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Brookhaven highlights customer‑service upgrades: Power Engage surveys, CityGuard app and Brookhaven Connect improvements
Summary
City staff showcased updates to customer‑service tools including Power Engage (text surveys with >30% response and high satisfaction), the CityGuard app (14,000+ engagements in May 2025) and Brookhaven Connect/project portal enhancements to improve transparency and real‑time status updates for residents.
Brookhaven staff on Aug. 26 used the work session to review a suite of customer‑service tools designed to increase resident engagement and transparency, including Power Engage, the CityGuard mobile app, Brookhaven Connect and a revamped project portal.
Police described Power Engage, an automated text survey system that solicits feedback after officer interactions; staff said the system has achieved response rates above 30% (compared with a typical 3–5% for other government surveys) and reported a positive satisfaction average near 93% over the last year. The CityGuard app, staff said, recorded more than 14,000 total engagements and roughly 2,900 unique users in May 2025, with news, service and events as the most viewed categories.
Separately, staff explained recent improvements in Brookhaven Connect (citysource) and the project portal: automated, topic‑specific responses; metrics and filters by location and request type; contractor self‑registration and inspection notices; and a project dashboard rolling out this fall. Presenters noted that the city charter requires posting a report before the 15th of each month and said district‑level data breakdowns can be produced for council on request.
Council discussion focused on making district‑level metrics available and better capturing resident emails and praise in an accessible repository for staff recognition. Staff said monthly reports and dashboards are being used internally and that additional district‑level exports can be generated for council; no policy changes were enacted at the session.
