Seeking to improve service delivery and operational efficiency, the City of Goodlettsville, TN launched Project ‘072, a citywide initiative focused on operational efficiency, digital accessibility, and resident engagement. At the heart of the effort were two connected solutions: Process Automation and Digital Services and the relaunch of SeeClickFix 311 CRM as CityFix, creating a more responsive and transparent experience for both residents and city staff.  

Using CivicPlus® Process Automation and Digital Services, the City replaced paper forms, manual approvals, and lengthy email processes with streamlined digital workflows. Mobile-friendly forms now support both public-facing services and internal operations, allowing residents to complete applications, submit documents, and access city services online while helping staff process requests more efficiently. Rather than introducing sweeping changes all at once, Goodlettsville adopted a phased approach, seamlessly replacing outdated forms and workflows as new solutions were deployed.  

The City also reintroduced SeeClickFix 311 CRM as CityFix, a centralized platform where residents can report concerns such as potholes, missed trash pickup, sidewalk repairs, property maintenance issues, and ADA accessibility concerns. Requests are automatically routed to the appropriate staff, and residents can track their status from acknowledgement through completion, providing greater visibility into how the City responds to community needs.  

The results demonstrate the initiative’s broad impact. Goodlettsville established 10 departmental Process Automation and Digital Services environments, deployed 169 digital forms, and processed more than 12,455 submissions during the first year of implementation. Since the CityFix relaunch in July 2025, residents have submitted more than 1,500 service requests through the platform, improving communication while giving staff more efficient tools to manage and track responses.  

By combining digital optimization with transparent resident engagement, the City of Goodlettsville created a more convenient and connected government experience while fostering a culture of continuous improvement across city operations. The initiative demonstrates how thoughtful modernization can strengthen public service, improve operational efficiency, and build trust with the community.