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Bowie staff to evaluate service-request app and one-stop contact options, council presses for outreach
Summary
Council asked staff to evaluate the city’s service-request app and explore a single public contact point for residents; communications staff described current usage and plans for an upgraded system in FY2027.
Bowie City Council asked city staff to investigate improvements to the city’s service-request system and explore a single, easy-to-remember contact point for residents seeking city services.
Communications staff said the city currently uses an app called PublicStuff (branded via the city’s website and mobile app) to handle service requests such as refuse and recycling pickups and street-light outages. Staff reported averages of about 950 service requests per month and said public works accounts for 80–90% of requests. The app also supports routing and creates routes for drivers handling special pickups.
Council members, led by one speaker who asked for a “one-stop shop,” suggested consolidating contact options (phone, email or text) and promoting the service more widely. The city manager said the IT department is leading a "smart cities" review and that the city expects to request funding for a more advanced service-request system for FY2027 that would include AI-enabled features and better inter-system reporting.
Communications staff acknowledged the current system is dated and has limited vendor updates since acquisition; staff recommended studying new platforms and integrating chat bot or text-based features in the future. They also described current outreach channels, noting the city monitors Facebook, X and Instagram and uses Hootsuite for consolidated management; staff cautioned social media is not monitored 24/7 and that urgent matters should be reported by phone.
Council also requested more proactive outreach to new residents and discussed ways to provide welcome information to homebuyers; staff said they maintain a welcome packet at City Hall and said connecting welcome outreach to water account set-up could be an option.
Councilwoman Rogers proposed town-hall sessions in each district on a quarterly rotation; the mayor and city manager supported the idea and asked staff to help schedule and staff the events.
No formal vote was taken; council directed staff to continue evaluation and return with recommendations and potential timing for a system upgrade and expanded outreach.
