Miami Dade County ITD unveils AI initiatives to improve service efficiency

In a recent meeting of the Miami-Dade County Government Efficiency & Transparency Ad Hoc Committee, significant strides were discussed regarding the enhancement of the county's Information Technology Department (ITD). The interim director, Carla Denise Armbrister, highlighted ongoing efforts to streamline operations and improve service delivery through technology.

One of the key topics was the ITD's initiative to create efficiencies by merging resources and modernizing systems. Assistant Director George Elazabal presented a comprehensive overview of the department's strategic alignment aimed at delivering measurable value and enhancing transparency. He emphasized the importance of ITD as the backbone of technology across the county, connecting various departments and ensuring reliable operations.

Elazabal outlined five core focus areas: reliability and security, transparency, modernization, agility, and innovation. These efforts are designed to improve customer experiences and ensure responsible stewardship of public resources. Notably, the ITD has already achieved over $4.5 million in contract savings through renegotiations, which will help mitigate costs and enhance service delivery.

The meeting also addressed the implementation of an AI-powered contact center, which aims to expedite service delivery for residents. This system allows residents to interact with an automated voice response system, reducing wait times and improving efficiency. While the feedback from residents has been positive, concerns were raised about the potential impact on staffing. Elazabal clarified that the AI system is designed to enhance service capacity rather than replace jobs, allowing staff to focus on more complex inquiries.

Additionally, the ITD is working on a trusted data platform that provides over 1,000 dashboards for various departments, enhancing transparency and accountability. The county's open data hub, which offers access to more than 5,000 datasets, has seen significant community engagement, with over 20,000 hits per month.

As Miami-Dade County continues to navigate challenges, the ITD's modernization efforts are positioned as a vital component in improving service delivery and operational efficiency. The committee's discussions reflect a commitment to leveraging technology to better serve the community and enhance the overall quality of life for residents.