FROM:
Information Technology
SUBJECT:
Title
311 Customer Relationship Management System (CRM)
End
RECOMMENDATION:
Recommendation
1. Authorize the Purchasing Office to utilize the State of California Master Service Agreement (MSA) for IT Management and Consulting Services (MSA 5167010).
2. Approve and authorize the City Manager to execute a contract with 120VC for Project Management (MSA 5167010-330) for implementation of the 311 CRM System.
3. Authorize the purchase of the subscription service platform Customer Community from Salesforce.com, Inc. for (5) years.
End
COUNCIL GOALS:
• To operate in a businesslike manner by becoming more service oriented.
• To operate in a businesslike manner by improving services through the effective use of technology.
• To operate in a businesslike manner by ensuring that the public debate is based on accurate information.
DISCUSSION:
The 311 Customer Relationship Management system will help residents, visitors and businesses locate services, information, file forms/complaints, or report problems like graffiti or road damage. This new system will vastly improve our customer’s, visitors, and businesses online experience when interacting with our city.
After extensive analysis the city is electing to move forward with the Salesforce Platform. The city-wide implementation will be used to facilitate all daily aspects for customer service request and information from our residents.
Salesforce is an American cloud-based software company headquartered in San Francisco, California. The platform provides customer relationship management (CRM) service and provides enterprise applications focused on customer service, marketing automation, analytics, and application development.
The city is currently operating a legacy app called “Access Fontana”. The Access Fontana app does not offer the full functionality desired to assist businesses and residents to identify and request city services. The app will be discontinued once the implementation of the Salesforce platform is complete.
Under the Fontana City Code Article V - Purchasing (Section 10-152) authorizes bidding to be exempt from bid procedures conducted by another public agency. Staff is recommending that the City Council authorize this contract between Salesforce and the City for a 311 Customer Relationship Management system. Staff is also recommending the city enter a contract with 120VC for Project Management for the 311 Customer Relationship Management System project. 120VC is a reputable project management company previously used by the city for high profile projects. This partnership will be beneficial and cost effective to the city.
FISCAL IMPACT:
120 VC Services will be billed as hours are rendered. Estimated 52 weeks of engagement totaling 2,040 hours for a total cost of $269,750 to be paid from the 311 System Project #26101023 in the City Technology Fund #102.
Salesforce Software Project #26101023, total cost for the first five years needed for user licensing, annual support, hosting and maintenance will be $607,000 to be paid from Salesforce System Project #26101023 in the City Technology Fund #102. Following the discovery process it is anticipated that the City will purchase additional program features for an estimated price of $1,288,000 over the five year period to complete the platform build.
Please be aware in the near future after the discovery phase, staff will be bringing a staff report for the implementation phase.
Funds for the project are budgeted in FY 2021-2022.
MOTION:
Approve staff recommendation