The City of Ontario has introduced a digital assistant called Ask Ontario. A 24-hour platform available through the city's website, the innovation provides instant responses to frequently asked questions, helps users navigate departments and services, and enables residents to submit service requests online.
Ask Ontario was developed in partnership with Citibot, a provider of digital communication tools for local governments. The innovation supports over 70 languages and is optimized for both desktop and mobile devices. Users can access the assistant by clicking the chat icon on the lower right corner of the OntarioCA.gov homepage, where they can inquire about programs, events, and resources, receive direct links to appropriate departments, and complete service requests outside of traditional business hours.
The launch of Ask Ontario represents the city's ongoing efforts to modernize customer service and enhance community engagement through technology.
Image Credit: City of Ontario
What's Driving This Trend
- 24-hour Civic Assistants
- Round-the-clock digital support is reshaping municipal service delivery by making routine information, department navigation, and request intake available beyond office hours.
- Multilingual Public Access
- Language-inclusive interfaces create new potential for cities to serve diverse resident populations with fewer barriers to programs, resources, and civic participation.
- Automated Service Requests
- AI-enabled request submission connects residents directly to municipal workflows, reducing friction between issue reporting and back-office response systems.
Who This Affects Most
- Government Technology
- Public-sector software is expanding from administrative tools into resident-facing engagement platforms that modernize how local governments communicate at scale.
- Smart Cities
- Urban innovation ecosystems increasingly rely on connected digital services that blend convenience, accessibility, and real-time civic information into city infrastructure.
- Customer Experience Software
- Citizen support platforms are adapting private-sector service models for municipalities, creating opportunities for always-on, mobile-optimized public service experiences.
