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Tempe officials say 3‑1‑1 is exceeding service targets as city plans new CRM
Summary
City staff reported Tempe 3‑1‑1 has exceeded its performance targets for five years, cited rising call volumes and expanded hours, and announced a new customer relationship management system slated for rollout in January 2026.
Tempe officials told the City Council work study session that Tempe 3‑1‑1 has consistently met and exceeded its performance targets while handling growing call volumes, and that the city plans to roll out a new customer relationship management (CRM) system in early 2026.
At the work study session, Tanya Chavez, the mayor and council chief of staff, introduced Kim Mancayo, Tempe 3‑1‑1 supervisor, who presented the program’s metrics and recent changes. Mancayo said the 3‑1‑1 team has averaged an 83% single‑point‑of‑contact resolution rate over five years,…
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