| ITEM #: 12. DATE: 08/31/2026 AI #:3444 |
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CITY COUNCIL ACTION REPORT
| SUBJECT: | ORDINANCE CREATING A CUSTOMER SERVICE & INNOVATION DEPARTMENT |
| STAFF PRESENTER(S): | Bryan Langley, City Manager |
SUMMARY
Staff is seeking Council approval to create a new Customer Service & Innovation Department.
STRATEGIC PLAN ALIGNMENT
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RECOMMENDATION
Adopt Ordinance No. 2026-1653 Amending Goodyear City Code Section 3-1-5 (Department Heads) creating a Customer Service & Innovation Department; providing for corrections, severability and declaring an emergency. (Bryan Langley, City Manager)
FISCAL IMPACT
The creation of the Customer Service & Innovation Department requires no additional Full Time Employee (FTE) count as we propose repurposing a vacant Deputy City Manager position. By repurposing a Deputy City Manager vacancy to the Director of Customer Service & Innovation position, the change will be cost neutral.
BACKGROUND AND PREVIOUS ACTIONS
The new Customer Service & Innovation department will elevate the focus on customer service across all city customer-facing functions with a primary focus on:
- Evaluating a centralized 311 customer service model, including a call center to complement the 311 application.
- Improving how customer calls and requests are tracked, measured, and resolved.
- Addressing customer communications to improve the consistency of the overall customer experience
- Expanding innovation and continuous improvement efforts to improve service delivery.
STAFF ANALYSIS
In evaluating the organizational structure and service delivery of the city of Goodyear, staff considered the increasing importance of customer-centric operations and the need for continuous innovation to meet the evolving expectations of residents and stakeholders. As our community grows and the complexity of service requests expands, it is essential to elevate the focus on customer service across all city customer-facing functions.
Staff recommends the creation of a Customer Service & Innovation Department, which will centralize and enhance the city’s approach to customer engagement. This strategic move is designed to strengthen the city’s commitment to exceptional customer service and foster a culture of innovation that benefits all residents.
In accordance with Article IV of the City Charter, the creation of new departments requires City Council approval per Ordinance No. 2026-1653, included as Attachment A.
Staff recommends the creation of a Customer Service & Innovation Department, which will centralize and enhance the city’s approach to customer engagement. This strategic move is designed to strengthen the city’s commitment to exceptional customer service and foster a culture of innovation that benefits all residents.
In accordance with Article IV of the City Charter, the creation of new departments requires City Council approval per Ordinance No. 2026-1653, included as Attachment A.