Pasadena’s Service Gateway for Residents Handles Over 10,000 Calls in October

The city’s central service hub processed more than 10,000 resident calls last month, with public works issues dominating citizen concerns, according to the latest activity report from Pasadena’s City Service Center, a division of the City’s Public Works Department.

The report reveals a robust demand for city services, with residents increasingly turning to digital channels alongside traditional phone communication. Of the 4,395 new service requests opened in October, the Center successfully resolved 3,820 cases, demonstrating an active response to community needs.

Kris Markarian, Acting Director of Public Works, reported Thursday that the City Service Center is the gateway to City services and all things Pasadena.

The October data shows the Center answered 10,147 calls with an average handling time of just over four minutes per interaction. Public Works dominated the department-specific requests with 2,873 cases, far outpacing other city departments.

The most frequent citizen concerns Centered on practical neighborhood issues, with bulky item pickup leading at 606 requests, followed by parking enforcement (591 requests), graffiti removal (570 requests), and abandoned trash items (345 requests).

The report highlights the evolution of the Center since its January 2014 launch, showing how it has become the city’s hub for residents, businesses, and visitors seeking information, service and support. The Center operates through multiple channels, including:

• A traditional phone line (626-744-7311)
• Email services (csc@cityofpasadena.net)
• A free mobile app (PasadenaCSC, available in app stores)
• Live chat functionality through the city’s website

The Call Center manages requests through web, mobile, and LiveChat applications, offering online self-service capabilities including service request initiation and Knowledge Base searching. Breaking down the methods citizens use to report issues:

• 40% rely on telephone communication
• 37% utilize the mobile app
• 22% access the online web portal
• 1% use other methods

The Center maintains standard business hours of 8 a.m. to 5 p.m. Monday through Friday. After hours, services are available to select through an automated phone system with voicemail options. Staff respond to all after-hours voicemails and emails on the next business day.

Other departments receiving significant service requests included Transportation (151 requests), Water and Power (157 requests), and Planning (141 requests). Pasadena Humane handled 110 requests, the Police Department processed 124 cases, and Parks, Recreation and Community Services received 58 requests through the system.