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Hurst, TX Turns Customer Chaos into Streamlined Communications

Hurst, TX, USA
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Rock Solid
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Cost

Initial:
10 Thousand USD
Maintenance:
6 USD

Project Status

Operational since 2015

Keywords

engagement
mobile app
workflow
customer experience

Challenges Addressed

Citizen Engagement
Civic Technology
Essential Services
Cybersecurity & Communications
Customer Service
Digital Government
Asset Management
Process Improvement

Motivation

Sustainable city

Funding / Financing

General Fund/Existing Public Funds

Project Type

Technology
Service

At a Glance

Like many mid-sized government municipalities, Hurst, TX understood the value of building a connection with their customers. Hurst worked with Rock Solid to develop a mobile platform that would streamline communication, improve efficiencies, and integrate service requests with their Cityworks system.

Problem Addressed

Hurst recognized that their out-dated in-person and ‘pen and paper’ processes were leading to customer dissatisfaction and inefficiency. For example, there were two methods of submitting a service request to the city. The first was called the "Mayor's action line.” Residents called a specific phone number then left a message. That message was then transcribed onto a form and sent to the department in charge. The department was responsible for sending a truck to verify the information, update the request and send it back. It was a long and cumbersome hassle, essentially a snail mail version of delivery for services. The second method involved using an online form, the only difference between the first and the second method was that there was no need for transcription. The city knew that both methods were highly inadequate, and required a lot of resources that could have otherwise been utilized for other priorities.

The city of Hurst, TX used/is using an enterprise mobile app platform, built for governments who want to improve internal and external communication to address this/these challenge(s).

Solution(s) Used

To help overcome slow response times when service requests are submitted and improve their resident experience when interacting with the city, Hurst, TX worked with Rock Solid to develop a mobile app for residents that was custom built to their needs. The app was free for residents to use on their smartphones which meant the city could respond with bi-directional communication and also send out mass notifications as needed. In addition, the app included lots of features to improve how the city responded to residents including geographical boundaries and custom mapping, routing and workflows with escalation rules, and links to other digital services such as events, ticket payments, adoptable pets, utility billing, trash & recycling information, interactive parks, and more.

Outcomes

  1. Increased engagement by 22% with a new centralized app
  2. Reduced the amount of time it took to complete requests by 70%
  3. Improved visibility into citizen data and interactions
  4. Increased speed of delivering services to customers
  5. Improved the experiences of customers

Something Unique

Hurst integrates their service request data into Cityworks through an out-of-the-box integration. We offer the most robust integration capabilities in the industry with over 75+ systems. The bi-directional communication allows city staff to communicate with customers in real-time from Cityworks to the mobile app.

Who Should Consider?

Any government no matter the size can benefit from a mobile app that connects residents, staff, businesses, and visitor in a single system.

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