The Town of Winterville, NC, a fast-growing community of 11,000 residents, adopted GOGov's Citizen Notifications and Citizen Request Management/311 to modernize communication and streamline service delivery. Branded as Winterville at Work, the app allows staff to send real-time alerts, manage resident requests, and reduce confusion around issues like recycling schedules and road closures. Town Clerk Don Harvey credits the platform with improving internal workflows, boosting accountability, and enhancing the citizen experience. His advice to other municipalities? “Promote it constantly.” Winterville sees GOGov as a foundation for continued growth and stronger community engagement.

About Winterville

Located just south of Greenville, North Carolina, the Town of Winterville is a fast-growing community with around 11,000 residents. Known for its historic charm, strong community amenities, and affordable, safe neighborhoods, Winterville has become an appealing destination for retirees, families, and anyone looking for “a slice of the good life.”

“We’ve got that small-town feel, but we’re growing fast,” shared Don Harvey, Winterville’s Town Clerk. “We’ve got a vibrant downtown, a great calendar of events, beautiful parks, and a community that really cares.”

While Winterville benefits from proximity to the larger city of Greenville and its university, the town has carved out its own identity—balancing the convenience of city access with the comfort of tight-knit community living.

The Challenge: Fast-Growing Community, Outdated Communication Tools

As Winterville’s population expanded, so did the complexity of serving its residents. The Town faced growing challenges with both communication and service request management.

“Before GOGov, our notifications were essentially phone calls and emails,” Don explained. “We had a contact form on our website, but it wasn’t very robust. Requests were sent to just a few people, and from there, it was all manual—emails forwarded, people looped in, and things would fall through the cracks.”

Timely communication was also an issue. Whether it was a trash schedule update, a road closure, or an emergency alert, there was no easy way to reach residents quickly and consistently. Winterville sought a solution, and found GOGov!

The Solution: Winterville at Work

Winterville implemented Citizen Notifications and Citizen Requests Management/311 to centralize communications and streamline service requests—branding their mobile app as “Winterville at Work” to better resonate with local residents.

“Believe it or not, the app’s name made a difference,” said Don. “Some people didn’t love the idea of it being called 'GoGov'—they associated it with government overreach. So, we gave it a fresh name that reflected what we’re doing: working for our residents.”

With Citizen Notifications, staff can now send real-time alerts to residents’ phones in seconds:

“When I hit send, my work phone, my personal phone—they all ding at the same time,” Don joked. “It sounds like fireworks going off on my desk!”

On the service request side, Citizen Requests Management/311 has created a more structured, trackable workflow. Residents can submit concerns—like missed trash pickups or road issues—directly through the app. The system automatically routes the request to the appropriate department, eliminating bottlenecks and miscommunication.

Use Cases in Action

Don shared that trash and recycling have been the biggest pain points for residents—and the biggest communication win for the app.

“We only pick up recycling every other week, and people just forget,” he said. “Now, every Friday, I send out a push notification with next week’s schedule. I can even attach pictures of the calendar. It saves our staff so much time and cuts down on confusion.”

Other common notifications include:

• Road closures

• Public event reminders

• General town news

While Winterville has been fortunate to avoid emergencies like floods or hurricanes, Don knows the app will be crucial if that day ever comes.

“If we ever need to alert everyone in town in seconds, this tool can do it. That peace of mind is huge.”

Internal Benefits & Accountability

Beyond public-facing improvements, the system has helped streamline internal operations and improve staff coordination.

With Citizen Request Management/311, the Town can now easily track the status of resident submissions and ensure timely follow-up. The default resolution window was adjusted from 10 days to 7, and the system automatically sends reminders if a request remains open—helping staff stay on top of their to-do lists.

“This kind of visibility just wasn’t possible with email,” Don shared. “Now, I can quickly see what’s been addressed and what still needs attention. It’s a simple way to make sure residents are getting the service they deserve.”

Advice for Other Municipalities considering GOGov

Don’s advice to other local governments exploring GOGov?

“You’ve got to sell it—to your elected officials, to your staff, to your residents. And then you’ve got to keep promoting it. Constantly.”

He also encourages municipalities to use both parts of the platform—the notification and the request system—for the best results.

“I look at the requests coming in every day, and I can tell we’re making progress. More people are using it. That means less confusion, fewer phone calls, and a better experience for our citizens.”

Looking Ahead in Winterville

While there are no immediate plans to expand Winterville’s GOGov usage beyond Citizen Notifications and Citizen Request Management/311, Don emphasized that they’ll continue focusing on growth and promotion.

“With tools like these, you just keep building on your foundation,” he said. “We’re proud of where we are, and we know the best is yet to come.”

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