From disconnected to fully aligned, Sun ‘N Lake Improvement District is proving how technology can bring a community closer together. By adopting GOGov Citizen Requests Management (CRM), they’ve empowered their residents, improved internal collaboration, and set a high bar for service delivery in special districts.
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Their journey is a great example of how listening to your residents—and giving them the tools to speak up—can transform an entire organization. And make sure to check out part 1 of our customer spotlight with Sun 'N Lake.
About Sun ‘N Lake Improvement District
Located in Highlands County, Florida, Sun ‘N Lake Improvement District is a unique and thriving special district known for its resort-style amenities, active community, and dedication to quality public service. Home to over 13,000 residents—more than neighboring cities Sebring and Avon Park—the district provides critical services like potable water, wastewater management, public works, code enforcement, and recreation.
Sun ‘N Lake sets itself apart by offering an “amenity-style” experience, with a golf course, clubhouse, swimming pool, dog park, and an on-site restaurant called The Island. As IT Director Cameron Wilbur puts it, “We want to be like Disney—but for a special district.” That mindset of elevating service and experience is what led them to expand their partnership with GOGov by implementing GOGov Citizen Requests Management (CRM), a CRM platform that’s transforming the way they work and serve their community.
Why GOGov Citizen Requests Management/311?
Before GOGov Citizen Requests Management (CRM), communication between residents and staff was fragmented. Issues were reported by phone, email, or even by stopping a staff member in the parking lot. Not only did this result in delays, but residents often felt unheard—especially if the issue required coordination across departments.
Cameron Wilbur, IT Direcotr, saw an opportunity to solve multiple pain points with one system.
“Residents felt there was no real way to connect with us,” said Wilbur. “Whether it was a code complaint or something as small as an overgrown bush, we needed one central place for it all—and a better internal system to track it.”
GOGov Citizen Requests Management (CRM) became that solution. Now, residents can easily submit requests through their mobile app Sun ‘N Lake Connect, or through their website. Whether it’s reporting a streetlight outage, a pothole, a noise complaint, or requesting water service, the form is user-friendly, mobile-accessible, and categorized by department.
Internally, GOGov Citizen Requests Management (CRM) serves as a cross-departmental ticketing system. When a ticket is submitted—either by a resident or a staff member on their behalf—it’s automatically routed to the appropriate team. For example:
• A broken sprinkler head in a public park goes directly to the Recreation team.
• A water shut-off request routes to the Utilities department.
• A trash pickup issue reaches Public Works.
“This eliminated the ‘radio tag’ that used to happen between departments. Now there’s a ticket. It’s trackable. It’s assigned. And it gets resolved faster.”
Real-World Results & Impact
Since launching GOGov Citizen Requests Management (CRM), Sun ‘N Lake has seen a measurable difference in operations and resident satisfaction. One of the biggest impacts? A drop in repeat complaints.
“We used to get the same call five or six times from the same resident because they never knew what happened,” Wilbur shared. “Now, that resident gets updates through the CRM—so they know we’re listening and responding.”
Another major improvement is the ability to close the loop. Residents who submit requests receive automatic status updates—when the ticket is received, when it’s in progress, and when it’s resolved. Even if a staff member creates the ticket on the resident’s behalf over the phone, the system still keeps them informed.
This has increased trust, transparency, and freed up staff time. Instead of fielding status calls, departments can focus on actual work.
“The CRM isn’t just making life easier for residents—it’s letting our code officers and utility workers spend more time in the field and less time behind a desk.”
GOGov Citizen Requests Management (CRM) also plays a key role in tracking frequent or high-priority issues. For example, if multiple residents report the same property as a code violation, the system flags that as a priority. If water turn-offs spike in a certain neighborhood, Utilities can quickly investigate a systemic issue.
Data That Drives Decisions
Cameron comes from an IT background, so he naturally looks at performance through metrics. One of the most valuable KPIs he’s tracking is the reduction in repeat tickets and follow-up calls—a sign that tickets are being fully resolved the first time.
“We call them ‘one-touch tickets.’ It’s the gold standard. A resident reports something once, and we fix it without them needing to follow up again.”
GOGov Citizen Requests Management (CRM) reporting tools also help identify trends, repeat offenders, and staff performance. From improving beautification initiatives to adjusting enforcement strategies, Sun ‘N Lake is now making smarter, data-informed decisions.
Growing with GOGov
The benefits of GOGov Citizen Requests Management (CRM) extend far beyond daily operations. The platform supports Sun ‘N Lake’s long-term goals, including:
• Community Growth: Faster permitting through GOGov Online Permitting and CRM coordination supports new construction and development.
• Beautification & Safety: CRM helps prioritize issues that impact public perception and quality of life—like overgrown lots or street hazards.
• Resident Relationships: Improved communication leads to stronger community trust and engagement.
And when paired with GOGov Citizen Notifications, the district’s messaging system, Cameron says they now have a full-circle communication loop—from issue reporting to status tracking to important alerts.
“GOGov Citizen Requests Management (CRM) increased our ticket volume by nearly 400%—but it’s all work that needed to be done. We’re just finally seeing it and responding to it.”
Advice to Other Districts looking at GOGov
Cameron’s biggest advice for other districts considering GOGov?
“You’re not just getting a platform—you’re getting a partner. Our Customer Success Manager, Mel, is what I call my ‘handler.’ He answers every question, helps troubleshoot, and is always available. That level of support makes a huge difference.”
“And the platform itself is flexible. We’ve looked at building our own systems or using other vendors, but GOGov’s integration and modular design made it a no-brainer.”
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 Sun 'N Lake Improvement District 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.
Interested in learning more? Sign up for a demo with the GOGov team today.
