Lowndes County 911 has implemented a new text messaging system to gather feedback from residents following non-emergency interactions. This initiative is part of the agency’s Quality Assurance Program, aiming to enhance communication and improve service quality.

The new system, called PowerEngage, sends automated text messages to residents hours or days after their call for service. These messages contain a survey where individuals can rate their experience, provide comments, or even thank the 911 telecommunicator.

Director Tonya Davis explained that the tool mirrors practices used in the private sector, where automated messages are often sent to customers to request feedback. “We expect that this new solution, PowerEngage, will drastically enhance communication and feedback with the citizens we serve,” Davis said.

Residents who receive a survey via text can choose to participate or opt out by replying STOP. For those who did not receive a text but wish to provide feedback, an online survey link is available on the department’s website.

It is important to note that the surveys are intended solely for feedback and cannot be used to report emergencies or criminal activities. Residents should continue to dial 911 in such situations.

The program also has the capability to send notifications during significant storm events or other emergencies, ensuring residents stay informed.

Lowndes County is one of the first in Georgia to adopt this system, reinforcing its commitment to improving community engagement and service delivery.