AskGTX aims to work as the city’s 311-like system and be a centralized place for residents to connect to the city. The program is available online, in an app and over the phone.
"The goal really is to have a seamless experience for the customer,” said Jessica Clarke, assistant to the city manager. “For them to have a single point of entry to the city where they have a navigator who can help them get their answer very quickly so they aren’t wasting any time.”
Community Impact staff went on a ride-along with Clarke, Customer Care Director Seth Gipson and District 5 council member Kevin Pitts to see firsthand how the reporting tool works.
About the program
During the ride-along, we submitted a question about a road closure and reported a need for better traffic markings in a right-turn-only area. Service requests are automatically sent to eight different city departments, and the platform has 120 types of requests residents can submit, ranging from code compliance to public works to nonemergency police.
Additionally, the app is geofenced, enabling residents to tie their location to the report. They can also upload photos of the issue. However, service requests are limited to areas within Georgetown city limits.
Some service calls, including one example Gipson highlighted about a dead animal in the road, are resolved in less than an hour. Others, such as potholes, might take longer because they are grouped to be repaired or fixed as part of a larger resurfacing project, he said.
Residents select what communication method they prefer, and after reporting an issue, receive status updates and notification of when it’s been resolved.
AskGTX also includes a call center staffed Monday-Friday from 8 a.m.-5 p.m. These representatives can enter service requests on behalf of the caller and direct them to resources.
In addition to the reporting function, the app and website have a knowledge base with over 300 articles on frequently asked questions about the city, including utility information, capital improvement projects, and parks and recreation.
“We’ve seen a lot of interaction with our app and with our web platform,” Gipson said. “But, if [residents] run into something, they want to be able to pick up the phone and call.”
By the numbers
The 7,000 total requests submitted on the askGTX platform include both internal and external submissions. About 2,400 of them are service requests, Gipson said.
Of those, 273 have come from Pitt’s District 5. The top requests from this area include:
- Grass above six inches
- Dead animal in the road
- Dead animal not in the road
- Tree obstruction
What’s next
The askGTX team is working on future evolutions of the program, including a map feature where residents will be able to see what issues have already been reported.
Additionally, Gipson said the team is implementing some AI features to make searching the site easier and looking at the feasibility of chatbots.
Gipson said the program has been well-received by residents. So far, the app has been downloaded over 1,900 times.
“The success of this program hinges on getting broad buy-in from most residents,” Clarke said.
