Midway City Sanitary District, a special district in California, launched GOGov’s Citizen Requests Management/311 in January 2025. Since then, they have been actively utilizing the platform to improve their service request management and internal operations.

About Midway City Sanitation

Midway City Sanitary District, located in Orange County, California, provides essential residential trash and sewer services to the communities of Westminster and Midway City. As one of the last remaining in-house residential trash service providers in the state, the district takes pride in maintaining full control over its operations—offering a rare level of responsiveness and local care. In addition to managing residential trash pickup, the district oversees the collection and maintenance of sewer lines across several communities, ensuring clean and reliable infrastructure for thousands of residents.

What Was the Challenge That Led Midway City Sanitation to GOGov?

Before implementing GOGov, Midway City Sanitary District’s front office was managing an overwhelming 80 to 100 phone calls per day from residents. Requests ranged from bulky item pickups and mattress drop-offs to event questions and missed trash collections. With so many service types and touchpoints, each staff member was individually logging calls into separate Excel spreadsheets.

“That’s not the end of the world,” Ashley Davies, Director of Services and Program Development, explained, “until you realize there are four other people doing the same thing—and none of the spreadsheets talk to each other.”

At the end of every day, these individual call logs had to be manually combined by the front office to create a single driver log for the next day. It was time-consuming, inconsistent, and left room for human error, especially when staff were out of the office or covering for one another.

It became clear that the district needed a centralized, real-time solution to streamline internal communication and improve customer service.

“We were just losing too much time and too much information,” Ashley said.

After asking around in the special district community, Ashley was introduced to GOGov by a peer and was able to see the platform firsthand.

“She walked me through a live demo and showed me how she logged a call in real time. I was like, that’s it? That’s all you had to do?”

Impressed by the platform’s simplicity and flexibility, the district scheduled their own demo with GOGov’s sales team. After exploring a few different vendors, they kept returning to GOGov.

“It was the one that made the most sense for our needs—and it was easy to use and manipulate to work the way we wanted.”

Within a short time, Midway City Sanitary District knew they had found the right fit.

How is Midway City Sanitation using GOGov today?

Midway City Sanitary District launched GOGov’s Citizen Requests Management/311 in January 2025 and has been actively using it to improve internal operations and prepare for future public app adoption. Key highlights include:

• Internal Service Request Management:
  
  • Staff log and track 80 to 100 customer calls daily directly in the CRM.
  • Request details are updated in real time, with a full service history available by address.
  • This accessibility helps staff quickly identify repeat requests and manage service limits.
• Customer-Facing App:
  
  • The district offers a mobile app called Midway City Sanitary District for residents to submit service requests.
  • Plans are in place to promote the app more widely to residents, especially to engage younger generations who prefer digital communication.
• Reporting and Operations:
  
  • The system generates daily driver logs and categorizes service tasks (e.g., replacement of blue, green, and black containers).
  • Board inquiries are answered quickly with accurate reports generated by a few clicks.
  • Billing accuracy is enhanced by tracking container additions or removals linked to service requests.
• Team Collaboration and Continuity:
  
  • Any team member can access the CRM/311 to assist customers, preventing disruption when key staff are absent.

“Everything’s in one place, and anyone can pick up where the front desk lead left off,” said Ashley Davies, Director of Services and Program Development.

Future Plans for Midway City Sanitation

Midway City Sanitary District is using GOGov as a foundation for future digital transformation, including:

• Expanding public adoption of the Midway City Sanitary District app for easier, faster service requests.
• Equipping trash and sewer trucks with iPads to enable real-time request delivery directly to field crews, removing the need for printed logs.
• Introducing credit card payment processing.
• Balancing traditional phone-based service preferred by older residents with digital options favored by younger generations.

Ashley summed it up: “We’ve been around for 86 years, but we don’t want to operate like we’re 86. People still like calling us because we give great customer service, but if we can offer both options and do it well, that’s the best of both worlds.”

Advice for Other Special Districts Considering GOGov

Ashley Davies emphasizes the platform’s flexibility and encourages others to connect with current users to see it in action.

“Reaching out to other organizations and seeing how they use it functionally is a great way to understand if it’s the right fit.”

She also praised the GOGov team’s support throughout their journey.

“Everyone I’ve dealt with—from technical support to our rep, Mel—has been super helpful, kind, and down to earth,” Ashley shared. “There’s always been someone available to help with training, tweaks, and troubleshooting, which made the whole experience smooth, especially for staff who are sometimes hesitant about change.”

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 Midway City Sanitation, CA demonstrates the potential of our solutions to make a meaningful impact on local governments and specialdistricts 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.

Interested in learning more? Sign up for a free demo

‍