Case Study: City of Casa Grande achieves greater accountability and fewer complaints with CivicPlus 311 CRM

Promoting Public Service Positivity in Casa Grande, AZ

The City of Casa Grande set a goal of increasing positive resident interactions by 10% each year for five years, but its Public Works team was struggling with fragmented requests across spreadsheets, emails, phone calls, and outdated systems. The city needed a better way to connect residents with the right staff, track issues, and improve accountability. CivicPlus’ SeeClickFix 311 CRM solution was selected to help manage resident requests and work orders more effectively.

CivicPlus implemented its 311 CRM platform and resident-facing app so Casa Grande could crowdsource quality-of-life issues, monitor response times, and generate real-time reports. The result was fewer public complaints, stronger accountability, and more data-informed, transparent decision-making. By the following year, the city had surpassed 51,000 requests and reported that issues were less likely to fall through the cracks, with CivicPlus helping improve service delivery and public trust.

City of Casa Grande

Kevin Louis

AZ Public Works Director