Amid a surge in demand for services during the pandemic, NOLA-311 - New Orleans’ primary source of local government information and non-emergency services - needed a way to provide equitable access to information and reduce pressure on emergency and non-emergency services lines. Orleans Parish Communication District (OPCD) partnered with Citibot and implemented Citibot text and web chat, helping streamline communications by allowing residents, visitors, and businesses to ask questions, make service requests, search for information and receive an immediate response.