North Texas Daily

The city of Denton begins pilot program for service requests

The city of Denton begins pilot program for service requests

The city of Denton begins pilot program for service requests
July 03
13:59 2018

The city of Denton has launched a three-month pilot program for the mobile application, Engage Denton, giving residents a new way to requests city services. This provides residents an easier way to identify civic issues, report for resolutions and interact with the city.

This addition helps the city by providing routing of requests to the correct departments in the background of the system. For example, if a request is made for a street sign repair in the app, then it is automatically routed to the traffic operations department.

Additionally, the GPS and picture features allow citizens to describe the location and type of issue more thoroughly.

“This service request app is a follow up to an initiative that was started in 2016 with the update to the city’s website,” Denton city management analyst Charles Rosendahl said. “At that point, a form was added to allow users to submit requests through the website, but this was only an interim solution until an app could be purchased.”

After the city council approved a supplemental funding request for the application in this year’s budget, they began the procurement and implementation process in November. Engage Denton was released to the public last June.

The benefit of this program for residents is the added convince of being able to submit requests through their smartphones and providing a direct line of communication with the city contact for that request.

Residents can submit comments for their requests, check the status of a submitted request and receive periodic updates from staff regarding their issue. The app also provides the option for residents to submit requests anonymously.

“I can report anything,” junior art student Kali Griffin said. “I certainly recommend this download. Submitting a request helps you and other pedestrians that may have the same issue”.

The length it takes the city to fix a service request is the type of data that will be gathered through the pilot process using the reporting capabilities of the software. The time to fix a service request is dependent on the type of request and can vary greatly depending on the process that is required.

Rosendahl explained the process, saying a submission for a code violation requires notifications, time for a homeowner to correct the violation and re-inspection, so those type of requests could take longer to complete.

“I am happy to know that I could finally submit requests about these roads in just five seconds and trust that the city will get it handled,” said Simon Byles, Denton resident and warehouse worker.

“We will be sticking with the three-month plan for the pilot, but plan to expand the program at that point to add more request types and possibly add more features that would be beneficial for residents,” Rosendahl said.

The Engage Denton app is available on the Apple App Store and Google Play.

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Cory Allen

Cory Allen

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