During the recent Amarillo City Council Workshop, discussions centered on the evolution and expansion of the My Amarillo call center, which has transitioned from a utility customer service hub to a more comprehensive support system for various city departments. This shift reflects the growing demands on city services and aims to enhance operational efficiency.

The My Amarillo team is currently managing a significant volume of calls, with approximately $2.1 million in revenues generated, primarily from utility billing. Of this, about $1.5 million is directly linked to water and sewer services. The remaining funds are allocated to support other departments through the general fund, including planning and animal management welfare calls, which have been offloaded from the Amarillo Emergency Communications Center (AECC).

The meeting highlighted the challenges faced by the AECC, particularly in managing non-emergency public safety calls. The My Amarillo team is set to take on these calls, which is expected to alleviate some of the strain on AECC staff, who have historically struggled with staffing shortages and excessive overtime. This transition aims to create a more balanced workload for employees and improve service delivery to the community.

Jennifer Gonzalez, who leads the My Amarillo team, emphasized the importance of establishing a career ladder within the call center operations. This initiative is designed to attract and retain talent by providing clear progression opportunities for entry-level call takers, which could help mitigate staffing challenges in the long term.

Overall, the discussions at the workshop underscored the city's commitment to improving service efficiency and employee satisfaction, while also addressing the growing needs of Amarillo's residents. As the My Amarillo call center continues to evolve, its impact on city operations and community engagement will be closely monitored.