Denver seeks $3.89 million increase for city chatbot contract
The proposed amendment would bring the Citibot agreement to $4.34 million and extend it through 2031. City Council is scheduled to consider it Sept. 29.
Denver is proposing to add $3,889,784.94 to its contract with Citibot for the artificial-intelligence chatbot on Denvergov.org, bringing the total contract amount to $4,339,784.94 and extending the term through Oct. 1, 2031. The Denver City Council is scheduled to consider the proposal Sept. 29; it has not received final approval.
The proposal cleared committee by consent on Sept. 22, according to Legistar’s matter page. The Mayor-Council agenda lists it for consideration by the council.
The Technology Services request describes the amendment as funding continued citywide support, including vendor monitoring and help resolving issues. The current term runs from Oct. 1, 2023, through Oct. 1, 2026; the proposed first amendment would add five years.
Technology Services projects that digital channels will handle 40% of the city’s 311 customer-service transactions in 2026. The department says the extended arrangement could also enable a voicebot for simpler calls if funding becomes available; the request does not make the voicebot a guaranteed deliverable.
The department estimates the chatbot could save $2 million a year, based on an estimated $2 saved per interaction across 1 million annual interactions. That figure is a projection, not documented savings already achieved. The request identifies Technology Services Operational Funds as the funding source and says Citibot was not selected through a competitive process, citing “Professional Preference.”