City of Miami Beach, FL

The City of Miami Beach is a South Florida island city with a population of over 80,000. The city is forward thinking and always looking for ways to modernize and provide better citizen services. With white, sandy beaches, turquoise waters and an over-the-top cultural scene, Miami Beach attracts millions of visitors to its world-famous shores each year and has a population of over 80,000 residents who live on the island.

The IT Department’s purpose is to deliver technology initiatives to enhance department’s communication with our residents, increase the availability of city services and processes that can be accessed and transacted via the internet, and fortify the resiliency of our technology infrastructure. We are dedicated to providing tools that enhance the City of Miami Beach’s ability to deliver world-class service to the City’s residents and visitors by helping the City satisfy its customers’ needs for creative and practical solutions. Their move to Amazon Connect has improved the caller experience and agent productivity by implementing automated operations reducing wait time and giving time back to the agents.

This implementation has helped the city receive much more positive feedback from its constituents. They have been able to lower wait times by more than 50%. Citizens have been very pleased with the ability to request callbacks and not have to hold on the line for an agent to become available. They have expressed their appreciation to the agents and are thankful when they are called back.