Case Study: Town of Gilbert achieves 3,169 hours saved and paperless, streamlined services with GovOS

Town of Gilbert - Customer Case Study

The Town of Gilbert’s Customer Service Manager, Leslie Giltner, won the "Service is Beautiful" award after tackling inefficient, paper-based processes that were time-consuming, error-prone, and generated frequent calls and complaints. Gilbert wanted to improve resident experience and free staff time by moving routine forms online.

Using SeamlessGov with self-service implementation and SeamlessUniversity training, Gilbert converted 27 forms, processed 12,677 submissions, and saved about 15 minutes per form—roughly 3,169 staff hours overall. The Auto‑Pay utility form alone reduced complaints and recouped the investment within months, while conditional show/hide fields made forms cleaner and easier for residents to complete.

Town of Gilbert

Leslie Giltner

Customer Service Manager