40,000 requests. 1,000 resident cases. One commitment to customer service.

Whether it's reporting a pothole, requesting graffiti removal or resolving a neighborhood concern involving multiple city departments, Scottsdale residents are getting help faster and more efficiently than ever before.

Over the past year, the city of Scottsdale has completed more than 40,000 ScottsdaleEZ service requests while its Constituent Services team has successfully managed and resolved more than 1,000 complex resident cases.

"Behind every number is someone who needed help and an opportunity for us to serve our residents," said City Manager Greg Caton. "These milestones reflect the dedication of employees across our organization who work every day to solve problems, improve neighborhoods and provide the high level of service our community expects."

For everyday concerns such as potholes, graffiti, missed trash collection, code concerns and other maintenance issues, residents can submit requests through ScottsdaleEZ, where they are routed directly to the appropriate department for action.

Some concerns, however, require more than a single service request.

When issues involve multiple departments, neighborhood concerns or referrals from the Mayor or City Council, Scottsdale's Constituent Services team serves as a single point of contact, coordinating responses across the organization and keeping residents informed throughout the process.

Before the team was established in 2025, residents with complex concerns often had to determine which departments to contact and follow up with each individually. Today, Constituent Services works behind the scenes to coordinate city resources, monitor progress and communicate with residents from start to finish, making the process simpler and more transparent.

The approach is delivering measurable results.

During its first year, approximately 74 percent of constituent cases were resolved within one business day, while nearly 99 percent were resolved within five business days. The median resolution time was approximately two business days, and the average resolution time remained about five business days despite a small number of unusually complex cases requiring extended review, permitting or other factors outside the city's immediate control.

Constituent Services works closely with Transportation and Infrastructure, Planning and Development Services, Police, Stormwater, Code Enforcement, Parks and Recreation, Solid Waste and other city departments to coordinate responses and resolve issues that cross organizational boundaries. The team also facilitates neighborhood meetings, onsite field reviews and collaborative discussions to address transportation, drainage, public safety and other community concerns.

As the program enters its second year, Scottsdale will continue expanding performance dashboards and reporting tools to identify service trends, improve response times and strengthen proactive customer service across the organization.

By the numbers

• 40,000+ ScottsdaleEZ service requests completed
• 1,000+ Constituent Services cases resolved
• 74% of constituent cases resolved within one business day
• 99% resolved within five business days
• Median resolution time: approximately two business days
• Average resolution time: approximately five business days

Need help?
Residents have several easy ways to connect with the city:

ScottsdaleEZ
Report potholes, graffiti, code concerns, missed trash collection and other routine service requests.

Constituent Services
For issues involving multiple departments or concerns requiring additional coordination, email.

City Call Center
Call 480-312-3111, 8 a.m. to 5 p.m. weekdays.