Seth Gibson, the city’s customer care director, updated the workshop on Ask GTX — the city’s multi-channel customer service system and mobile app — reporting 2,400 requests from community members since February and nearly 7,000 total interactions when internal tickets and phone calls are included.

Gibson said the top public request types are traffic‑signal issues (207 reports) and dead animal removal from roadways (147 reports). The system routes user submissions by topic directly to the responsible department, and residents may submit via phone, web portal, text or the mobile app.

Why it matters: Staff said Ask GTX is intended to close the feedback loop with residents and give departments data to inform budgeting and project planning. Gibson told council the system now supports eight public-facing departments and about 120 request types; the mobile app has about 1,900 downloads and the knowledge base includes about 300 articles with roughly 4,000 views.

Gibson walked the council through usage metrics and outreach: Ask GTX averages about 1,000 tickets per month (roughly 300 from residents and the rest internal tracking). The city has about 2,000 active community users and a 20% repeat-user rate; staff said the goal is about 30% annual repeat usage. A map view in the system allows staff to filter requests by council district; Gibson said District 6 has the most requests (651), followed by Districts 2 and 1.

Outreach and engagement: Gibson said Ask GTX staff have supported more than 24 community events since May, including library events, Sun City visits and a council ride-along. He cited four major social-media pushes that produced about 116,000 impressions and a 6.3% engagement rate (compared with an industry benchmark of roughly 1.6%).

After-hours and emergency guidance: Gibson said that for utility emergencies residents should call the utility control center at 930-3640; for true public emergencies residents should call 911 or the police non-emergency line. He said staff is working on integration options so certain after-hours reports can be routed to the appropriate control center or utility dispatch system but added that full after-hours monitoring of Ask GTX is not currently in place.

Upcoming features: Gibson said staff will add public-facing dashboards, enhance reporting for departments, continue outreach and evaluate AI tools for knowledge-base search and future chatbot capabilities. “We want to make it easier for citizens to report issues and ask questions, in a convenient way, and then really ensure we're closing that feedback loop with the customer,” Gibson said. He invited council members to request district-level reports showing their top request types.

No formal council action was taken; Gibson’s presentation was informational and staff asked for continued support for outreach and technical refinements.