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Reporting potholes has never been easier

Matthew Lane • Apr 15, 2018 at 2:00 PM

KINGSPORT — If you’re looking for a quick and easy way to report a pesky pothole to the city, all you have to do is whip out your phone and snap a picture.

But first, make sure you download the YourGOV app from the app store. Then you’ll be good to go.

Created by Iowa-based Cartegraph Systems Inc,, YourGOV allows citizens to report non-emergency problems and submit requests to local governments directly from a smartphone, tablet or browser.

The app also allows you to track the progress of the issue, from submission to completion, plus you can view issues submitted by others in your community and track the status of those problems as well.

GOING DIGITAL

Kingsport’s work order system transitioned from paper to digital about two to three years ago. Last year, the city announced it was onboard with the YourGOV app, thus allowing Model City residents to log on and report issues directly from their phone.

“It allows us to remove the interaction of calling in, writing a note, handing it to a supervisor, creating a paper work order, administering it and then logging it,” said Assistant City Manager for Operations Ryan McReynolds. “Instead of paper assignments ... it’s done digitally and we’re able to track the effort geographically.”

Another key benefit of the app is folks don’t have to call the city’s switchboard and be transferred to a department where a staffer has to take notes. It’s much more efficient, McReynolds said.

HOW IT WORKS

Once you load the YourGOV app, you’ll see a map of where you are. Hitting the + symbol at the bottom of the screen brings up a list of more than a dozen possible issues, including drainage, garbage, graffiti, pothole, streetlight and tree.

Say you want to report a pothole. Just select “pothole” from the menu and click on the camera icon. You can take a picture or choose an existing photo. Then type in some details about the pothole and hit “submit.” Piece of cake.

You can make requests anonymously, or if you register with YourGOV, McReynolds said you’ll receive notifications about the progress of your issue.

BY THE NUMBERS

The top three issues reported to the city through the YourGOV app have been potholes, drainage and streetlights. In the last six months, McReynolds said, 82 requests for service have come through the app, which is about 14 percent of all requests made to the city.

“We’re still getting a lot of people calling in,” McReynolds said. “Anytime someone tells me of an issue, I pull up the app on my phone and show them how they can enter it themselves.”

Because that’s the goal: to get more people to use the app, McReynolds said. It’s quicker and easier than calling the city, plus if you register, you get progress updates, such as when the pothole is filled or when the streetlight is repaired.

“It just makes a closer connection between the public and the work being done,” he said.

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