In Windsor, residents seeking information on speeding tickets and other provincial offenses will soon have their queries handled by chatbots starting next year. The city administration has greenlit a six-month trial initiative that will connect callers to a voice-activated AI chatbot capable of addressing common inquiries around the clock at the Provincial Offences Administration (POA) office.
This program is positioned as a cost-effective measure by city officials to diminish call volumes for frontline staff, thereby allowing more time for valuable tasks and improving service accessibility. It reflects a broader trend as municipalities across Canada embrace AI solutions to streamline operations and cut costs, amid concerns from unions about potential job losses and data security risks.
During the pilot phase, there will be no immediate staff reductions, as confirmed in a report from city administrators. However, the project will undergo an assessment for cost savings and enhancements upon completion, potentially leading to the introduction of new staffing models and structures.
The city’s analysis reveals that the chatbot will handle approximately 30% of tasks currently performed by five clerks, equivalent to 1.4 full-time positions. The pilot aims to free up 0.7 full-time positions at an annual cost of $57,600, with the city anticipating a return on investment through increased efficiency within 10 months.
Despite inquiries, the city declined interviews on the program, responding solely to written questions. A city spokesperson emphasized that the pilot focuses on improving service efficiency and exploring innovative ways to support staff in delivering top-notch municipal services.
Notably, concerns have been voiced by CUPE 543, representing city employees in administrative roles, regarding the potential impact of AI on jobs. The union is closely monitoring the city’s AI implementation, especially amid discussions of using chatbots in place of the existing 311 services.
Windsor’s move towards AI aligns with a broader trend seen in other cities like Kitchener and Kelowna, which have already adopted AI tools for various purposes. Municipalities are increasingly experimenting with AI technologies to achieve more with limited resources, as highlighted by a recent MNP study reporting that 23% of surveyed municipal organizations actively use AI.
While AI offers benefits like predictive maintenance tools for public services, such as Saskatoon’s work with Preteckt on transit maintenance, challenges have also emerged. For instance, a chatbot utilized by the Canada Revenue Agency faced criticism for inaccuracies in responding to tax-related queries, raising concerns about the reliability of AI-driven systems.
The city of Windsor disclosed plans to explore various AI initiatives, including AI-powered chatbots, Microsoft Copilot for productivity support, and data-driven tools for operational enhancements. A draft AI policy is set for council approval next year, with current operations guided by Ontario’s government directive and existing city policies.
As discussions on AI policy continue, the city aims to enhance service delivery, operational efficiency, and citizen engagement in line with its core values. However, concerns remain among union representatives like Angela Sbrocca, who fear a future where chatbots replace human roles, echoing apprehensions expressed by residents contacting 311 services regarding potential job outsourcing.