The City of Gadsden, Alabama

In 2023, the City of Gadsden undertook a major initiative to enhance community engagement and improve access to City services. Using the Municipal Websites and SeeClickFix 311 CRM solutions from CivicPlus®, the City updated its website to provide more accessible information, launched a new texting platform, and developed a custom-branded app called HeyGadsden. The app allows residents to report neighborhood issues directly to City officials, who then provide updates to residents until the issues are resolved. These changes stemmed from the “GROW Gadsden” plan, developed by extensive resident engagement, including over 2,000 participants in various meetings and surveys. The plan replaces a 45-year-old master plan and emphasizes a more clean and better maintained community.

The implementation of a Municipal Website and SeeClickFix 311 CRM solutions from CivicPlus significantly improved the civic experience in Gadsden by bridging the gap between residents and government officials. Prior to leveraging CivicPlus, limited options for communication led to declining trust in the City which had experienced consistent population decline since its peak in the 1960s. Once a regional hub for industrial innovation, several manufacturers had since shuttered their doors, resulting in loss of economic opportunity and leaving the community with a fading civic identity.

Now, increased transparency and direct engagement have enhanced trust and reliability in local government. The community has responded positively, with more residents participating in clean-up initiatives, serving on boards, and actively promoting the city of Gadsden, reflecting a strengthened sense of community involvement and partnership.