In today's rapidly evolving digital landscape, municipal utility districts face unprecedented challenges in maintaining effective communication with their growing communities. For residents in Cypress, Texas, one organization has emerged as a beacon of innovation in municipal service delivery: the BWA.

As Texas continues to experience explosive population growth, particularly in master-planned communities, the demand for efficient, transparent, and responsive municipal services has never been higher. BWA, representing seven Municipal Utility Districts (MUDs) and two Water Control & Improvement Districts (WCIDs), recognized this challenge early and took decisive action to modernize their communication infrastructure.

This case study explores how BWA successfully transformed their resident communication strategy, moving from chaotic social media-dependent interactions to a streamlined, professional digital platform that has revolutionized service delivery across their districts.

About BWA

BWA is a non-profit organization currently representing 7 MUDs (Municipal Utility Districts) and 2 WCIDs (Water Control & Improvement Districts) in a master-planned community located in Cypress, TX. BWA was created as a communication hub for these MUDs and WCIDs and the public they serve. A MUD’s primary purpose is providing water, sewer, and drainage services as well as residential garbage and recycling services within its boundaries.

What was the challenge that led BWA to GOGov?

BWA, a collection of multiple Municipal Utility Districts (MUDs) in one of Texas’s fastest-growing communities, recognized the importance of formalizing communication with the residents it serves. This motivated BWA to adopt GOGov’s Citizen Notifications and Citizen Requests Management products. By establishing official communication channels, BWA ensures consistency across its districts and maintains a level of service that meets the community’s expectations and needs.

Understanding that communication is a two-way process, BWA not only focuses on educating and informing residents but also prioritizes providing a platform for residents to voice their concerns and feedback. This enables the district and its service providers to address individual needs in real-time, fostering a more responsive and effective interaction.

Previously, communication relied heavily on social media community pages, which often led to chaotic and ineffective outcomes. By shifting to more structured communication methods with GOGov’s Citizen Notifications and Citizen Requests Management Solutions, BWA aims to create a more organized system that facilitates positive outcomes and progress for the entire community.

How is BWA using Citizen Requests Management and Citizen Notifications?

BWA leverages GOGov's Citizen Request Management and Notifications to streamline service delivery and communication with residents. Through this system, requests related to water, sewer, and trash services are promptly directed to local service providers, ensuring efficient handling. The BWA board actively monitors these requests, verifying that they are addressed in a timely manner, which helps enhance overall service quality.

For trash services, residents can easily contact local dispatch to report issues such as missed pick-ups. Additionally, BWA uses Citizne Notifications to keep residents informed about any upcoming changes to trash collection schedules. The platform is also utilized to communicate planned maintenance for water services, ensuring residents are notified in advance—minimizing inconvenience and maintaining transparency.

BWA Measuring Success With GOGov

BWA has seen significant improvements in community feedback since adopting GOGov. Board member Christian Carroll highlights the impact:

“Our biggest measures of success are seen on social media.  Water outages or trash service issues had often been complained about on social media pages.  Those are almost nonexistent.  In some cases when residents do post about an issue, we have other residents defending the vendors and reminding others that notifications were sent ahead of time.” -Christian Carroll, Board Member

The introduction of the "BWA Connect" app has further enhanced service levels, particularly in trash management.

“We would have multiple missed pickups in a week and thankfully that has dropped significantly to one or two a month. Mostly now it is issues with broken carts, which again are now replaced in a timely manner.” – Christian Carroll

Future Plans for BWA

As a rapidly growing community, averaging 70 new homes each month, BWA remains committed to maintaining and enhancing the quality of services it provides. The agency aims to continue leveraging GOGov’s innovative solutions to ensure efficient communication and service delivery. BWA also plans to actively engage with new residents, keeping them informed about the exceptional amenities and services available in their community. By focusing on continuous improvement and community engagement, BWA strives to meet the evolving needs of its residents while fostering a connected and well-served community.

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 BWA 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.

‍