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City presents Go Dublin app review; staff recommends continued use with targeted improvements
Summary
Staff reported over 47,000 service requests logged in the Go Dublin platform and recommended continuing with the existing platform while pursuing usability fixes, integrations and monitoring vendor development; survey respondents reported high satisfaction with response times.
City staff presented an extensive evaluation of the Go Dublin citizen‑service platform, outlining usage, performance and recommendations for incremental improvements. Staff reported the system has processed over 47,000 total requests since launch, with repeat users accounting for roughly 84% of requests. Median response goals (2 business days) and median completion (7 days) were noted as meeting internal targets.
Lindsey reported survey results from 115 respondents: 80% said the app made it easier to interact with the city, 91% reported satisfaction with response times and 94% were likely to recommend the app. Staff recommended continuing with the current platform while advocating to the vendor for bug fixes and user‑experience enhancements and evaluating alternatives and AI integrations in the medium term. Council praised the app and asked staff to pursue improved map integration and camera/file upload features for reports.
