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Council reviews Go Dublin app: staff touts high satisfaction and outlines next steps
Summary
Staff presented an evaluation of the Go Dublin citizen-request platform, reporting 47,000 requests, strong satisfaction in a city survey, and plans to pursue incremental improvements and monitor AI-enabled alternatives.
City staff presented an evaluation of Go Dublin, the city's citizen-request platform, at the Dec. 8 meeting and recommended continued use with targeted improvements and further exploration of AI-driven and platform-level alternatives.
Brandon (Go Dublin lead) and Lindsey (engagement/sentiment lead) summarized background, system integration with CityWorks, usage data and survey results: Go Dublin has handled more than 47,000 requests overall, repeat users account for 84 percent of requests, median response time meets the city's two-business-day goal, and median days-to-complete is below the target. The survey (115 responses) showed 80 percent of respondents said the app made it easier to interact with the city and 91 percent reported satisfaction with response times.
Users suggested enhancements including map integration, better photo capture in the app, a chat or AI-assistant to estimate response times, and easier access to police reports by date. Staff noted some technical issues had been reported (about 20 percent of survey respondents) and said they are working with the vendor (now owned by Granicus) to prioritize fixes and feature requests.
Council response: Several council members praised the app and encouraged continued incremental improvements rather than an immediate wholesale vendor change. “I think we stick with what we have for the short term, button it up a bit and move forward,” one council member said. Members asked staff to pursue clearer internal procedures for request handling and to consider features such as direct photo uploads and better map-based navigation.
Next steps: Staff will continue to push enhancements with the vendor, track performance metrics through Power BI dashboards, consider long-term platform options that integrate more city services, and explore agentic AI tools as they mature and demonstrate value. Staff also committed to reviewing internal procedures for consistent closing and communication to users.
