Page 411 - FY 2009 Proposed Budget

Put Technology to Work

Goal 1: Ensure Availability of Information, Programs, and City Services
Objective 3: Increase Convenience for the Customer
Project Performance Measure(s) City Service Team (Department)
PTW Launch Citibot Pilot Project Shared Services (Communication and
1.3.5 Legislative Affairs)
Summary:
Milestone Target Date Status
In 2019, the Arlington Tomorrow Foundation funded a Obtain ATF funding 2 Qtr. FY 2019 Complete
nd
st
one‐year pilot program with Citibot, a messaging system Integrate Citibot 1 Qtr. FY 2020 75%
that allows residents to text in their concerns and programming with
questions and receive immediate feedback. Accela dashboard
Integrate Citibot 4 Qtr. FY 2019 100%
th
Project development launched in spring 2019 and included programming with
developing the resident concerns/issues to be included on CivicLive/website
the platform, coordination with the City’s website and search engine
search engine, and integration with the Accela dashboard Test Citibot product 1 Qtr. FY 2020 100%
st
for routing of resident workorders. Develop Citibot 1 Qtr. FY 2020 100%
st
marketing campaign
Simultaneously to the design/development work, a Maintain Citibot 4 Qtr. FY 2020 75%
th
marketing campaign for Citibot has been developed marketing campaign
working with Obviouslee Marketing. It will launch with throughout FY 2020
Citibot and be sustained throughout the pilot program and Launch Citibot 2 Qtr. FY 2020 100%
nd
includes digital advertising, video PSA, social media posts rd
Update Citibot with a 3 Qtr. FY 2020 100%
and branding. COVID‐19 text option
th
Update the website 4 Qtr. FY 2020 100%
Update: with a Citibot web
th
During the 4 quarter of F Y2020 we were able to chat
implement the web chat feature that Citibot created
specifically to address COVID‐19 questions. It can crawl
both the CDC and City of Arlington websites to find
answers to COVID‐19 questions. This has resulted in a 32%
increase in Citibot interactions in Arlington.

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