AI Citizen Relationship Management for Government Agencies
One Number. One Voice. One City. Real Work, Automated.
Your Team Is Buried. Your Citizens Are Waiting.
Long Wait Times
Citizens wait hours or days for simple answers while your team is overwhelmed with call volume.
Repetitive Work
Staff spend 60-80% of their time on routine questions, unable to focus on complex cases.
Fragmented Systems
Information scattered across phone, email, and web with no unified view of citizen interactions.
Staff Burnout
Constant repetitive work leads to high turnover and low morale across your team.
AI CRM That Combines Automation with Human Expertise
Lucidis is not a chatbot. It's an AI Citizen Relationship Management system that handles unlimited volume of personalized communications while intelligently bringing humans in for what matters most.
AI Handles High-Volume Work
Answers questions, provides status updates, guides citizens through processes—24/7 across all channels.
Humans Handle Complex Cases
Cases requiring judgment, empathy, or policy interpretation are automatically escalated to the right staff member.
Seamless Collaboration
AI and humans work together with intelligent escalations, automated routing, and task creation.
Five Integrated Systems Working as One
01
Unified Communications with Persistent Memory
Single conversation thread per citizen across phone, text, email, web, and soon AvatarAI. The AI remembers every interaction—citizens never repeat themselves.
02
Knowledge & Policy Center
Your agency's rules, procedures, and expertise power accurate, consistent answers. Centralized knowledge base with version control and audit trail.
03
Automated Processes & Workflows
Intelligent workflows combine AI automation with human collaboration—from proactive outreach to multi-step approvals.
04
System Integrations
Connect seamlessly to your existing permitting, payment, CRM, and 311 systems. No rip-and-replace required.
05
Performance & Insights
Live metrics on automation rates, escalation analysis, collaboration effectiveness, and citizen satisfaction.
All systems work together to deliver seamless citizen service.
Five-Stage Reasoning Process
Every interaction goes through a rigorous reasoning pipeline:
Understanding
Natural language processing identifies intent and context
Retrieval
Searches your knowledge base and integrated systems
Reasoning
Evaluates confidence, checks guardrails, determines next action
Response
Delivers accurate answer or escalates to human
Learning
Continuously improves from every interaction
Transparent, explainable, and auditable at every step.
CORE DIFFERENTIATOR
Human/AI Collaboration
Intelligent escalation ensures the right work goes to the right people at the right time.
Automated Message Escalations
  • Full conversation history
  • Extracted key information
  • Suggested next actions
  • Priority indicators
  • One-click responses
Automated AI Routing
  • Department-based routing
  • Skill-based assignment
  • Availability distribution
  • Priority-based escalation
  • Cross-channel routing
Automated Task Creation
  • Creates tasks automatically
  • Includes full context
  • Sets policy-based deadlines
  • Tracks completion
  • Closes loop with citizens
Persistent Memory Across All Channels
The AI remembers every interaction—citizens never repeat themselves.
  • One conversation thread per citizen
  • Memory persists across all channels
  • Context maintained over time
  • Preference learning
  • Complete relationship view
Example:
Monday 9am: Citizen calls about permit status
Monday 2pm: Same citizen texts follow-up question
Tuesday 10am: Citizen emails additional documents
Lucidis maintains full context across all three interactions. No need to re-explain or start over.
Unified Experience Across All Touchpoints
Voice/Phone - Available Now
Citizens call one number and get immediate answers 24/7.
SMS/Text - Available Now
Text your city like texting a friend. Quick answers with full context.
Email - Available Now
Intelligent email handling with conversation history maintained.
Web Chat - Available Now
Embedded chat widget on your website for instant help.
Blue Text Messaging - Add-On
Enhanced messaging for iPhone users with read receipts and rich media.
AvatarAI - Coming Soon
Face-to-face digital service with lifelike streaming avatars.
All channels maintain one unified conversation with persistent memory.
Service That Scales Without Losing the Personal Touch
24/7 Availability
No more office hours, no hold times, no confusing phone trees. Citizens get help whenever they need it.
Never Repeat Yourself
The AI remembers every interaction across all channels. Citizens pick up right where they left off.
Faster Resolutions
Routine requests handled instantly. Complex cases get to the right expert faster with full context.
Channel Choice
Use your preferred method—phone, text, email, web, or soon face-to-face through AvatarAI.
Built for Every Department
Lucidis adapts to the specific workflows and requirements of each government department.
