SURPRISE, AZ( September 10, 2008 ) In an innovative move to improve customer service, the city of Surprise is embracing a new, easy way for residents to let the city know their needs.

It is called 222-CARE, a direct phone line to City Hall to request a service or report a problem, from pothole repair to overgrown weeds to downed road signs. Combined with an online 222-CARE do-it-yourself request form, the concept brings customer service to a higher level than ever, according to City Manager Randy Oliver.

“It couldn’t be easier,” Oliver says. “Just call 222-CARE. On the other end of the line is a live person who will take down your information, and get the ball rolling.” The information will be routed to the appropriate department for response.

Residents can also click the 222-CARE banner on the city web site, www.surpriseaz.com. “You fill in a few basic questions about the nature of the problem, where it is, how we can get hold of you if we need to, and that’s it,” Oliver says. “Whether you call or use the online system, you get a tracking number to follow the progress of your request.”

Oliver says 222-CARE reflects the Surprise commitment to openness and service. “The leadership of the mayor and council is all about access to your government, and this is a great example,” Oliver says. “It is a simple way to let us know about what you need.” The city can stay on top of neighborhood issues and concerns by learning about them as soon as possible, he adds.

With the slogan “Find info. Order city service. Right now,” the 222-CARE choice of person-to-person contact or high tech online reporting makes access to City Hall easier for every Surprise resident, Oliver says.