents, making them one of the largest cities 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. 

"Because of Citibot, Arlington can efficiently engage and work with our residents, and ultimately have a better city, because they’re telling us what issues they see in their neighborhood and we can go out and fix them.”

— Jay Warren,

City of Arlington’s Director of Communications and Legislative Affairs 

Since partnering with Citibot, the City of Arlington has experienced a massive increase in engagement: 

  • Citizen engagement increased by 523% from 2020 to 2021 

  • Engaged in over 24,500 resident sessions through the text and web chat platform 

  • Receives an average of 1,089 monthly communications 

  • 80% of communications are done via Citibot’s Web Chat interface on the city’s website 

  • Nearly 70% of requests identified by our conversational AI were related to animal services, public property issues, or noise complaints and routed directly into Arlington’s Accela CRM

Insights