About the City of West Covina, CA

The City of West Covina, California is a vibrant community located in the San Gabriel Valley, just east of Los Angeles. Covering approximately 16 square miles, the city is home to around 110,000–120,000 residents.

West Covina is known for its strong sense of community involvement, diverse population, and high quality of life. Residents are highly engaged in local affairs, with active participation in community organizations and civic initiatives.

The city operates under a council-manager form of government and is widely recognized for its commitment to public safety and responsive municipal services. According to city leadership, West Covina continues to be a desirable place to live and raise a family, with a strong focus on maintaining safe and livable neighborhoods.

What was the challenge that led West Covina to GOGov?

When the city of West Covina first implemented GOGov, the goal was to modernize how public safety and code enforcement teams managed resident requests and internal workflows.

Prior to GOGov, much of the city’s reporting and administrative processes were more manual and time-consuming. Staff needed a more efficient system to track cases, generate reports, and reduce reliance on paper-based or disconnected workflows.

The city also needed a better way to provide transparency and visibility into daily operations—both for internal leadership and for residents. GOGov offered a centralized platform that streamlined case management, improved data tracking, and made it easier for staff to respond to and document service requests.

As Public Safety Manager Matthew H. Araiza shared, earlier in his career he had used GOGov in a previous jurisdiction and immediately recognized the difference when compared to other systems.

“Coming back to GOGov after using another system was night and day. It’s just so much easier to use and much more efficient for what we do in code enforcement and public safety operations.”

How is West Covina using GOGov today?

Today, West Covina uses GOGov primarily through its citizen request system and mobile app, “West Covina Report an Issue,” along with its code enforcment functionality to support daily operations across multiple departments.

The platform supports a wide range of service requests, including:

• Public works issues

• Engineering inquiries

• Building and permit-related concerns

• Code enforcement cases

• Neighborhood safety and compliance issues

Public Safety and Code Enforcement teams rely on the system to track incoming requests, maintain organization, and ensure consistent workflows across departments.

On average, the City receives approximately 10–15 resident-submitted requests per day, with volume fluctuating based on weather and seasonal activity. Common reports include abandoned vehicles, parking violations, signage issues, and other neighborhood concerns.

Residents also play an active role in identifying issues throughout the community, helping staff take a more proactive approach to service delivery and enforcement.

In addition, West Covina uses GOGov’s survey functionality to collect feedback once cases are resolved. This feedback loop helps staff better understand resident satisfaction and identify opportunities to improve communication and service delivery.

As Matthew noted, even when feedback is negative, it still provides valuable insight:

“It helps us understand where we can improve or where residents may not fully understand what’s going on. Either way, it’s useful information.”

How GOGov supports public safety operations

For West Covina, one of the most important benefits of GOGov is its ability to demonstrate operational activity and support transparency.

The system helps staff clearly track and report on daily workloads, including the number of requests received, cases managed, and enforcement actions taken. This reporting capability is valuable not only for internal tracking but also for keeping city leadership informed.

As Matthew explained, being able to “show the work” is a meaningful part of the department’s success, helping demonstrate accountability and the volume of service being provided to the community.

Real-world impact

While West Covina did not point to a single defining incident, the overall impact of GOGov is seen in daily operational improvements.

By moving away from manual processes and disconnected systems, staff now benefit from a centralized platform that allows them to:

• Quickly access and update cases

• Respond to resident requests more efficiently

• Maintain organized and searchable records

• Improve coordination across departments

This has significantly improved workflow efficiency in both code enforcement and public safety operations, while also giving leadership clearer visibility into field activity.

Future Plans for West Covina

Looking ahead, the City of West Covina is preparing to expand its use of GOGov through the implementation of a citywide street sweeping program.

Once approved, GOGov will play a key role in managing resident concerns related to street sweeping operations, including missed routes, blocked access due to trash bins or vehicles, and other service-related issues.

The city anticipates a significant increase in resident requests tied to this initiative, and GOGov will serve as the primary system for tracking and responding to those concerns.

As Matthew noted, this expansion will further integrate GOGov into daily operations and help ensure the city can manage increased public interaction efficiently.

Advice to other local governments

When asked what advice he would share with other municipalities considering GOGov, Matthew emphasized ease of use and reliability. GOGov, in his experience, stands out for being user-friendly, dependable, and well-supported by responsive customer service.

“If you’re looking for something easy to use and reliable—especially for code enforcement and public safety—GOGov is one of the top systems I’ve seen.”

Your Municipality Powered by GOGov

GOGov is committed to helping municipalities and local governments enhance community engagement, streamline operations, and foster transparent communication. Our partnership with McAlester demonstrates the potential of our solutions to make a meaningful impact on local governments and districts of all sizes.

GOGov specializes in providing CRM, Code Enforcement, Citizen Notifications, Online Permitting and mobile software to local governments of all sizes. We built our software from the ground up working with the departments and staff that now use our products every single day.

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