The City of Winnipeg is embarking on a groundbreaking initiative to enhance customer service through the strategic use of artificial intelligence (AI). Mayor Scott Gillingham announced today that six innovative pilot projects are set to revolutionize how citizens interact with municipal services.

The six pilot projects include:

1. Automated Chat Agent for 311 Inquiries: Citizens seeking information or assistance through the 311 service will soon have access to an intelligent chatbot. This automated agent will provide quick and accurate responses, streamlining inquiries related to city services, permits, and more.
2. Automated Voice Agent for Winnipeg Police Service Non-Emergency Calls: The Winnipeg Police Service will deploy an AI-powered voice agent to handle non-emergency calls. This system will efficiently direct callers to relevant information, freeing up human operators for critical tasks.
3. Automated Development Plan Evaluation Tool for Permits: Developers and homeowners applying for permits will benefit from an AI-driven evaluation tool. It will assess development plans, ensuring compliance with regulations and expediting the approval process.
4. Road Condition Monitoring via City Vehicle Cameras: Equipped with cameras, city vehicles will monitor road conditions in real-time. AI algorithms will analyze the footage, alerting maintenance crews to issues such as potholes, debris, or other issues.
5. Voice Sentiment Analysis: Audio data can be used to enable analysis and analytics with recommendations to improve contact center performance.  One area of opportunity for innovation is using this data to improve the well-being of emergency call-takers in our 911 call centres, who respond to repetitive traumatic situations and are at high risk of mental health injuries. 
6. Automation of Invoice Processing: The city’s finance department will automate invoice handling using AI. This will reduce manual data entry, minimize errors, and expedite payment processing.

Mayor Gillingham expressed enthusiasm for these initiatives during the State of the City Address earlier this year. “Our Public Service rose to the challenge,” he stated. “These pilot projects have the potential to transform service delivery and empower our staff to work more efficiently.”

The projects will progress through planning, procurement, analysis, implementation, deployment, and closing phases. Flexibility remains a priority, allowing adjustments based on benefits, costs, risks, and overall effectiveness.

Tyler Gooch, Director of Innovation and Technology, emphasized the need for vigilance. “While AI isn’t flawless,” he said, “we’ll closely monitor these projects to ensure they align with our goals.”

Each pilot project will operate within a budget not exceeding $75,000, leveraging existing contracts where possible. Once completed, fully costed business cases will inform the annual budget process, ensuring sustainable and impactful AI integration.

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