Case Study: City of Longview achieves 90% lower 311 transaction costs with Rock Solid Technologies' digital 311 platform

Longview, TX Creates a Digital 311 Citizen Service Platform

The City of Longview, TX, needed a more affordable way to provide 311-style services after a consultant found a traditional, agent-staffed call center would be too costly. The City engaged Rock Solid Technologies to deploy a low-cost digital 311 solution using Rock Solid Technologies’ OneView real-time civic engagement platform, opting for a branded mobile and web app that would integrate with Cityworks, reduce manual data entry, and let residents submit issues via photo/video from a smartphone or the web.

Rock Solid Technologies implemented the app and Cityworks API integration so citizen reports automatically become service requests, with two-way status updates and GIS transparency. Within 12 months 15% of reports were submitted digitally, total annual requests stayed essentially flat (6,091 before vs. 6,107 after), phone-driven intake fell while 887 requests came through the Rock Solid app, per-transaction cost dropped from about $10 to under $1, and the City of Longview saved roughly $8,000; the platform has since expanded into a broader mobile city hall.

City of Longview

Justin Cure

Information Services Manager