Scottsdale has introduced a new Constituent Services Team to streamline how residents access city services and support. The initiative combines ScottsdaleEZ, the City Call Center, and a group of constituent liaisons into one unified service model.
The city reports that since May, the team has managed over 350 cases, resolving 90% within two weeks. Each month, about 60 new cases are addressed, ranging from traffic inquiries to complex issues that require coordination across departments.
The program is designed to provide residents with a single point of contact for questions and service requests. It aims to save time by coordinating directly with city departments on behalf of residents and offers what officials describe as “concierge-level” support for complicated or sensitive community concerns. Staff keep residents informed with timely updates and clear next steps. Weekly reports are sent to the Mayor, City Council, and city leadership to highlight trends and areas of concern.
City Manager Greg Caton commented on the launch: “Our goal is to make every interaction with the city as easy and helpful as possible. The Constituent Services Team ensures residents have a single, trusted place to turn for answers. It strengthens transparency, builds trust and reflects our commitment to providing simply better service for our world-class community.”
Beyond handling calls and online forms, staff also meet with residents in person at various locations around the city. They engage with community groups and help manage cases involving multiple divisions. The team also oversees Scottsdale’s Mediation Program, which helps neighbors resolve disputes through a neutral process.
The Constituent Services Team represents an expanded approach intended to connect departments more effectively and ensure all resident concerns are addressed.
More information can be found at ScottsdaleAZ.gov by searching “get help.”
