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- Tallahassee uses AI in various city sectors to improve efficiency and service.
- Key AI implementations include customer service chatbots, data compilation software, and AI-assisted policing tools.
- The city aims to provide 24/7 customer service and expand the use of AI to enhance public safety.
Artificial intelligence is changing the way the world works, and the same goes for Tallahassee city. Like other governments and businesses, Tallahassee uses AI to operate its capital more efficiently.
However, according to city agenda documents, reliance on smart technology in local governments is a slow and steady process compared to other industries.
“A 2024 International Association of City Managers' Survey on Local Government Staff found that 5.4% of municipalities view AI as a strategic priority, and those investigating AI implementation were focused and experimental,” the agenda material states.
In Tallahassee, AI is most prominently used in the city's Utility Customer Service Department and the Tallahassee Police Department, but teams from all departments are researching or piloting “a focused application of AI to improve the delivery of services to the community.”
“The city's mission to become a national leader in the delivery of public services serves as a guide to using all technologies, including AI,” the agenda material states. “As such, any application of AI is implemented with the aim of improving services to city customers, residents and visitors.”
Chatbots, data editing, etc.
Tallahassee has discovered that AI is a great way to improve the customer experience using “customer-centric chatbots.” If a customer has issues with utility services, they can request assistance through the city's chat feature that responds to residents' inquiries.
“The city is at the forefront of the utility customer service industry and is committed to continuing efforts to enhance customer engagement and experience,” the agenda material says. “New technology solutions are a crucial part of the city's customer service efforts.”
Earlier this year, the city launched an AI solution that automatically edits and summarises customer billing activities, invoices and payments, according to agenda materials. The software also provides data such as expired amounts and the maximum number of days in the past invoices in real time.
City representatives decide on options and make address needs much faster. “There are instantaneous processes that can take hours on a spreadsheet before,” the agenda material says.
Staff are continually considering other AI improvements, such as generated chat-based support and voice recognition services. “With the aim of providing a customer service experience, we have expanded our customer service to a 24/7 attitude, supporting full response to peak call volumes or local area crisis response moments,” the agenda material states.
TPD uses smart policing
TPD has been using AI-assisted license plate readers for the past two years, but the city says it has significantly accelerated the vehicle search process, leading to the recovery of more than 219 stolen vehicles.
According to city staff, “using optical character recognition, it captures and converts an image on a license plate into readable text.”
Leading the capital's real-time crime centre for AI-supported firearm detection software, it said, “We collect notifications from community partners when weapons are observed, enabling rapid, data-based law enforcement responses.”
In an interview with the Tallahassee Democrats in February, TPD's Lawrence Rebel said the AI was taking footage from the officer's body-decoration cameras and compiling it into a comprehensive police report of the incident. From the time the camera is activated until it is released, AI captures everything up to the colour of the car in the background, he said.
The idea is to reduce the time executives spend writing reports and more aggressively policing.
Drones equipped with AI-driven navigation and spatial orientation technology were also used last year.
Revell said the plan was to eventually place the drone on top of the police station, and that dispatchers answering 911 calls could press a button to activate the drone and respond and “see eye” to the scene. The drone will only fly to coordinates that have already been collected from the call.
According to city staff, advanced technology helps drones avoid collisions and fly efficiently. Between the TPD and the Tallahassee Fire Station, the drone has recorded more than 100 flight times.
“Collectively, these AI tools improve operational efficiency, response accuracy, situational awareness, ensuring that public safety services are both proactive and responsive.”
Local government watchdog reporter Elena Barrera can be contacted at ebarrera@tallahassee.com. Follow her with x: @ELENABARRERAAA.