311 & Citizen Services
75% automation rate
60% reduction in wait times
Parks & Recreation
80% of inquiries automated
50% reduction in phone volume
Public Safety (Non-Emergency)
65% reduction in non-emergency calls
Faster emergency response
Permitting & Licensing
80% automation for status checks
40% reduction in office visits
Utilities & Public Works
70% of routine requests automated
Proactive outage communication
Planning & Zoning
60% fewer basic zoning calls
Improved applicant satisfaction
Finance & Revenue
85% of payment inquiries automated
Improved collection rates
Human Services
24/7 multilingual support
50% faster application processing
Measurable Results You Can Track
60-80%
Routine requests handled automatically
70-90%
Faster response times
40-60%
Reduction in time to resolution
24/7
Availability with zero hold times
Real-time dashboards track:
  • Automation rates by channel and department
  • Escalation analysis and accuracy
  • Collaboration effectiveness
  • Citizen satisfaction scores
  • Staff workload distribution
  • Knowledge gap identification
Secure, Compliant, and Accountable by Design
Built specifically for government security and compliance requirements.
TRAIGA & SOC 2 Type II
Electronic auditability and risk controls.
Enterprise-Ready Governance
Operations and data handling you can trust.
Full Role-Based Access
Encryption in transit and at rest. Multi-factor authentication.
Self-Service Admin
Manage controls, workflows, and footprints. Complete audit trails.
Decision Transparency
Every AI decision is logged and explainable. FOIA-ready export capabilities.
Privacy & Data Protection
PII identification and protection. Your agency controls retention.
Connect to Your Existing Systems
No rip-and-replace required. Lucidis integrates seamlessly with your current technology stack.
Permitting & Licensing
Accela, CityGrows, OpenGov
Payments & Finance
Invoice Cloud, PayIt, GovPayNow
CRM & 311
Salesforce, Microsoft Dynamics, SeeClickFix
GIS & Mapping
Esri ArcGIS, Google Maps, Mapbox
Custom Integrations
WhitegloveAI builds custom API connections for your unique systems.
Pre-built integrations + Custom development = Complete citizen view
Available on TXShare Cooperative Contract
TXShare Contract 2025-018 Artificial Intelligence (AI) Solutions
Lucidis is available through TXShare, streamlining procurement for government agencies across Texas and beyond.
Benefits:
  • Pre-negotiated competitive pricing
  • Simplified procurement process
  • No RFP required
  • Compliant with purchasing regulations
  • Available to eligible government entities nationwide
Additional Options:
  • Direct purchase
  • State and local cooperative contracts
  • GSA Schedule (pending)
Learn more: txshare.org/available-contracts/artificial-intelligence-ai-solutions/lucidis
Why Lucidis Stands Apart
Lucidis is the only AI CRM built specifically for government with cooperative purchasing available.
Mid-Size City Transforms 311 Operations
Challenge:
City of 75,000 residents overwhelmed with 311 calls. Average wait time of 18 minutes. Staff spending 80% of time on repetitive questions.
Solution:
Implemented Lucidis across phone, text, and email channels. Built knowledge base covering 200+ common inquiries.
Results:
  • 75% automation rate for routine inquiries
  • 60% reduction in average wait time (18 min to 7 min)
  • 50% reduction in call volume to human agents
  • 90% citizen satisfaction score
  • Staff now focus on complex cases requiring judgment
Timeline: Live in 5 weeks
"Lucidis transformed how we serve our citizens. Our staff are happier, our citizens are happier, and we're handling more requests with the same team." — 311 Director
County Permitting Department Accelerates Approvals
Challenge:
County permitting department receiving 500+ status check calls per week. Applicants frustrated by lack of visibility. Staff overwhelmed.
Solution:
Lucidis integrated with Accela permitting system. AI provides instant status updates, requirement guidance, and inspection scheduling.
Results:
  • 80% automation rate for status checks
  • 70% reduction in phone calls to staff
  • 40% reduction in office visits
  • 30% faster average approval time
  • Proactive notifications reduce follow-up calls
Timeline: Live in 6 weeks
"Applicants love the instant status updates. Our staff love focusing on actual permit reviews instead of answering 'where's my permit?' all day." — Permitting Director
Small Municipality Delivers 24/7 Multilingual Support
Challenge:
Town of 15,000 with limited staff and growing Spanish-speaking population. No after-hours support. Language barriers creating service gaps.
Solution:
Lucidis deployed with English and Spanish language support across phone, text, and email. AI trained on bilingual knowledge base.
