Tempe says 3-1-1 met targets for response and plans CRM, chat testing

Tempe officials reported that the city’s 3-1-1 customer service center has consistently met or exceeded its internal performance targets and will roll out a new customer-relationship system aimed at improving self-service and chat options.

At a City Council work study session on April 10, Tanya Chavez, Mayor and Council chief of staff, introduced the update and turned the presentation over to Kim Mancayo, Tempe 3-1-1 supervisor. Mancayo said the team has met three city performance measures for at least five years: single-point-of-contact resolution (target >=75%), caller wait time (target <=60 seconds for 90% of calls) and email response (respond to inquiries within 1 business day for 90% of inquiries). Mancayo said the five‑year averages are 83% for single-point resolution, 96.8% of phone calls answered within 60 seconds and 96.4% response for emails.

Mancayo describe…