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- City of Lindsay officials reported their AR system has not worked since 2017, and utility billing runs frequently hang, burdening staff with manual resets. - The city lacks a customer self-service portal, forcing residents to call or pay by phone, and maintains a room full of paper documents needing digitization. - Fixed assets are tracked on spreadsheets, with no dedicated asset management system in place, according to the finance officer. - The finance officer advocated for a new cloud-based system that includes a customer portal, document management, asset management, text messaging, and payroll integration.

- The city's fiscal committee reviewed performance showing average 311 phone wait times of 300 seconds, ten times the under-30-second goal, prompting calls for automated routing and self-service. - A formal RFP for AI chatbot services linked to customer service scripts is out and under evaluation, with a pilot expected to go live this fiscal year. - City leadership prioritized technology to reduce routine call volume, citing staffing volatility as a driver and seeking more self-service options for residents. - Commissioners requested adding 311 and FOIA request automation to the November workshop agenda for prioritization and broader…