Results:
  • 24/7 availability in both languages
  • 65% automation rate across all inquiries
  • 85% of Spanish-speaking residents now use text channel
  • 95% satisfaction score from Spanish-speaking residents
  • Zero additional staff required
Timeline: Live in 4 weeks
"We're a small town with a small budget. Lucidis lets us deliver big-city service without big-city costs. The multilingual support has been transformative." — Town Manager
Transparent Pricing & Proven ROI
Typical Investment: $2,500 - $15,000/month
Based on agency size, channels, and volume
What's Included:
  • All channels (phone, text, email, web)
  • Unlimited interactions
  • Platform access and updates
  • Integration support
  • Analytics & reporting
  • Technical support
Typical ROI (First Year):
  • Staff time saved: $150,000 - $300,000
  • Reduced overtime: $25,000 - $75,000
  • Improved collection rates: $50,000 - $150,000
  • Reduced office visits: $10,000 - $30,000
Total ROI: 5-10x within first year
Phased Approach: Start with one department or channel, expand as you see results. Spread investment over time.
WhitegloveAI Managed Services
WhitegloveAI offers comprehensive managed services for agencies seeking hands-on expert assistance.
Implementation Specialists
Configure your AI CRM, build your knowledge base, and launch in 4-6 weeks.
AI Training Experts
Continuously refine AI performance based on real conversations and fill knowledge gaps.
Performance Analysts
Monitor metrics, provide regular reviews, and recommend optimizations.
Technical Support
Priority troubleshooting, integration management, and emergency support.
Strategic Advisors
Expand channels, guide change management, and maximize ROI.
Ready to Transform Citizen Service?
Your Path Forward:
Schedule a Demo
See Lucidis in action with scenarios specific to your agency
Agency Assessment
Analyze your current operations and identify opportunities
Custom Proposal
Receive tailored implementation plan and ROI projection
Launch in 4-6 Weeks
Go live and start seeing results
Request your demo:
Email: sales@whitegloveai.com
Web: lucidis.ai
Procurement: TXShare Contract 2025-018
txshare.org/available-contracts/artificial-intelligence-ai-solutions/lucidis
One Number. One Voice. One City. Real Work, Automated.
Thank You
lucidis.ai
TXShare Contract 2025-018
txshare.org/available-contracts/artificial-intelligence-ai-solutions/lucidis
BACKUP SLIDE A
Detailed Implementation Timeline
1
Phase 1: Discovery (Week 1)
  • Kickoff meeting with key stakeholders
  • Document current workflows and pain points
  • Identify integration requirements
  • Define success metrics
2
Phase 2: Configuration (Week 2)
  • Set up channels and phone numbers
  • Configure escalation rules
  • Establish routing logic
  • Connect integrations
3
Phase 3: Knowledge Building (Week 2-3)
  • Import existing FAQs and documentation
  • Structure knowledge base
  • Define guardrails and policies
  • Create response templates
4
Phase 4: Testing (Week 3-4)
  • Internal testing with staff
  • Scenario-based validation
  • Staff training on escalation handling
  • Refinement based on feedback
5
Phase 5: Soft Launch (Week 4-5)
  • Launch with limited scope
  • Monitor performance closely
  • Gather citizen and staff feedback
  • Make adjustments
6
Phase 6: Full Launch (Week 5-6)
  • Expand to all channels and departments
  • Monitor metrics daily
  • Continuous optimization begins
  • Regular performance reviews
BACKUP SLIDE B
Frequently Asked Questions
Q: How long does implementation take?
A: Typically 4-6 weeks from contract signing to full launch. Phased approach allows for earlier soft launch.
Q: What if citizens prefer to speak to a human?
A: Citizens can request human contact at any time. The AI also automatically escalates when it encounters situations outside its guardrails.
Q: How do you ensure data security?
A: SOC 2 Type II compliance, encryption in transit and at rest, role-based access controls, and full audit trails.
Q: What happens if the AI doesn't know the answer?
A: The AI evaluates its confidence and automatically escalates to staff when uncertain—it never guesses.
Q: Can we integrate with our existing systems?
A: Yes. Pre-built integrations for common platforms, plus custom API connections for unique systems.
Q: What's included in the base subscription?
A: All channels, unlimited interactions, platform access, integrations, analytics, and technical support.
Q: Is managed services required?
A: No. Managed services are optional for agencies that want hands-on expert assistance.
Q: When will AvatarAI be available?
A: Coming soon. Contact us to be notified when it launches and discuss early access.