Smart City Tools Cut Billings Wait Times, Improve Street Cleanliness

Billings residents now reach the Montana DMV in two minutes instead of two hours after the agency rolled out the BEN AI chatbot system that processed 400,000 interactions and lowered call volume by 15 percent.

City leaders began these projects years ago to meet efficiency targets, and the results show up in ordinary activities such as renewing licenses or dropping off recyclables. The changes matter now because fuel prices and staffing shortages continue to pressure public services, making small reductions in time and cost noticeable for households that rely on city offices and collection routes each week.

Daily routines shift with connected bins and traffic sensors

IoT-enabled smart bins installed after the city spent $1.7 million have raised recycling rates by 32 percent while cutting fuel use on collection trucks by 15 percent. Drivers on central routes report fewer stops at overflowing containers because the sensors direct crews only to full units. At the same time, fiber optic upgrades funded by a $46 million TDS investment feed real-time traffic data that has eased congestion by 18 percent in core areas, shortening some commutes during peak hours.

Billings earned LEED for Cities Gold Certification in 2022 after finishing 168 energy efficiency projects that now save roughly $815,000 each year on electric bills. Those savings have helped keep rates stable even as the city prepares to add AI public safety cameras and energy-efficient street lighting expected to trim public lighting costs by another 20 percent annually.

Next steps focus on wider access

City staff continue to test how the existing smart network can support additional public tools without new large outlays. Residents can already reach BEN through the DMV website or phone line to handle basic transactions and check wait times before leaving home.