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City reports improved response times after year two of Southlake Serves customer-service platform
Summary
Operations staff updated council on the Southlake Serves (Viewworks) customer-service tool, reporting improved response times, higher close rates and planned enhancements.
City operations staff told the City Council that the Southlake Serves customer-service platform (Vieworks) has improved response times and case closure rates since its August 2023 launch.
Melody Anderson, Operations Manager for Customer Relations, presented the annual update. Anderson said the platform creates work orders for departments, provides an internal dashboard for tracking open and closed requests, and allows residents to submit photos and documents with service requests via the mobile app or online portal. She reported an 18% improvement in service-request completion year over year, a roughly 10% improvement in customer response times and a three-day reduction in average time to close requests.
Anderson outlined planned upgrades: a refreshed user interface, improved reporting, advanced work-order modules to prioritize and track asset health, and expanded mobile-app language support. Council members asked about photo uploads and assistance for residents who need help using the app; Anderson confirmed the app supports photo attachments and that staff can assist residents in uploading images.
Why it matters: The platform centralizes resident requests and provides staff with data to improve responsiveness and training. The improvements reported were presented as operational gains rather than legislative or budget changes.
Next steps: Staff will continue to add dashboard capabilities and advanced work-order features and will present proposed fee- or service-related changes (if any) as part of the October fee-schedule process or future budget cycles.
