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Santa Monica Honored with Citizen-Engaged Community Designation by the Public Technology Institute

DATE: October 26, 2011

Jory Wolf
Chief Information Officer

Santa Monica has been designated a Citizen-Engaged Community by the Public Technology Institute. This award recognizes Santa Monica’s use of web, telephone, and mobile technologies to connect residents, businesses, and guests with city services. Santa Monica is the only city of its size to receive this designation for the two-year period 2011-13.

PTI’s Citizen-Engaged Communities Designation Program challenges local governments to achieve high standards in citizen participation, seamless service delivery and democratic accountability. The centerpiece of Santa Monica’s application was the city’s use of a centralized customer relationship management system called Government Outreach, or GO system. Using GO, residents can report issues, request a service or find more information about an array of city services through the website or a mobile app available for iPhone® and Android™. A complete list of services can be found at  

Seamless to the end user, the GO system routes information input by users of the web portal or mobile applet or by city operators to the responsible department. Once submitted, users are provided with an incident ID number and can track the status of requests through to completion. The city expects to add new services and features to the GO system.

The award also recognizes the larger network of information channels through which the city shares information about government and community services. The city offers over 80 Facebook pages, Twitter feeds, blogs and other news feeds. The latest incarnation is, where people can register to receive information on what to do in an emergency, and other topics of their choice.

PTI is a national, non-profit research organization focused on technology and policy trends impacting local governments. It created the Citizen–Engaged Communities Designation program to recognize excellence in multi-channel contact centers and best practices for use of Citizen Relationship/Records Management systems, 311 systems, web portal technology, telephony systems, and mobile communications infrastructure.

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