Case Study: City of Little Rock, Arkansas achieves 75% automation of routine citizen inquiries with Tyler Technologies

Reimagining Arkansas.gov as a Touchstone for Customer Service

Arkansas, working with Tyler Technologies/NIC Arkansas, reimagined Arkansas.gov to meet a shifting expectation: citizens coming to government websites for help, not just for information. The COVID-19 pandemic magnified this challenge by driving surges in online demand and forcing the state to quickly pivot customer service from in-person to digital while many offices were closed.

The state launched a conversation-first portal powered by an intelligent, cross-agency chatbot using NLP, human‑aided learning, bot-to-bot communication, data integrations and guided help flows to resolve issues like vehicle registration and payments. The bot now handles more than 16,000 conversations per month, answers roughly 75% of routine questions (76% of ~122,000 questions in 2020–Q2 2021), drove a 64% increase in conversations in early 2021, and delivers estimated service-desk savings of $2.3–$3.7 million.

City of Little Rock, Arkansas

Jonathan Askins

Chief Technology Officer, Arkansas Department of Transformation and Shared Services, Division of Information Systems