Providing Operational Visibility: Arvada, CO

Mark Deven has served as the City Manager for the City of Arvada, Colorado for the past decade. In the short 25 minutes of sitting down with him for this interview, it's clear why he has had a distinguished 40 year career of local government service. He is committed to improving the status quo, gracious, and a very humble leader. We thank him for sharing Arvada’s journey implementing their new Ask Arvada 311 CRM system. Comcate is proud to partner with the City of Arvada in serving their population of 118,746 citizens.

We had to act now

The City of Arvada solicited and evaluated a number of proposals and the fact that Comcate led the pack as the best solution is a testament to the product quality. One feature in particular that the City was surveying in solutions was the capability to follow up with citizens when a ticket is closed. Aravada wanted customers to get constant feedback on the request, keeping it alive with transparency, and avoiding black hole syndrome.

"The urgency was such that we had to change CRM providers and we should've done this years ago."

A selection process that met the needs of all stakeholders

Arvada was very intentional about bringing all stakeholders together for an intensive selection process as they picked a new 311 CRM solution. They were particularly impressed with Comcates ability to partner with the City and adapt reporting features as needs evolved. 

Arvada initially learned about Comcate through market research, and presence at conferences. The City Manager wanted to learn to use the system first hand and understand how effective it could be. He was impressed with the ease of reporting dashboards that show all requests and other important metrics. 

Arvada will be training city council members on how to use Comcates' solution. The council consists of 7 council members – 4 that are elected, the mayor, and 2 at large council members.  The tool can show responsiveness by district and geographic area. The tool will provide visibility to council members so that they can pull up a case number and see every action taken in a case, as well as response time. Arvada looks forward to more operational visibility and fact-based conversations around cases that need to be expedited.  

"Ultimately, we hope this dynamic will bridge the gap between policy and operations making for a more effective government. "

Launching the New Ask Arvada Comcate Solution

The City used general city funds to finance the new 311 CRM system and promoted it to citizens via social media channels.  "The implementation process went great and was one of the easier implementations we’ve ever done. It's so easy that even a city manager can do it. Comcate’s solution provides prompts for messaging and helps alert team members  that they have a case that needs to be responded to. Local government is a service industry, charged with being responsive to customers. Having an effective  311 CRM solution is a top tier priority. Arvada is absolutely thrilled with the new solution. "

Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please schedule a meeting with our team, or  call us directly at (415) 632-1248.