FROM:
Innovation & Technology
SUBJECT:
Title
Fontana 311 Customer Relationship Management System Renewal and Improvement
End
RECOMMENDATION:
Recommendation
1. Award bid and authorize the City Manager to execute 3 year renewal subscription of SalesForce software/ platform with Salesforce in the amount of $619,909.20.
2. Approve and Authorize the City Manager to execute Contract Services agreement with StackNexus in the amount of $71,560.
3. Authorize the City Manager to execute any future amendments to the SalesForce and StackNexus agreements.
End
COUNCIL GOALS:
• Operate in a businesslike manner by improving services through the effective use of technology.
• Operate in a businesslike manner by correcting problems immediately.
• Increase citizen involvement by seeking community input.
• Increase citizen involvement by utilizing technology to promote communication and linkages in the community.
DISCUSSION:
In January 2022, Council approved the purchase of a 311 customer relationship management system (SalesForce) that would help residents, visitors and businesses locate services, information, file forms/complaints, or report problems like graffiti or road damage through the use of a unified online portal. The 311/SalesForce project was approved to be funded for 5 years of software subscriptions, for future anticipated improvements and additional program features found during the project. (File ID - 21-1111). (Project# 26101023)
Over the last 2 years, Fontana's use of the 311 / SalesForce Platform has expanded. Fontana has found new ways to leverage the 311 / SalesForce platform by adding additional online functionality to the public and streamlining internal workflows. This growth has created the demand for additional programming and development in the SalesForce platform as well as the need to additional system user licenses.
On May 9, 2023, Council approved the Fontana 311 project as a leveraged project which included implementation costs and subscription costs. Additionally, BBK, legal counsel, reviewed and approved the American Rescue Plan Act (ARPA) eligibility of the Fontana 311 project under Federal Use Category 3 Public Health-Negative Economic Impact: Public Sector Capacity Infrastructure subsection 3.4 Public Sector Capacity: Effective Service Delivery.
Fontana is entering into its 3rd year of it's SalesForce subscription (July 1, 2024), and needs to renew its software subscription and add additional user counts. Additionally, staff requests the adding of Public Sector Foundation feature set/licensing to allow for continued expansion and use of the SalesForce platform to better serve the community. Staff would like to contract 1000 hours for new/expanded Salesforce software development/programming.
A formal bidding process was performed, and SalesForce submitted the lowest bid with manufacturer direct pricing in the amount of $619,909.20 (Bid# IT-24-212-SB).
Software development/programming contract services went through an informal bidding process, where StackNexus came in as the low bidder in the amount of $71,560.
FISCAL IMPACT:
A 3-year contract term was sought to lock in a fixed price and avoid annual pricing increases for 3 years. This also allows Fontana to take advantage of multiyear commitment discounts.
The first 2.5 years of the contract (7/1/24 - 12/31/26) will be funded through ARPA funding previously approved by City Council - $516,591. The remaining 6 months funding will be requested for the Fiscal 26/27 year in the amount of $103,318.20. This amount has been accounted for in most recent financial budget forecasts.
SalesForce Renewal Schedule
|
Term |
Cost |
Funding Source |
|
7/1/2024 - 6/30/2025 |
$206,636.40 |
ARPA Fund 30226101 |
|
7/1/2025 - 6/30/2026 |
$206,636.40 |
ARPA Fund 30226101 |
|
7/1/2026 - 12/31/26 |
103,318.20 |
ARPA Fund 30226101 |
|
1/1/27 - 6/30/2027 |
103,318.20 |
10226101-8053 (Future budget Item) |
|
|
Total: $619,909.20 |
|
StackNexus will also be funded through APRA funding (30226101) $71,560 and services will be delivered prior to 12/31/26.
These ARPA expenditures would be categorized under the 3.0 PH Negative Economic Impact Public Sector Capacity category.
MOTION:
Approve staff recommendation.