Title
Citibot Chatbot and IVR Solution
History
The DoIT department has been reviewing systems to increase engagement and provide better and quicker services for residents. Citibot provides an opportunity to enhance our resident service experience through a unified AI driven communication platform. Citibot is the recommended solution for an AI chatbot as it provides a unique solution including a multilingual web based chatbot paired with an AI enabled Interactive Voice Response (IVR) system, both capable of integrating directly with Tyler 311. This integration allows residents to open and track service requests seamlessly through their preferred channel-web chat or phone-while receiving immediate answers to common questions.
Implementing this technology positions the Village to meet modern expectations for accessible, 24/7 digital service and supports our broader goal of “stepping into the 21st century” with tools that reduce friction and improve responsiveness.Other AI enabled chatbots do not have the same features and are not comparable solutions, therefore we are requesting a sole source exemption due to the unique features offered.
The AI and Information Technology Board reviewed the system and unanimously recommended moving forward with Citibot.
Financial Impact
This is budgeted in the IT budget under AI technology and is a three year contract for $45,500 for 2026, which includes implementation costs, $31,000 for fiscal year 2027 and $32,000 for fiscal year 2028.
Recommended Action/Motion
I move to approve the execution of a sole source vendor agreement between the Village of Orland Park and Citibot for the licensing of an AI chatbot with IVR solutions for a term of three (3) years for $43,500.00 for year 1; $31,000.00 for year 2; $32,000.00 for year 3, for a total cost of $106,500.00 with the option to extend for 2 additional years at a cost of $33,000.00 for optional year 1, and $34,000.00 for optional year 2, for a total cost of $67,000, for an overall not-to-exceed amount of $173,500.
AND
Authorize the Village Manager to execute all related agreements, subject to Village Attorney review.