The City of Tamarac has been named a 2025 CivicPlus Community Impact Award Winner for its innovative work modernizing resident engagement and service delivery. In 2024, Tamarac launched its Amazon Connect Omni-Channel Call Center, a fully integrated, AI-powered communication hub that connects seamlessly with the City’s CivicPlus Municipal Website.

This transformative system provides residents with 24/7 access to City services through voice, SMS text, web chat, and video chat—available in multiple languages and accessible from any device. Powered by Amazon Bedrock AI and Amazon Q, the platform delivers real-time, accurate information by drawing from continuously updated City resources, ensuring residents always receive current answers without waiting for office hours.

The system strengthens emergency communications by automatically delivering urgent alerts from Tamarac.gov, such as hurricane advisories, road closures, severe weather updates, and program changes. Routine updates for parks and recreation, senior programs, and special events are also delivered instantly, reducing manual work for staff.

With features such as callback requests, multilingual translation, post-call surveys, and automated resolution of common questions, the platform significantly enhances accessibility and inclusivity for the entire community. Early results show a 30–40% reduction in call wait times, with roughly one-third of inquiries resolved directly by the virtual assistant, and 100% of callers receiving emergency notifications during severe weather events.

This award recognizes Tamarac’s leadership in using smart, scalable, cloud-based technologies to deliver efficient, equitable, and responsive public services—setting a new standard for resident engagement and digital government innovation.

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