Irving unveils preview of new website and CRM app; city plans .gov migration and expanded mobile reporting

Irving communications staff presented a preview of a redesigned city website and a new customer‑relationship management (CRM) portal intended to replace the city's older "report a concern" system.

April Riling, director of communications, said the redesign replaces a decade‑old site and will pair a public-facing extranet with a staff intranet and an integrated CRM selected under a contract approved in July. The new CRM will include a mobile app, a searchable "service finder" and a user account option that allows residents to track requests. Staff emphasized mobile friendliness, plain-language navigation and accessibility features including translation tools and a font/contrast accessibility widget.

Riling said the communications team is already marketing the change with a public campaign, and the city will transition to the IrvingTX.gov domain; email domains will also move to .gov. Staff plans internal employee briefings and continuing external outreach. The CRM vendor (Catalyst) will integrate service workflows with department project-management tools and the new Avaya phone system.

Council members asked about search quality, SEO optimization and multilingual support; staff said search and SEO are part of the implementation and that Google Translate and accessibility translations will be enabled. Riling cautioned that website projects are iterative and will evolve after launch.

Ending: Staff said they will continue outreach and training for employees, keep the online survey open for user feedback and proceed with the domain migration and CRM roll-out per the implementation schedule.