Ada County Highway District, Idaho

In 2024, the Ada County Highway District (ACHD) introduced ACHD Connect, a new service request platform designed to improve how residents report concerns and track resolutions. Powered by our SeeClickFix 311 software and built in collaboration with CivicPlus and ACHD’s GIS team, the platform replaces an outdated system that relied on manual entry and limited interaction. The result is a transparent, responsive tool that reflects the expectations of today’s community.  

With ACHD Connect, requests are automatically routed to the correct internal team based on both issue type and location. This GIS-powered functionality has reduced inefficiencies, improved accuracy, and allowed staff to respond more quickly. Internally, the platform supports features like private comments, user tagging, and coordinated ticket management, replacing scattered email threads and phone calls with a unified workflow. Staff benefit from faster resolution times and a clearer process, while residents gain confidence that their concerns are being handled efficiently.  

Residents now have five easy ways to connect with ACHD: a mobile app, desktop portal, phone, email, or quick web form. Each request can be tracked from start to finish, and residents receive real-time updates on progress or resolution. This visibility not only reduces duplicate submissions but also builds trust by showing residents exactly how their concerns are being addressed.  

The platform’s launch was supported by a strategic media campaign, including a press release, launch video, and targeted social media outreach. ACHD Connect was featured at key local outreach events, such as Communications Connection and Neighborhood in the Know, to raise awareness among Homeowner Association members and community leaders.  

Before going live, ACHD invited frequent users to test and refine the system. Their feedback shaped a more user-friendly experience, giving residents ownership in the process and turning early testers into champions who promoted the platform within their neighborhoods.  

The impact has been significant. In its first months, ACHD Connect processed more than 1,500 tickets, with 72% receiving responses within two business days—compared to a 2.5-day average just to begin processing under the old system. Ticket closure times improved by half a day, and duplicate submissions declined. These efficiencies have reduced workload strain for staff while delivering faster, clearer communication to residents.  

For both staff and the community, ACHD Connect represents a commitment to transparency, responsiveness, and better government service. By combining location-based technology, streamlining workflows, and implementing proactive communication, ACHD has built a system that promotes accountability and strengthens public trust.