Case Study: City of Tamarac reduces wait times and boosts satisfaction with CivicPlus

City of Tamarac reduces wait times by 40% with CivicPlus

The City of Tamarac, Florida, faced challenges with high call volumes, fragmented systems, and limited visibility into resident needs, which hindered its ability to provide fast and consistent service. To address this, the city worked with vendor CivicPlus to implement an integrated digital ecosystem using products like its Municipal Websites, SeeClickFix 311 CRM, and web accessibility tools.

CivicPlus's solution integrated the city's website, CRM, alerts, and an AI-powered call center to streamline communication and service delivery. The results were significant, including a 40% reduction in wait times, 30% staff time savings on routine inquiries, a 20% increase in resident satisfaction, and 30-40% of inquiries being resolved by AI without needing a live agent.

City of Tamarac, Florida