A new department in the city of Greeley will help deliver an enhanced city website and a new non-emergency call center next month.
Though it was previously established in March with the appointment of Kylie Jackson as its director, Tuesday marked the first debrief and formal introduction of the new Department of Innovation and High Performance. Jackson presented to city council the department’s current focus as well as its overarching goal: serving as a cross-functional catalyst for innovation and improvement across the city.
“We want to make sure that we are encouraging and allowing other departments to work alongside us and try new things,” Jackson said. “We really want to be the ones leading the way and enabling that for them.”
The department will continue the city’s ongoing efforts to improve the customer experience residents receive from the city with the Content Management System Project. City officials hope to launch the project in July, delivering a new city website that will be easier for residents to navigate.
Launching with the website will be the city’s new non-emergency call center called Greeley 311, which will provide a centralized way to report issues and request city services. Through this call center, residents will be able to quickly report problems such as potholes and other city issues with just one call.
Following the launch of the new website, the city, with the help of this new department, will open a new utility portal in November designed to make managing water and sewer services easier and more convenient. The portal will replace the city’s current system with a more efficient and customer-friendly system to handle customer data for water, sewer and stormwater services, according to city staff.
“I’m excited because that system was not easy to figure out,” Councilwoman Melissa McDonald said.
The department will also be involved in managing complex city projects, implementing a standardization of project management tools.
Councilman Johnny Olson advised Jackson and his team to be thoughtful in that area, as it could be tricky to implement, Olson said — based on his experience as a former regional director for the Colorado Department of Transportation.
Olson continued to recommend that the department establish a steering committee to guide its operations. Chief Information Officer Bret Naber said the department will keep that in mind going forward, ensuring their projects align with both their own goals and the city council’s goals.
Residents will begin to experience the benefits of this department’s efforts in July, with the launch of the new city website and the soft launch of the call center. This will be followed by the launch of the new utility portal in November and a full launch of the non-emergency call center in February 2026.
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