Case Study: City of Houston achieves responsive, scalable constituent service and handles hundreds of service requests with Seneca Systems' Romulus

City of Houston - Customer Case Study

The City of Houston’s District H office, led by Council Member Karla Cisneros with constituent services staff Eddy Arias and Veronica Hernandez, serves more than 160,000 residents but operates as a lean team confronted by heavy volumes of communications and field work. To improve responsiveness and tracking, the office adopted Seneca Systems’ Romulus Constituent Services Platform, including its SMS/texting feature.

With Seneca Systems’ Romulus, the team rolled out SMS outreach, bilingual texting, issue reports, and rigorous service‑request tracking (including tracking residents affected by Hurricane Harvey), which streamlined workflow and made follow‑ups routine. The results: hundreds of service requests processed, more than 40% of District H communications in the second half of 2017 became service requests, faster constituent follow‑up, and noticeably higher satisfaction.

City of Houston

Eddy Arias

Director of Constituent Services