City highlights success of new digital service platform
Eight months after launching its new askGTX platform, the city of Georgetown reports more than 7,000 total requests for services and information. The tool, available as a mobile app, website, and phone service, serves as Georgetown’s version of a 311 system, offering residents a single point of contact for reporting issues, submitting service requests, or finding answers to city-related questions.
Jessica Clarke, assistant to the city manager, said the goal is to create “a seamless experience” for residents by connecting them directly to city departments without delay. The platform routes requests to eight departments and includes 120 service categories, ranging from code compliance and public works to nonemergency police issues.
Fast responses and growing engagement
Residents can submit reports with photos and location details, and many requests are handled within hours. For example, Customer Care Director Seth Gipson said calls about dead animals are often resolved in less than an hour, while issues like potholes may take longer since they are scheduled as part of broader repair projects.
Users can also track progress and receive notifications once an issue is resolved. The askGTX call center, open weekdays from 8 a.m. to 5 p.m., allows representatives to file requests for residents who prefer to call rather than use the app.
Beyond reporting problems, the platform features a searchable database of more than 300 frequently asked questions covering utilities, city projects, and parks and recreation.
Usage data and next steps
Of the 7,000 total requests received, roughly 2,400 were service-related. District 5 generated 273 of those, with the most common reports involving tall grass, tree obstructions, and dead animals. Across the city, the top requests were traffic signal issues (207) and dead animals in roadways (147).
The app has been downloaded more than 1,900 times since its rollout. City officials said future updates will include a map feature showing reported issues and artificial intelligence tools to improve search and chatbot capabilities.
