The City of Hamilton in Ontario, Canada, faced significant challenges in adapting its service delivery model amidst the COVID-19 pandemic. With a diverse population of over 500,000 residents, ensuring consistent and accessible services across various channels became imperative. Leveraging Verint's comprehensive solution, the city implemented case and knowledge management tools to facilitate engagement across multiple channels, enhancing opportunities for self-service. This enabled residents to access information and services efficiently, whether through phone, web, or email. By swiftly adapting to the changing environment and prioritizing resident needs, the City of Hamilton demonstrated resilience and responsiveness, ultimately fostering a stronger sense of community amidst challenging times.