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Government agencies at every level — federal, state, municipal, and tribal — struggle with the same problem: citizens have opinions about public services and policies, but the channels for capturing that input are broken. Town halls reach a fraction of the population, web forms see abandonment rates above 70%, and email inboxes produce unstructured text that no one has time to categorize. This AI agent provides a direct, conversational channel between government agencies and the people they serve. Originally deployed for real-time policy feedback on time-sensitive government initiatives, the agent guides residents through a structured conversation that captures what they think, why they think it, and which department or program their feedback applies to. The result is a continuous stream of categorized, actionable resident input that agency leadership can use to shape policy decisions, improve service delivery, and demonstrate genuine responsiveness to public concerns.
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An AI agent for citizen feedback delivers measurable improvements across the three metrics that matter most to government administrators: participation rates, operational efficiency, and resident trust.
Public hearings typically draw less than 1% of a municipality's population, and those who attend tend to be unrepresentative of the broader community. Web-based feedback forms improve reach but suffer from high abandonment — government forms see completion rates as low as 30% for multi-field submissions. Conversational AI agents change this equation fundamentally. By presenting one question at a time in a guided dialogue, the agent reduces cognitive load and keeps residents engaged through completion. Agencies deploying conversational feedback channels typically see 2-3x increases in completed submissions compared to web forms. For a city receiving 500 feedback submissions per quarter, that means 1,000-1,500 voices captured with no additional outreach cost. More importantly, the lower friction attracts residents who would never attend a public meeting or fill out a government form, producing a more representative sample of community sentiment.
In most government agencies, citizen feedback arrives through four or five channels — email, web forms, phone calls, social media, and in-person comments. Staff must manually read each submission, determine which department it concerns, forward it appropriately, and track whether it was addressed. For agencies handling hundreds of submissions monthly, this triage process consumes 40-60 staff hours per month. The AI agent eliminates manual triage entirely by categorizing and routing feedback at the point of collection. The State of Indiana's INBiz program saved over $500,000 after deploying Tars for citizen-facing services, with reduced manual processing of citizen inquiries and feedback accounting for a significant share of those savings. Staff hours previously spent sorting feedback can be redirected to actually resolving the issues residents raise.
Public trust in government institutions has declined steadily for decades, and one consistent driver is the perception that officials do not listen to constituent concerns. Deploying a visible, accessible feedback channel sends a signal that the agency values resident input — but only if that channel actually works. When residents submit feedback and receive confirmation, when they see that their input reaches the right department, and when they observe improvements aligned with community priorities, trust improves. The Missouri Secretary of State's office automated over 200,000 customer service conversations with Tars, demonstrating at scale that AI-powered citizen engagement channels can maintain responsiveness even at high volume. Agencies that deploy structured feedback systems and publicize the resulting actions report measurable improvements in annual resident satisfaction surveys conducted by organizations like the National Research Center.
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features
Every capability addresses a specific gap in how agencies gather, organize, and respond to citizen feedback today.
Government agencies often need rapid public input on time-sensitive matters — a proposed zoning change, a new traffic policy, a budget reallocation, or an emergency response plan. Traditional comment periods run weeks or months, and public hearings capture input from a self-selecting minority. This AI agent enables real-time feedback collection on specific policies or initiatives, deployable within hours of an announcement. Agency staff define the policy context, key questions, and feedback categories, and the agent begins collecting structured resident opinions immediately. During the original deployment for a major urban policy initiative, the agent captured thousands of structured opinions in the first 48 hours — volume that would be impossible through traditional public comment channels.
The U.S. Census Bureau reports that 22% of residents speak a language other than English at home, and for many municipalities that figure exceeds 40%. Government agencies have a legal and ethical obligation to ensure equitable access to public input channels. This agent supports multilingual deployment with parallel conversation flows in English, Spanish, and other languages relevant to your community. Residents select their preferred language at the start and complete the entire feedback process in that language. All submissions are normalized into a single structured dataset regardless of source language, so agency staff can analyze feedback holistically without translation bottlenecks. For agencies subject to Executive Order 13166 on Limited English Proficiency, this capability directly supports compliance.
Not all feedback is the same, and not all residents are comfortable attaching their name to their opinions. A resident reporting a safety concern in public housing may need anonymity. A business owner commenting on a permitting change may want follow-up. This agent supports both modes: residents can choose to submit feedback anonymously or provide contact information for a response. Agency administrators configure which feedback categories allow anonymous submissions and which require identification. The flexibility directly impacts participation volume. Internal government surveys consistently show that anonymous feedback channels capture 40-60% more responses than identified-only channels, particularly on sensitive topics like public safety, code enforcement, and personnel complaints.
