Case Study: City of Lake Forest increases civic engagement with Twilio Autopilot–powered Alexa skill

City of Lake Forest Works to Increase Civic Engagement With Twilio Autopilot-powered Interactive Amazon Alexa Voice Skill

The City of Lake Forest, Calif. (pop. ~85,000), wanted to boost civic engagement by meeting residents on emerging channels like Amazon Alexa and other voice platforms. City leaders needed a more flexible, customizable solution than off‑the‑shelf vendor tools so residents could access city information 24/7—everything from council meeting times to zoning and park hours—without burdening staff or relying on external developers.

Working with Dabble Lab, Lake Forest built a custom Alexa skill powered by Twilio Autopilot in about six months. The Autopilot solution gave the city full control to update and expand the voice assistant, saved staff time by reducing dependence on outside developers, improved resident access to municipal information around the clock, and set the city up to extend the service to Google Home and other AI channels.

City of Lake Forest

Brett Channing

Director of Management Services