The City of Grand Island, Nebraska recently achieved metropolitan status with over 50,000 residents and continues growing by thousands each year. To manage this rapid expansion and serve a diverse community where nearly 40% of residents represent various cultural backgrounds, Grand Island implemented GOGov's citizen request management platform. The Grand Island Connect app now serves as the city's "ultimate answering machine," enabling residents to quickly report issues while giving staff powerful tools to track, route, and resolve requests efficiently. This case study explores how Grand Island uses technology to maintain responsive, transparent service delivery despite significant population growth.

About the City of Grand Island

The City of Grand Island, Nebraska, has recently reached metropolitan status, now home to over 50,000 residents. As the city grows, so too has the need to adapt to its community's evolving needs.

According to Spencer Schubert, Communications Manager, Grand Island is a vibrant, ethnically diverse community, with nearly 40% of residents representing a variety of cultural backgrounds.

The city takes pride in fostering inclusive, accessible communication while keeping pace with its expanding population and dynamic community needs.

The Challenge That Brought Grand Island to GOGov

Grand Island needed a platform that would allow residents to easily reach the city about any issue, big or small. From concerns about a neighbor's overgrown lawn to reports of suspicious activity, the city wanted a system that could provide quick, direct communication with the appropriate department.

"GOGov has given our residents the chance to voice their concerns quickly and receive a timely response from the applicable city department," said Spencer Schubert, Communications Manager.

While Schubert inherited the platform upon becoming Communications Manager, he noted that GOGov had clearly distinguished itself through its intuitive design and affordability, winning the city over during the initial demonstration.

Current GOGov Usage

Through the loicla government app, Grand Island Connect, the city utilizes GOGov's Citizen Request Management. Residents can submit service requests, report issues—like potholes, animal control concerns, or code violations—and city staff can track, assign, monitor, and resolve these requests efficiently.

Any time the city receives a phone call about an issue, staff inputs the concern into GOGov's interface, which is immediately routed to the responsible department. This has streamlined daily operations, making it easier to handle high volumes of service requests accurately and efficiently.

Improved Response Times and Transparency

"GOGov has helped us handle citizen service requests faster and with more transparency, improving resident satisfaction and overall code compliance," said Spencer Schubert, Communications Manager.

Enhanced Code Enforcement Capabilities

The platform has also allowed the code enforcement team to track, map, and issue notices more effectively using GOGov's code enforcement tools, ensuring more violations are resolved in a timely manner.

Tracking Results & Looking Ahead

Grand Island primarily tracks how quickly service requests are fulfilled. GOGov not only routes requests to the appropriate department but also helps hold staff accountable, as each unresolved item contributes to a measurable delinquency duration. This feature encourages timely responses and ensures community needs are addressed efficiently.

Looking ahead to 2026, the city plans to deepen its focus on communications across all services, identifying areas for improvement while continuing to rely on GOGov as a central tool. The city also plans to explore GOGov's newer features to see how they can further enhance service delivery.

"GOGov already plays a vital role as the ultimate answering machine for our community, and we're excited to see how future updates can help us serve residents even better," said Spencer Schubert, Communications Manager.

Advice to Other Municipalities Considering GOGov

For growing cities like Grand Island, GOGov provides an intuitive and efficient way to manage citizen requests and maintain strong communication with residents.

"If you're looking for a solution that keeps up with the demands of a growing population, GOGov is for you," said Spencer Schubert, Communications Manager. "Our community is expanding by thousands each year, and GOGov hasn't blinked in keeping up with our citizens' needs."

Grand Island's experience shows how a dedicated platform can streamline operations, improve transparency, and enhance resident satisfaction—even as population and service demands continue to grow.

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 Grand Island 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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