Individual feedback submissions resolve specific issues. Aggregated feedback data drives strategic decisions. The agent captures every interaction in a structured format that enables longitudinal analysis: feedback volume by department, sentiment shifts over time, geographic clustering of concerns, and resolution rate tracking. Agency leadership can generate reports showing that transportation complaints increased 30% after a road closure, or that satisfaction with the parks department improved following a staffing increase. This data transforms feedback from anecdotal input into a quantitative decision-making tool. For agency heads presenting to city councils, county boards, or state legislatures, structured feedback analytics provide the evidence base that budget requests and policy proposals require.
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The agent guides residents through a focused conversation that produces categorized feedback government teams can analyze, route, and act on without manual processing.
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FAQs
Standard government feedback forms present all fields at once, offer no guidance, and produce unstructured text that staff must manually categorize. Abandonment rates on complex government forms reach 70%. A conversational AI agent presents one question at a time, adapts follow-up questions based on earlier answers, and produces pre-categorized, structured data that routes automatically to the correct department. Agencies typically see 2-3x more completed submissions and significantly cleaner data output, reducing both the effort required from citizens and the processing burden on staff.
Yes. The agent can be configured to collect structured feedback on specific policies, proposed legislation, budget decisions, or community initiatives. Agency staff define the policy context and key questions, and the agent begins collecting categorized opinions immediately. This is particularly valuable for time-sensitive matters like emergency ordinances, zoning changes, or budget proposals where traditional 30-60 day public comment periods are too slow. The agent captures structured positions on specific provisions rather than open-ended comments, producing data that directly informs policy decisions.
The agent routes categorized feedback through multiple channels: email notifications with structured data, webhooks to your existing CRM or case management platform, and direct integrations with government-specific systems like Tyler Technologies, CivicPlus, and OpenGov. It also connects with general-purpose platforms via Zapier, including Airtable, Google Sheets, and Slack for internal notification workflows. Each feedback submission arrives pre-categorized with topic, sentiment, and routing tags, so your existing system receives clean data without custom development.
Tars is SOC 2 Type 2 compliant, ISO certified, and GDPR compliant. All citizen data is encrypted in transit and at rest. Agency administrators can configure data retention policies to align with state public records retention schedules, establish role-based access controls limiting who can view sensitive submissions, and maintain complete audit logs of every interaction. For agencies subject to open records requests, the structured data format simplifies compliance. For municipalities with specific accessibility requirements under Section 508, the conversational format provides an inherently accessible interaction model.
Most government agencies can have the feedback agent live on their website within days, not months. The conversational flow comes pre-configured with common feedback categories for government services and can be customized through a no-code interface to match your specific departments, programs, and policy areas. No IT development resources are required for initial deployment. Tars provides onboarding support to help agency staff map their organizational structure into the agent, configure department routing rules, and set up integrations with existing systems. Agencies that need custom integrations with specific government platforms can expect a slightly longer implementation timeline, typically 2-4 weeks.
Yes. Unlike phone lines and in-person comment stations, the AI agent handles unlimited concurrent conversations. During a contentious policy announcement or community event, hundreds of residents can submit feedback simultaneously without queue times, dropped interactions, or overwhelmed staff. The agent maintains the same structured conversation quality at high volume. The Missouri Secretary of State's office processed over 200,000 conversations through Tars, demonstrating the platform's ability to handle sustained high-volume citizen engagement without degradation.
The State of Indiana's INBiz program saved over $500,000 and reduced inbound calls by more than 4,000 per month after deploying Tars for citizen-facing services. The Missouri Secretary of State automated over 200,000 customer service conversations. Workforce Solutions of Central Texas fully automated their L1 citizen support online. Across all deployments, Tars maintains a 4.7/5 rating on G2 and serves over 800 global brands. The AI in Government market is projected to reach $109 billion by 2035, and Gartner predicts 80% of governments will deploy AI agents for routine citizen interactions by 2028.
Yes. The agent provides immediate confirmation when a resident completes a feedback submission, including a summary of what was captured and information about expected next steps. For agencies that want to close the feedback loop further, the agent can provide a reference number tied to the submission in the agency's case management system, allowing residents to check status. Closing the loop on citizen feedback is one of the most effective strategies for building ongoing engagement — residents who see that their input leads to action are significantly more likely to participate in future feedback opportunities.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
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