Case Study: City of Elizabeth, NJ achieves faster response times and major operational efficiency with GovPilot

City of Elizabeth, NJ - Customer Case Study

City of Elizabeth, NJ, one of New Jersey’s most densely populated cities, struggled with a paper-based code enforcement process that led to misplaced documents and heavy phone and in-person traffic—officials spent about 30% of their day fielding resident status inquiries. To modernize intake and case management, the city adopted GovPilot’s Code Enforcement module.

Using GovPilot, residents now submit issues via the city’s Report a Concern form or the GovAlert mobile app; cases are routed automatically, tracked in GovPilot’s cloud, and complainants receive automated status updates. The City of Elizabeth, NJ eliminated walk-ins and phone-based requests, cut phone time by 82% (from 8.5 to 1.5 minutes), saved roughly 2 employee hours per day, and reduced time spent communicating with requestors/departments by 66% (from 30% to 10%).

City of Elizabeth, NJ

Darren Bryden

Chief Information Officer