Scottsdale residents now have a faster, easier and more personalized way to get help from their city government.

The city has fully launched its new Constituent Services Team, a citywide initiative that brings ScottsdaleEZ, the City Call Center and a team of dedicated constituent liaisons under one umbrella. The goal is simple: make sure every resident can get an answer, find help, or resolve an issue quickly without getting bounced between departments.

And residents are already seeing results.

Since May, the team has handled more than 350 cases, resolving 90% within two weeks. They average about 60 new cases each month, working across city departments to troubleshoot everything from traffic questions and neighborhood concerns to complex, multi-step issues that require coordination behind the scenes.

Why this matters to residents

For many people, interacting with government can be confusing or time-consuming. Scottsdale’s new model aims to fix that by:

• Providing one front door for questions, service requests and problem-solving.
• Saving residents time by coordinating directly with departments on their behalf.
• Offering “concierge-level” support for complicated or sensitive community issues.
• Keeping residents informed, with staff who provide timely updates and clear next steps.
• Ensuring accountability, with weekly reports that highlight trends and concerns for the Mayor, City Council and city leadership.

City Manager Greg Caton said the program sets a new benchmark for public service in Scottsdale.

“Our goal is to make every interaction with the city as easy and helpful as possible,” Caton said. “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.”

Going beyond traditional service

The Constituent Services Team isn’t limited to phone calls or online forms. Staff regularly meet residents in the field or at city facilities, engage with community groups and help streamline cases that involve multiple divisions. They also oversee the city’s Mediation Program, which supports neighbors in resolving disputes through a neutral, voluntary process — often preventing issues from escalating.

Since its launch, the program has evolved into a citywide service model that connects departments, improves responsiveness and ensures no resident concern falls through the cracks.

Learn more at ScottsdaleAZ.gov, search “get help.”