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City unveils My Lufkin TX app to streamline resident service requests
Summary
City Information Director Jerry McCroy demonstrated My Lufkin TX, a new web and mobile ticketing system launched to replace Formstack; staff reported early uptake (about 24 tickets) and said requests will be acknowledged within seven calendar days and complex issues may take up to 60 days to resolve.
The City of Lufkin presented the new My Lufkin TX citizen-engagement platform during the council meeting, describing it as a web- and mobile-based ticketing system to replace Formstack and improve how residents submit and track service requests.
Information Director Jerry McCroy (self-identified) said the system went live the previous day and that staff had already captured 'a good 24 tickets' in the queue. He said the platform covers roughly 20 participating city teams and about 60 internal workflows, allowing users to submit photos, specify locations on a map and receive status updates as their tickets progress.
On response expectations, McCroy told the council the city will acknowledge tickets within 'seven calendar days' and the department will provide status updates (for example: acknowledged, received, scheduling). He said the initial resolution window for more complex requests is 60 days and that items unresolved within that period will be escalated to leadership.
Council members asked about downloads and submission details. Staff reported Android downloads of 'about 20 plus' during the first day and said iOS metrics were still being uploaded. On privacy, McCroy clarified that code-enforcement reports can be submitted anonymously by entering 'anonymous' in the name field, though the form requires email and phone fields; users seeking follow-up were encouraged to provide contact information.
During a live demonstration, staff showed a pothole submission workflow: selecting a location on a map, describing the problem, optionally uploading a photo and submitting the request; the ticket appears in the user's 'My Requests' list and routes to the responsible department.
Staff noted Formstack workflows were retired and that system administrators, including Josh (identified as the systems administrator), can create and refine workflows to improve the resident experience.
The transcript does not capture detailed metrics about long-term adoption or an explicit timeline for expanded features beyond initial rollout.
