Case Study: City of Longview achieves a 90% reduction in 311 transaction costs and 15% digital reporting adoption with Trimble

Longview - Customer Case Study

The City of Longview, Texas (pop. ~80,500) wanted to boost resident services but found a traditional, agent-staffed 311 call center too costly. Information Services Manager Justin Cure instead pursued a low-cost digital 311 approach to let citizens report issues via smartphone or the web while minimizing manual data entry and disruption to existing workflows.

Longview contracted Rock Solid and integrated its app with Cityworks so residents can submit photos/videos that auto-create service requests and trigger two-way status notifications. Within 12 months 15% of reports were submitted digitally, cost per transaction fell from about $10 to under $1, the city saved roughly $8,000, and total annual requests remained essentially unchanged (6,091 → 6,107). The platform also improved transparency with map-based status displays and has expanded into a broader mobile city hall for payments and services.

Longview