Title
Consider approving Resolution No. 2026-080 reaffirming the City Manager’s authorization to negotiate, execute, and amend an agreement for an artificial Intelligence resident call assistance system for the City’s non-emergency phone services, in an amount not to exceed $50,000; and take appropriate action.
Body
REQUESTOR:
Innovation and Technology Department
BACKGROUND:
Ensuring residents can quickly access City information and services improves customer service, reduces response times, and increases operational efficiency, particularly during high call-volume periods and outside normal business hours.
The City receives numerous non-emergency phone calls from residents about City services, programs, utility billing, municipal court, permits, and general information. During peak call periods and after normal business hours, residents may experience longer wait times or difficulty reaching the appropriate department.
Following Council’s policy direction to enhance customer service to our residents, the Innovation and Technology Department researched available solutions that could improve customer service accessibility while supporting staff efficiency. Staff evaluated multiple factors, including ease of implementation, compatibility with existing City processes, multilingual capabilities, resident accessibility, operational support, and the ability to integrate with existing customer service workflows. Based on this evaluation, staff identified a solution that best met the City’s operational needs.
DISCUSSION:
The proposed artificial intelligence (AI) resident call assistance system would serve as an additional customer service tool for the City’s primary non-emergency phone line. The system would be designed to answer common questions, assist residents with obtaining general information, and help direct callers to the appropriate department when necessary. Residents would continue to be able to speak with City staff about matters requiring direct assistance.
The system is intended to improve access to City services by providing assistance outside normal business hours and reducing missed or delayed calls during high-volume periods. The system would also support multiple languages and integrate with existing City service request processes, including FBTXConnect.
Staff has determined that this solution qualifies as a sole-source procurement based on its specialized functionality, implementation approach, and compatibility with the City's existing service workflows and operational requirements. Staff has not identified another provider offering the same combination of municipal-focused AI voice assistance, multilingual capabilities, integration options, and implementation approach that would meet the City's operational needs without requiring high additional cost, implementation time, or changes to existing business processes.
The total cost of the agreement will not exceed $50,000 and will be funded from the Innovation and Technology Department's operating budget.
FISCAL IMPACT:
Budgeted financial impact not to exceed $50,000
DISTRICT:
Citywide
POSSIBLE COUNCIL ACTION:
1. I move to approve Resolution No. 2026-080 as presented.
2. I move to approve Resolution No. 2026-080, with modifications.
3. I move to table the issue for further study or take no action.
ATTACHMENT(S):
1. Resolution No. 2026-080