Case Study: City of Hurst, TX achieves faster service resolution and improved citizen engagement with Rock Solid Technologies

City of Hurst, TX - Customer Case Study

City of Hurst, TX faced slow, manual service request systems — phone “Mayor’s action line” and simple web forms — that delayed responses and wasted staff time. The city selected Rock Solid Technologies to build the Hurst “Where We Live” mobile app on Rock Solid’s OneView citizen engagement platform (integrated with Cityworks) to modernize citizen engagement and streamline service delivery.

Rock Solid Technologies implemented a custom, four‑phase mobile solution enabling GPS-tagged reports, photos/videos, two‑way communications, automatic staff assignment, and integrated analytics. The result: faster issue resolution, clear visibility into downloads, requests submitted/closed and average days to resolve, improved resident satisfaction and trust, and a cost of under $0.60 per interaction — demonstrably transforming Hurst’s customer service.

City of Hurst, TX

Shelly Klein

Outreach Coordinator - City Manager’s Office