Case Study: City of Denton improves resident service requests with Granicus

How Denton, TX Provides Residents User-Friendly Service Request Solutions

The City of Denton struggled with an outdated service request system that left residents frustrated when reporting issues like potholes, sidewalk repairs, and road debris. Calls to the city’s main line were hard to navigate, and staff were overwhelmed by complaints, so the city turned to Granicus and its govService OneView Enterprise Solution to improve citizen service.

Granicus implemented OneView with Service Request Management, SMS Messaging, Waste Reminders, and a branded mobile app called Engage Denton, creating a central place for residents to submit and track requests. The result was a modern, user-friendly service channel with strong and growing adoption, helping Denton address issues faster, improve communication, and share data more strategically across city staff and elected officials.

City of Denton

Stuart Birdseye

Deputy Director of Customer Service and Public Affairs