DeSoto, Texas, is a vibrant suburb on the southern edge of Dallas County, where small-town charm meets big-city amenities for its 57,000 residents. To keep up with growing service demands, the city turned to GOGov, streamlining citizen requests and code enforcement while improving communication and efficiency. Today, GOGov helps DeSoto stay responsive, organized, and connected with its community—every day.

About DeSoto, TX

DeSoto, Texas, is a growing suburb located on the southern end of Dallas County. The city is home to roughly 57,000 residents and about 18,000 properties, making it a tight-knit, primarily residential community. DeSoto offers a unique blend of small-town charm and big-city amenities, making it an ideal place for families, professionals, and retirees alike. While the city doesn’t have a traditional downtown area, it has a vibrant culture centered around sports, academics, and community activities. The Parks and Recreation Department plays a key role in fostering engagement, offering a variety of programs and events that bring residents together.

What was the challenge that led DeSoto to GOGov?

While Becky Lewis, Executive Assistant to the City Manager, wasn’t with the city when GOGov was first adopted in 2010, she notes that the platform quickly became an essential tool for DeSoto’s day-to-day operations. The city needed a streamlined solution to manage customer service requests across key departments, including code enforcement, sanitation, and water services. These areas generate the most frequent resident inquiries, and having a centralized platform ensures requests are tracked, addressed, and resolved efficiently. By adopting GOGov, DeSoto could maintain a high level of service for residents while giving staff a clear, organized way to manage daily workflows.

How DeSoto is Using GOGov Today

DeSoto relies on GOGov daily to manage citizen service requests and code enforcement activities. The city uses both the Citizen Requests and Code Enforcement modules, allowing staff to efficiently track inquiries from residents. The most common code enforcement cases involve high grass and weeds, illegal parking, and trash and debris. The Code Enforcement module helps organize each case, keeps residents informed, and allows staff to manage tasks internally.

Residents can submit requests through multiple channels, including the My DeSoto app, the city’s website, or by calling the city directly. Feedback is collected through surveys attached to every closed case, with roughly 15–20% of residents responding. Becky Lewis has leveraged GOGov to ensure consistent data collection, including phone numbers and email addresses, which improves follow-up communication and overall case management.

"If we have an e-mail address and I close out their request, I'm now able to add in this information about the new program and new services as an attachment for them. And I think this is going to help us reach some residents that we may not have reached otherwise." - Becky Lewis, Executive Assistant to the City Manager

Real-World Impact & Looking Ahead

GOGov has enhanced transparency, responsiveness, and resident engagement in DeSoto. By capturing detailed contact information and logging past interactions, staff can provide more personalized, timely responses. The My DeSoto app has encouraged self-reporting, giving residents a direct line to city services and reducing delays in service delivery.

Looking ahead, the city is preparing to launch an enhanced bulk and brush pickup program on January 1. Staff are using surveys and other resident feedback collected through GOGov to guide planning and ensure the program meets community needs. This proactive approach demonstrates how the platform supports effective communication, informed decision-making, and stronger connections between the city and its residents.

"We are definitely using GOGov because we're making some changes to our bulk and brush pickup program. And just in the last few days, I've been able to communicate with some residents that won't normally look at our other communication methods" - Becky Lewis, Executive Assistant to the City Manager

Advice for those considering GOGov’s Solutions

Becky Lewis emphasizes the platform’s usefulness and simplicity for other local governments considering GOGov:

"I believe it's a very useful platform. We've had it for a while, but I can see the evolution that has occurred, especially over the last two years... It's a very simple platform to use... once you start delving into it and kind of see how to be able to pick and choose the topics that you need, it's just one click. Once I set it up, I don't have to worry about it again."

Her insights highlight how GOGov not only streamlines daily operations but also allows staff to analyze trends, identify recurring issues, and make data-driven decisions to better serve residents.

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 DeSoto demonstrates the potential of our solutions to make a meaningful impact on local governments and districts of all sizes, and our continued efforts to improve and innovate further.  

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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