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Council hears staff plan for TextMyGov messaging module, staff to finalize rollout
Summary
City staff presented TextMyGov, a two‑way texting module that integrates with IWERKS to create work orders and mass notifications, and outlined costs, languages and monitoring procedures during the Jan. 21 council meeting.
City staff presented a proposed addition to the city’s citizen‑service platform — the TextMyGov module that integrates with the IWERKS work‑order system — during the Jan. 21 Terrell City Council meeting.
Public Services Director Glenn Caldwell introduced the proposal and said the module would let residents text a short code (the presentation listed a short code) to report issues, receive automated replies, and create work orders in IWERKS. Staff demonstrated that the system supports keyword routing, Spanish‑language responses and photo attachments. Dora Trejo and other staff described example uses: trash‑service delays, water/sewer reports, event alerts and mass notifications.
Staff said the module can reduce phone‑call volume and create a persistent text conversation record tied to a work order. Council members asked operational questions: who monitors and responds, hours of response, cost, and whether messages would generate carrier fees for users. Staff said they will manage conversations through the Public Services/Utilities team; automated replies will acknowledge receipt and advise expected response hours. Staff recommended a three‑year purchase funded from existing departmental budgets and said the base package is about $10,000 per year (staff cited a three‑year procurement). Additional message‑volume and storage options were available at incremental costs.
Council asked for consumer protections and clarity in outbound messages (for example, an automated reply stating expected response windows and emergency‑reporting instructions). Council also asked staff to track response times and return with data at follow‑ups; staff said the system includes analytics on response and closure rates.
No formal procurement or contract vote was taken on Jan. 21. Council members signaled general support and asked staff to finalize marketing, escalation procedures and an implementation plan that clarifies hours of automated response and staff monitoring.
If approved administratively, staff said the city can launch after a recommended two‑week public awareness period so residents recognize the service number and avoid confusion with scam texts.
