Case Study: City of Las Cruces achieves a fourfold increase in citizen engagement with Tyler Technologies' Tyler 311

How one city enhanced public service and streamlined work orders by using a 311 API to connect to its existing city app in a custom 311 interface

The City of Las Cruces, New Mexico, struggled with a largely manual process for non-emergency service requests: residents submitted online forms that generated emails read by one staff member who had to identify, route and follow up on each issue. The city had no way to track incidents, measure response times, notify residents of status, or integrate requests with its Munis work‑order system, creating visibility and workflow problems.

Las Cruces implemented Tyler 311, integrating it with Munis and using Tyler’s API to connect the system to the city’s in‑house mobile app. A cross‑functional team and Tyler’s implementation support defined incident types and workflows, enabling automatic conversion to work orders, documented communications and robust reporting. In the first seven months the city saw citizen engagement rise fourfold—from about 60 to 260 requests per month—while gaining the metrics and visibility needed to manage and improve responses.

City of Las Cruces

Todd Selle

Business Systems Analyst