Workforce Mobile Connects Buckeye Residents With Parks
Organization Profile
- Industry: Municipal
- Location: Buckeye, Arizona
- Number of Employees: 950
- Population: 120,000
- Tyler Client Since: 2014
- Tyler Products Used: Enterprise Asset Management, Enterprise ERP, Enterprise Permitting & Licensing, Enterprise Service Requests, My Civic, Notify, Payments, Cashiering, Content Manager
A growing community of more than 120,000 residents nestled in Maricopa County, Arizona, the city of Buckeye is the state’s second-largest city by land and the largest by planning area. Between its booming population and location in the Sonoran Desert, the city faces several challenges when it comes to managing infrastructure concerns.
To address these challenges the city, which uses Tyler’s Enterprise Asset Management suite, optimized use of Tyler’s Workforce Mobile and My Civic mobile apps to improve response times, transparency, and efficiency for both city workers and citizens.
The Buckeye Parks & Recreation Department, which ensures the quality and safety of facilities and programs, leveraged Enterprise Asset Management’s interactions with Workforce Mobile and My Civic to meet the following challenges:
- Limited resident engagement: Residents were only able to submit requests via a web form on the city’s website.
- Inefficient workflow: Resident requests went to a centralized inbox, which would need to be manually reviewed with individual requests being sent to appropriate departments to be added to their own decentralized, manual work order tracking system.
- Manual tracking: The manual work order tracking process made it difficult to track work order progress and resource allocation.
To address these challenges, the city turned to Tyler’s Enterprise Asset Management suite integrated with Tyler’s Workforce Mobile and My Civic mobile apps to improve response times, transparency, and efficiency for both city workers and citizens.
Empowering the City and the Community to Make and Respond to Requests
Tyler’s Enterprise Asset Management solution connects financial, permitting, and client-based data throughout organizations to streamline work processes and quantify the value of assets. To optimize workflows, Workforce Mobile updates Enterprise Asset Management data to keep office staff informed with real-time updates from technicians in the field.
Workforce Mobile gives staff members the power to respond to and resolve issues reported in real-time. From their phone or tablet, staff can update issue status, assign issues to staff members, add notes, or request more information from the original submitter. Staff can also take pictures of the issue for tracking purposes.
For community members, My Civic is a comprehensive, customizable mobile app that connects residents, visitors, and business owners with government departments, allowing them to do business with the city anytime, from anywhere. The city’s app, YourBuckeye, provides access to backing Tyler applications such as Enterprise Service Requests for non-emergency needs, Enterprise ERP to make utility billing payments, and Enterprise Permitting & Licensing for online permitting.
“We selected Tyler’s Workforce Mobile and My Civic solutions for their ability to integrate seamlessly with our existing systems and provide real-time updates,” said Mark Bianco, Buckeye’s parks manager. “The mobile functionality allowed our team to access and manage tasks on-site, while My Civic empowered residents to report issues and track resolution progress.”
The mobile apps addressed the challenges of the city’s sprawling footprint of 640 square miles. With its My Civic and Workforce Mobile apps deployed, the city has already seen a 30% reduction in work order resolution times, along with a 15-hour weekly savings in administrative tasks.
“We’re very spread out, very sporadic, and we don’t have the infrastructure,” said Julian Garcia, IT applications manager. “With other applications that we’ve used in the past, they would have to hand-write, go somewhere that had internet, log in, and then do their work.”
However, with Workforce Mobile, the user can update work orders in the field, even without cellular service.
With My Civic, residents can submit requests and track progress in real time. This includes requests concerning the repair of city facilities such as a park ramada (a roofed structure for gatherings). For example, if a resident sees a ramada that needs to be cleaned, the resident can enter the request through My Civic. This request triggers the creation of a work order in Workforce Mobile, which is then assigned and tracked. The resident who entered the request can then follow the status of the work order through completion in My Civic.
The experience honestly has been great. Just putting that app into the residents’ hands allows them to put something in on the fly and then have it transition right to the hands of the field worker. That’s great because it’s just a seamless experience.
Robert Bridget
Business Analyst, City of Buckeye, Arizona
Reduced Repair Times and Increased Engagement
“Residents can report issues through My Civic, and Workforce Mobile triggers the work order in real time, prioritizes it, and addresses it quickly,” Bianco said. “This integration has reduced repair times by nearly 50%.”
With the aid of employee feedback, hands-on training, and ongoing support, the city ensured its residents and employees would be prepared to embrace the solutions when they were deployed.
“The experience honestly has been great,” said Robert Bridget, Buckeye’s business analyst. “Just putting that app into the residents’ hands allows them to put something in on the fly and then have it transition right to the hands of the field worker. That’s great because it’s just a seamless experience.”
Bianco sees the investment in Tyler as an investment in Buckeye’s future: “Investing in technology like Workforce Mobile and My Civic isn’t just about improving operations — it’s about building stronger connections with the community and creating a foundation for sustainable growth.”