City of Kelowna transforms public service with AI and automation
The City of Kelowna, in partnership with RSM, implemented generative AI and automation strategies to enhance service delivery. This initiative, started by the Information Services department, laid the foundation for enterprise AI adoption in public sector operations. Key implementations addressed building permit processing, recreational services, and citizen information access. The project incorporated the development of a three-year IT and data governance strategy, integrating over 50 strategic initiatives. With the support of RSM, the city developed over 100 AI and automation-driven initiatives, tracked via strategic dashboards, and realized $1.4 million in potential annual savings.
- Organization
- City of Kelowna
- Industry
- Public Sector
- Location
- Canada
- Published
- May 2024
Reported outcomes
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1Building permit processing
- 2Recreational service automation
- 3Interactive citizen information bots
- Rapid growth in city population and demand for municipal services.
- Need for scalability in technology infrastructure.
- Cumbersome building permit and recreational process workflows.
- Inefficient citizen information and communication systems.
- Implemented an AI and automation strategy in partnership with RSM.
- Leveraged OpenAI-based generative AI to streamline workflows.
- Developed an internal governance structure to prioritize AI and automation projects.
- Implemented strategic dashboards for management visibility and tracking.
- Achieved $1.4 million in potential annual savings.
- Enhanced efficiency and quality of service delivery.
- Improved decision making with a robust data governance framework.
- Secured an additional $1.1 million in funding for strategic initiatives.
Architecture
The AI and automation strategy included a governance framework for prioritizing multiple use cases and applying OpenAI's GPT generative model to permit processes, recreation workflows, and interactive bots for informing citizens about services like landfill schedules and snow removal.
Implementation partners1
Sources & evidence2
The case's original source is still reachable.
- Cited source last checked Jun 12, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
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