Case Study: City of Erie, PA improves 311 request tracking and response times with CityGrows

City of Erie cuts 311 completion time to under one day with CityGrows

The City of Erie, PA faced a challenge in managing its 311-type constituent requests through a manual process that relied on spreadsheets, emails, and phone calls. This inefficient system made it difficult to track, route, and respond to resident and business needs, leading to frustration among staff. The city implemented a workflow from CityGrows to bring this process online.

By using CityGrows to create a centralized web application for all requests, the City of Erie eliminated data silos and automated communications. The solution resulted in hundreds of monthly submissions being processed with an average completion time of less than one day, dramatically increasing the city's responsiveness. CityGrows provided a transparent, trackable system that improved staff productivity and collaboration across all departments.

City of Erie, PA