FROM:
Innovation & Technology
SUBJECT:
Title
Fontana 311 Support Services
End
RECOMMENDATION:
Recommendation
1. Award bid (IT-25-52-SP) and authorize the City Manager to execute a contract with StackNexus, Inc. for $346,000.
2. Authorize the City Manager to execute any future amendments to the StackNexus agreement.
End
COUNCIL GOALS:
• Operate in a businesslike manner by creating a memorable customer experience with every interaction.
• Operate in a businesslike manner by improving services through the effective use of technology.
• Operate in a business-like manner by ensuring that the public debate is based on accurate information.
• Promote economic development by pursuing business attraction, retention, and expansion.
• End
DISCUSSION:
In January 2022, Council approved the purchase of a 311 Customer Relationship Management (CRM) 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. This platform has been running for two years, and to continue improving and building on the platform to meet the future needs of residents and businesses.
For the last two 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.
A formal Request for Proposals (RFP) IT-25-52-SP was conducted, and the city received nineteen (19) proposals. During the bid review, the City was looking for a partner that has extensive past experience with 311 CRM solutions, implemented numerous 311 projects, has local government experience, and has a strong background in service cloud and marketing cloud. Innovation and Technology department reviewed the proposals, and the top seven firms were ranked based on the criteria outlined in the RFP. Staff is recommending awarding the contract to StackNexus, Inc. for the Salesforce Consulting Services. The proposal cost ranges from $245,000 to $650,000. After extensive analysis and budget considerations, staff recommends awarding bid (#IT-25-52-SP) to StackNexus as its Salesforce support partner.
BB&K, legal counsel, reviewed and approved the ARPA eligibility of the Fontana 311 project under Federal Use Category 3 Public Health-Negative Economic Impact: Public Sector Capacity subsection 3.14 Public Sector Capacity: Effective Delivery. Additionally, this project is included as part of the council approved ARPA expenditure plan.
FISCAL IMPACT:
StackNexus Support services contract is funded through APRA funding in SF 311 System Project #26101023 in the amount of $346,000.
These ARPA expenditures would be categorized under the 3.0 PH Negative Economic Impact Public Sector Capacity category.
MOTION:
Approve staff recommendation