Case Study: City of Lawrence, Kansas improves resident engagement and service delivery with CivicPlus SeeClickFix 311 CRM

City of Lawrence cuts request closure time to 7.1 days with CivicPlus

The City of Lawrence, Kansas faced challenges with disconnected internal systems and outdated online forms that eroded resident trust and made non-emergency request tracking inefficient. To address this, they partnered with CivicPlus to implement the SeeClickFix 311 CRM platform.

CivicPlus's solution involved relaunching the platform with refined workflows, clear departmental ownership, and robust integrations. The results were significant, including a 360-degree communication system with residents, a 0.5-day average response time, a 49% increase in request volume, and an average closure time of 7.1 days, greatly improving operational efficiency and community trust.

City of Lawrence, Kansas