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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, met caller wait‑time targets for 96.8% of calls, and achieved a 96.4% response rate for email inquiries. She said the unit handles about 96,000 contacts a year, roughly 273 calls per staff member per day when fully staffed, and operates with seven full‑time employees.
The presentation noted Tempe 3‑1‑1 expanded service hours to Monday–Friday 7 a.m.–6 p.m. and weekends 8 a.m.–5 p.m., a 42% increase in service hours. Staff said weekend demand is substantial: between December 2023 and March (year not specified) the center received more than 3,400 weekend phone calls. Mancayo also said monthly phone volumes rose from about 2,800 in one February to roughly 5,700 in December.
City staff described planned technology changes intended to give residents more ways to contact the city. They said the new CRM is scheduled for rollout in January 2026, with a project kickoff in June, and will support features including a self‑service intake and a chat function to be tested. Council members asked about benchmarking against other cities and about preserving live‑answer service as the city tests automated tools. Councilmember Hodge asked how Tempe compares to other municipalities; Chavez said staff will evaluate that and provide the information later. Councilmember Keating and others urged that any chat or AI feature include a clear way for residents to reach a live representative and suggested showing expected wait times.
Council members praised the 3‑1‑1 performance and the expansion of hours but repeatedly stressed the value of retaining live human support even as automated options are added. Mancayo and Chavez said live answering remains a priority as new features are tested.
