Case Study: Bozeman achieves faster, more transparent public request handling with Comcate

Bozeman, MT NEW 311/CRM Interface Expedites Public Requests

Bozeman, Montana needed a better way to manage citizen requests and public comments so inquiries wouldn’t be missed or delayed. The city had been relying on email forwarding and phone transcriptions, which made it hard to route requests to the right departments and follow up consistently. Bozeman selected Comcate’s 311/CRM software to replace that manual process.

Comcate implemented a fast, clearly scheduled deployment with close support from an implementation manager who worked like part of Bozeman’s team. The solution added a public FAQ tool, communications features, community engagement tools, and GIS mapping to improve transparency and visualize requests. Bozeman reported strong soft-launch adoption and plans to fully retire the old process once migration is complete, marking a measurable shift toward more efficient and visible service delivery.

Bozeman

Mike Maas

City Clerk