Case Study: City of Cranbrook achieves faster service resolution and improved citizen customer service with Rock Solid Technologies

Cranbrook, BC Improves Customer Service and Generates Public Works Efficiency With Rock Solid

The City of Cranbrook partnered with Rock Solid Technologies to improve citizen customer service by adding mobile capabilities to its 311 initiative using Rock Solid’s OneView Essentials platform and a Cranbrook 311 mobile app integrated with Cityworks. Previously, residents could only call a non‑311 number, resulting in manual data entry, misrouted work orders, poor location details and limited feedback to callers.

Rock Solid Technologies implemented a real‑time mobile solution that captures photos, GPS and descriptions, automatically routes requests into Cityworks and provides two‑way status updates. The app returned over 3 hours/day to managers, made nearly 20% of requests mobile, drove a 36% improvement in requests resolved within seven days (from ~51.6% in 2018 to 70.1% in 2020), reduced citizen complaints dramatically and allowed Public Works to prioritize and allocate resources more efficiently.

City of Cranbrook

Tony Hetu

Deputy Director of Public Works