CASE STUDY: Longview, TX CREATING A DIGITAL 311 CITIZEN SERVICE PLATFORM The city of Longview, known for its sweet tea and ‘squeeze butter,’ is located in East T exas between Dallas and Shreveport, Louisiana, and has an estimated population of 80,500. Looking for ways to increase service to its residents, the Longview City Council initially investigated building-out and deploying a traditional 311 citizen service center. The City hired consultants to analyze the project’s feasibility and the resources required. But while the projected outcomes were positive, the council ultimately realized that a traditional citizen service center, based on agents answering live telephone calls, would be too expensive to be feasible. Not to be discouraged, Justin Cure, information services manager at

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