Case Study: Detroit achieves 97% resolution of citizen requests with CivicPlus SeeClickFix

Detroit, MI Fixes 97% of Citizen Requests with SeeClickFix

Detroit needed a better way to manage resident-reported issues like broken streetlights and illegal dumping while building trust and keeping response times fast. CivicPlus, through its SeeClickFix 311 CRM product, helped power the city’s Improve Detroit program, giving residents a mobile and web app to submit requests and track city action.

With CivicPlus and SeeClickFix, Detroit implemented a collaborative process for routing, reviewing, and resolving requests across departments. The result was significant: the city resolved 97% of nearly 190,000 submissions, residents typically received same-day acknowledgments, and Detroit expanded available services from 16 to 29.

Detroit