Case Study: City of Longview achieves lower-cost digital resident service requests with Granicus

How Longview, TX created a successful, digital resident service request management platform

The City of Longview in East Texas wanted a more affordable way to improve resident services, but a traditional 311 call center was too costly. Working with Granicus, the city looked for a digital request management approach that could integrate with Cityworks, reduce manual data entry, and stay within budget.

Granicus implemented its 311 request management solution with a brandable mobile app and waste reminder add-ons, enabling residents to submit issues by phone or web with photos, videos, and basic details. The result was about $8,000 saved in the first year, a 15% shift of reports to digital channels, fewer phone calls and in-person visits, and no significant increase in total requests; Granicus also helped Longview expand into a broader digital city hall.

City of Longview

Justin Cure

Information Services Manager