In today’s on-demand economy, constituents want the same level of responsiveness and customer service from their government agencies as they have come to expect from private sector companies – yet satisfaction with digital government services on average lags the private sector by nearly 20%, according to a 2022 study on digital government and the citizen experience.

While government agencies have traditionally been slower to adopt customer-centric technology, a new partnership from OpenGov and Comcate is paving the way for more responsive service in the public works and operations management sector.

OpenGov began its foray into operations and asset management with the 2022 acquisition of Iowa-based Cartegraph Asset Management OMS. With the new strategic collaboration, clients can now pair Cartegraph Asset Management’s work-tracking functionality with the community engagement capabilities of Comcate’s CRM. The integration creates a unified end-to-end asset management system that allows agencies to improve service delivery and provide constituents the customer experience they have come to expect in other areas of their lives.

“The integration of Cartegraph Asset Management with Comcate’s CRM creates a unified workflow for government agencies to manage both proactive maintenance and reactive service requests. By streamlining work order creation, tracking progress, and automating constituent updates, agencies can improve response times, eliminate inefficiencies, and provide real-time transparency to their communities,” said Jon Kremer, Cartegraph Asset Management product director at OpenGov.

Whereas Cartegraph Asset Management allows agencies to manage proactive maintenance, the partnership with Comcate improves their ability to respond to reactive maintenance requests and engage with the public about issues in the community.

With Comcate’s CRM, constituents can submit requests for service through a mobile device or computer. Once submitted, the request will be sent to the correct department via the Comcate-OpenGov integration. As work is assigned and tracked in Cartegraph Asset Management, Comcate’s CRM provides the constituent with updates in their preferred communication method, letting them know their agency has received their request and is effectively taking care of it.

“Comcate’s CRM allows agencies to provide visibility and transparency throughout the lifecycle of a service request, which in turn builds trust with the public,” said Kolten Keeney, Partner and Senior Vice President of Growth at Comcate. “Without that communication, constituents are left in the dark and may perceive that their local agency isn’t responding to their concerns – regardless of the work that is actually being performed.”

The two-way integration will also help clients to break down data silos concerning service request data to access a more complete look at resource allocation and ongoing issues by district or region.

Nearly 1.1 million residents are impacted by the partnership today. Comcate and OpenGov expect this number to more than double within the year. The City of Converse, Texas, one of the first municipalities to launch the joint system, is already benefiting from the improved data capabilities.

“One thing the system has helped me out with tremendously in both of the cities I’ve implemented it in is sharing information with the elected officials and the general public,” said Josh Mair, Director of Public Works for Converse. “Whereas before we would show them an Excel spreadsheet or come up with a close guess of how many calls for service we have open, now we’re narrowing it down. Really seeing what our citizens are reporting to us and where my crews are spending most of their time has been invaluable in budgeting and resource allocation."

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