City Name: Dearborn, MI
NLC Partner: Bitwise Industries
Problem: Dearborn’s legacy systems, including a voice-only call center, to provide public information and services are underused by its young and multilingual population. Disconnects between residents and government could weaken engagement with and confidence in public institutions.
Solution: Bitwise Industries has built an artificial intelligence-powered SMS texting system customized to answer inquiries and send links to resources about Dearborn city services. The system works in the languages most commonly spoken in Dearborn and has been refined through community user testing.
Outcome: Anticipated benefits of public implementation include more equitable access to city services; improvement in resident satisfaction and approval; more quality information for the city about which services and what information are most important to residents; and improved efficiency in service provision and communications. The development process helped the city identify and prepare for necessary additions to information published online about city services.