Across the country, cities and counties are being asked to do more with less. Residents still expect fast, reliable service. But staffing levels aren’t going up, and in many places, they’re going down.
One small city recently told us they simply can’t afford to hire support staff. They have a low population but high call volume. People call day and night, and the only person answering the phone is someone who also has other duties. She picks up when she can. That’s the system. They’re doing the best they can.
This is why more local governments are starting to look at AI. Not because it’s a trend, but because they need a better way to manage the load without hiring more people.
What Cities Are Dealing With
In small and mid-size cities, it’s common to see:
- One person answering all incoming calls
- Overflowing voicemail inboxes
- The same questions being asked over and over
- Residents who give up or get frustrated
When the office closes, support stops. But the calls keep coming.
There’s another issue. Many city websites, especially in smaller towns, are hard to navigate or out of date. So residents don’t find what they need online. They just call instead.
Over time, the phone becomes the default support channel. But there’s no capacity to keep up.
How AI Can Help
AI tools have improved. A digital agent today can:
- Understand natural language
- Talk with residents by phone or web
- Look up account balances or service schedules
- Send payment links or directions
It doesn’t replace city staff. It supports them by taking the repetitive calls and tasks off their hands.
Where Cities Are Starting
Most cities aren’t trying to automate everything. They start with the basics:
- Answering routine questions
- Handling after-hours calls
- Helping people reach the right department
- Offloading utility billing and payment calls
This frees up staff to handle more complex work.
What Cities Can Expect
When residents get answers quickly, trust goes up. When staff aren’t tied up with calls all day, productivity improves. And when cities can scale support without hiring, they stay within budget.
This isn’t about chasing technology. It’s about solving a real problem that almost every city is facing.
If your team is stretched thin and your residents keep calling, this might be the solution you’ve been waiting for. Gov2Biz.AI’s Lia is an AI agent built for local governments, and can handle routine calls and questions so your staff can focus on what matters most. Learn more about Lia here.
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