Case Study: City of Longview reduces 311 transaction costs to under $1 and modernizes citizen services with Trimble e-Builder

City of Longview - Customer Case Study

The City of Longview, Texas (population ~80,500) wanted to improve resident services and originally considered a traditional 311 call center, but consultants found a live-agent model too expensive. Information Services Manager Justin Cure pursued a low-cost digital 311 approach that would let citizens report issues via smartphone or web while minimizing manual data entry and integrating with existing systems.

Longview deployed Rock Solid’s civic engagement app integrated with Cityworks so residents can submit photos/videos that auto-create and route service requests and send status updates. Within 12 months 15% of reports were submitted digitally, per-request cost dropped from about $10 to under $1 (saving roughly $8,000), total requests stayed steady, and the platform increased transparency, departmental coordination, and later expanded into a broader mobile city hall.

City of Longview

Justin Cure

Information Services Manager