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City launches Ask GTX consolidated customer service portal and 24/7 knowledge base
Summary
City staff unveiled Ask GTX, a consolidated citizen service platform with an online portal, knowledge base, phone ambassadors and an upcoming mobile app and texting capability; staff said the system centralizes service requests and offers tracking, routing and departmental metrics.
City staff presented the launch of Ask GTX, a consolidated customer service platform designed to centralize service requests, provide a searchable knowledge base and improve tracking and response for residents, visitors and departments.
Seth (city staff) described Ask GTX as a single platform that replaces multiple outreach channels for non‑emergency requests while preserving phone and email access. The system collects information tailored to each request type, routes submissions to the appropriate department, allows residents to attach photos or documents, and closes the feedback loop according to the customer’s preferred notification method (email, text or phone).
Operational features and rollout: staff said the city built a knowledge base of roughly 230 articles, trained an Ask GTX ambassador team to answer phone and email inquiries and completed a soft launch in November 2024. The public launch occurred recently; staff said upcoming enhancements include a mobile app (scheduled for May), two‑way text reporting and an AI chat‑bot evaluation. Staff said departments retain customized service request fields so units receive the information they need to process requests efficiently.
Metrics and outreach: Seth said the platform will provide reporting and metrics for city leaders to identify trends, resolution times and geographic clusters of requests. Staff described outreach plans that include social media, printed materials, presence at the State of the City and Red Poppy festival, and in‑person outreach at senior living communities and Southwestern University. Council asked about after‑hours messaging, IVR prompts and whether the city will share usage data with council; Seth said an IVR guides callers after hours, that staff will coordinate with the utilities phone system, and that the administration can provide usage metrics to council on an ongoing basis.
Data curation: Seth said knowledge‑base content combines human review and AI assistance; the city will also let residents rate articles and flag missing information. Staff emphasized Ask GTX is not a replacement for 911 and that the platform is intended for non‑emergency city services and information requests.
