Amarillo city officials are making strides to enhance citizen engagement and streamline city services through the implementation of a new call center system. During the recent City Council Workshop, discussions highlighted the introduction of several key positions aimed at improving communication and efficiency within city departments.

The city plans to add a lead position and two lead training coordinator roles to support the onboarding process for various departments. These positions will help create a structured flow of information, ensuring that citizens receive clear and accurate responses to their inquiries. The initiative aims to alleviate call volumes in certain departments, allowing employees to focus on more specialized tasks and improve overall service delivery.

The new call center, branded as "My Amarillo," is designed to collect data on citizen inquiries, which will enable city officials to better understand community needs and concerns. This data-driven approach is expected to enhance transparency and responsiveness in city operations. Officials noted that previous attempts to modernize the system faced challenges due to the complexity of existing processes, but recent advancements in technology have paved the way for a more efficient work order system.

In addition to the call center, the city is exploring options for citizens to report issues online, further enhancing accessibility and engagement. This comprehensive strategy reflects Amarillo's commitment to improving municipal services and fostering a more connected community. As these initiatives roll out, residents can anticipate a more responsive city government that prioritizes their needs and concerns.