Case Study: City of Denton achieves streamlined, resident-friendly service request management with Rock Solid Technologies

Provides a user-friendly experience to residents when submitting service requests

The City of Denton, TX (population 151,219) struggled with a fragmented service-request process where residents got lost in phone menus, were bounced between departments, and couldn’t track progress. To address this, the City partnered with Rock Solid Technologies to deploy OneView (OneView Enterprise) and the OneLink mobile app (branded Engage Denton), along with Service Request Management, Messaging, and Waste Reminders.

Rock Solid Technologies’ OneView centralized citizen requests, enabled photo submissions and tracking, and was rolled out via a focused pilot that scaled to 10–15 departments. As a result, Denton now routinely beats its 48-hour initial response target (most initial responses arrive in about two hours), added roughly 1,500 waste-reminder users after consolidation, improved interdepartmental coordination, and achieved steady citizen adoption driven largely by word-of-mouth.

City of Denton

Stuart Birdseye

Deputy Director of Customer Service and Public Affairs