The City of Midland, Texas, serving a diverse community, has partnered with ElevenLabs to improve its citizen support system by integrating "Jacky," a civic concierge powered by ElevenLabs Agents, which handles overflow calls and reduces missed connections by providing empathetic, multilingual assistance. This initiative addresses the city's challenge of managing over 3,000 daily calls, often hindered by traditional IVR systems that caused delays and mismatched language coverage. With ElevenLabs' advanced voice synthesis technology and a custom website widget, residents can access fast, natural assistance, thereby decreasing the need to call directly and improving response times. The deployment prioritizes privacy and security, adhering to public sector standards, and aims to reduce missed calls by 7,000 per month through efficient call routing and deflection of routine inquiries. Looking ahead, Midland plans to expand Jacky's capabilities and pilot a 24/7 instructor assistant for its Lean Six Sigma program, maintaining a privacy-first approach while enhancing service quality and inclusivity.