Summary:

Nogales is a city of almost 21,000 population located on the southern border of Arizona.  Nogales has implemented InTouch™ eCRM equipped with the website module for citizen self-service.  Nogales Mayor Albert Kramer was looking for a way to improve the handling of citizen-initiated issues and service requests.  Due to its very high growth, Nogales needs a system to help manage the higher than normal amount of Streets and Public works related issues.  With InTouch™ issues can be easily recorded and dispatched to the correct person in the correct department without fear of it falling through the cracks.

For Immediate Release Juan Pablo Guzman
June 27, 2005 (520) 285-5613

                                    Mayor Announces Constituent Hot-line
                                          City To Institute Intouch System


Nogales, AZ -Mayor Albert Kramer, announced today that the “Nogales Intouch” system will begin to function in the City of Nogales on July 7, 2005 after concluding a month and a half tryout period.  “Nogales Intouch” is a program designed to facilitate government agencies in becoming more accessible to constituents.  With this new system constituents will be able to obtain information, ask questions, voice concerns, as well as present issues directly to the responsible party within city government.

The implementation of the first phase of the “Nogales Intouch” system contemplates the use of a hot-line, which will direct callers to a city representative.  When a constituent calls the hot-line the representative will ask him/her a series of questions, then the issue will be routed to the appropriate office.  Once the issue enters the system it will be monitored and escalated to a supervisor or manager if necessary.  It is important to note that throughout the process the constituent will be kept up to date on the status of the issue; however, some issues will be more complex than others and they could take a longer period of time to be resolved.  The Intouch hot-line will initially be available Monday through Friday from 8:00 A.M. to 5:00 P.M., and the phone numbers are (520) 285-5617, or (520) 285-5618.

Furthermore, this hot-line in no way is meant to replace the Emergency 9-1-1 number; therefore, for any emergency situation police, fire, or health please continue to use

9-1-1.  Additionally, for any concerns after regular business hours such as reporting a water break or no water service feel free to contact the Nogales Police Department at

(520) 287-9111.

"The City Council approved to purchase this system in an effort to improve the quality of the services provided by the City.  This is a great accomplishment, and it will place the City on the forefront of technological advances,” said Mayor Kramer.  He continued, “We will have a study session on July 6th, in order for staff and Council to have an opportunity to interact on how to accommodate the system for the use of each individual Council Member.  This administration is working diligently to provide services to our constituents in a more rapid manner, as well as making government services more accessible to the constituency.  I encourage everyone to use the “Nogales Intouch” system, and we will inform the public as soon as the other phases of the system are implemented.”

For more information, contact the Public Information Specialist Juan Pablo Guzman, at (520) 285-5613, or by email at jpguzman@cityofnogales.net