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City launches TTX Connect call center; utilities propose metering and staffing expansions
Summary
The city unveiled a new citizen portal and call center app, TTX Connect, and utility staff outlined needs for metering expansion, additional utility billing support, and continued investment in the new customer service CRM and integrations.
Temple — City staff launched a new municipal customer‑service platform branded TTX Connect and asked the council to support continued investment in the program while also advancing utility metering and billing capacity.
The new program includes a mobile app and web portal that allow residents to report service requests, track status and view a knowledge base of frequently requested items. The team said the platform also supports live chat, a web chat widget that appears on all city web pages, and will add text‑message reporting in a future phase. Staff said the app and portal are integrated with a Salesforce‑based CRM that will route requests to departments and create service work orders.
On utilities, staff requested continued funding for the software and licensing to expand the CRM and to add customer‑service and utility billing capacity: an additional customer‑care coordinator, an additional utility billing specialist in FY27 and continued expansion of AMI metering to selected meters to improve usage visibility for large customers. Metering staff asked for a meter‑tech position and for managed meter‑reading services to scale with city growth.
TTX Connect already supports inbound phone chat, portal and app reporting; staff reported about 200 initial downloads after a soft launch and roughly 70 daily interactions across channels in the early rollout. Officials said the program will grow with outreach and additional channel additions (text reporting and improved dashboards to measure service metrics and response times).
Ending: Staff will return with usage reports and proposed dashboard metrics to help the council evaluate ongoing staffing and licensing needs as the program scales; no council action was taken at the retreat.
