City of Amarillo​

CUSTOMER STORIES Delivering accessibility through GenAI

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Customer - City of Amarillo​

Industry - State & Local Government

Location - United States

Vision

24% of Amarillo's residents do not speak English leaving a language gap which needed to be bridged. Dell Professional Services consulted Assistant City Manager and CIO Rich Gagnon and his team on the creation of a GenAI digital assistant with the ability to communicate in multiple languages.

Solution

Residents can access city services through Emma, the GenAI digital assistant that lives on the city’s website, offering real-time multilingual support. With Dell’s advanced frameworks, Emma enables Amarillo to amplify citizen feedback, summarize public interactions daily to help city directors address gaps and improve operations.

Impact

Emma is evolving into a citywide ambassador for all residents, regardless of their native language—appearing in libraries, airports and kiosks—while supporting important public health, education and resident engagement initiatives.

"We're not afraid of the future. We're embracing this wholeheartedly."

Rich Gagnon, Assistant City Manager and Chief Information Officer, City of Amarillo
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City of Amarillo
City of Amarillo

Business Results

Bridges the language gap for 24% of the city’s residents who do not speak English.
Handles 280 citizen inquiries daily, maintaining a 98% approval rating.
Builds trust by reducing inefficiencies and ensuring up-to-date service delivery.
Allows staff to focus on higher-value projects, with projected savings of $1.8 million annually.
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Generative AI brings innovation and engagement together

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Delivering accessibility through Generative AI

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