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City previews new Goodyear 3-1-1 service portal to replace aging reporting system
Summary
City staff previewed a new online request-for-service system called Goodyear 3-1-1 (Catalyst) to replace the 2014 Public Stuff platform; staff said the change will improve integration, allow photo uploads, optional notifications, and will be launched internally before public rollout.
Goodyear — City staff on June 9 gave council a preview of Goodyear 3-1-1, a new request-for-service system intended to replace the city’s existing “Report a Problem” (Public Stuff) platform and provide customers a mobile-friendly way to report graffiti, potholes and other issues.
Jenna Goad, Strategic Planning and Organizational Performance Manager, told the council the city chose a vendor product called Catalyst and said the new system will integrate with internal work order systems, accept up to five photos per request and allow residents to receive optional updates via text or email without creating an account.
“Since that time, the system has processed about 34,000 requests,” Goad said of the city’s existing Public Stuff system. After an internal launch for staff and a pilot with youth commission members, Goad said the city plans a public rollout with a communications campaign and a staff promotion effort.
Why it matters: City officials said the new system should improve the city’s ability to track and respond to service requests and make it easier for employees and residents to report issues 24/7.
Goad described staff training and internal testing to begin the day after the presentation and acknowledged the cross-departmental effort that prepared the system. “This has been a joint effort, by a large number of employees across the city,” she said, thanking colleagues who worked on implementation.
Council members responded positively in brief comments during the meeting, describing the system as easier to track and useful for employees in the field. Staff said the public launch will include a dedicated web address and a communications plan to invite residents to “see it, snap it, send it.”
Discussion vs. decision: This item was a communication/preview only; council did not take a vote or direct staff to change the vendor selection. Staff said they will continue internal testing and proceed with the planned public launch.
