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November 4, 2025
ITEM TITLE
Agreement: Approval of a Five-Year Agreement with CivicPlus, LLC for a New Content Management System (CMS), Hosting Services, Government Website Redesign, and Related Implementation Work Report Number: 25-0235
Location: No specific geographic location
Department: Information Technology Services
G.C. § 84308 Regulations Apply: No
Environmental Notice : The activity is not a "Project" as defined under Section 15378 of the California Environmental Quality Act State Guidelines. Therefore, pursuant to State Guidelines Section 15060(c)(3) no environmental review is required.
Recommended Action
Adopt a resolution approving an agreement with CivicPlus , LLC for a new Content Management System (“CMS”) for hosting services, website redesign, and related implementation work with an initial five -year term from December 1, 2025, followed by automatic one -year renewal terms with an option to terminate with 60 days notice.
SUMMARY
The City of Chula Vista recognizes the importance of having a modern, functional, and accessible website.
This website must offer reliable online services and a responsive design to effectively serve as a n essential resource for its residents, businesses, and visitors. In line with the City’s commitment to digital innovation and responsive public service, City staff are seeking to enhance the City’s online presence through a comprehensive redesign of the official website, chulavistaca.gov. This strategic initiative aims to significantly improve the site’s accessibility, usability, and overall performance, ensuring a seamless, inclusive, and user- friendly experience for all audiences and devices.
Following the issuance of a formal Request for Proposal (RFP) P21-2025 and a competitive selection process, CivicPlus, LLC was recommended by the City’s RFP selection committee as the most qualified vendor to support the desired redesign effort. With a proven track record in municipal website development, CivicPlus, LLC will help the City realize its digital transformation goals. The redesigned website will feature a modern P a g e | 2
interface, enhanced navigation, mobile responsiveness, and compliance with current accessibility standards.
Additional improvements will include a faster and more intuitive CMS, all designed to elevate the quality, reliability, and reach of the City’s digital services.
ENVIRONMENTAL REVIEW
The Director of Development Services has reviewed the proposed activity for compliance with the California Environmental Quality Act (CEQA) and has determined that the activity is not a “Project” as defined under Section 15378 of the State CEQA Guidelines because it will not result in a physical change in the environment.
Therefore, pursuant to Section 15060(c)(3) of the State CEQA Guidelines, the activity is not subject to CEQA.
Thus, no environmental review is required.
BOARD/COMMISSION/COMMITTEE RECOMMENDATION
Not applicable.
DISCUSSION
Project Background
As the second -largest city in San Diego County, Chula Vista plays a vital role in regional development, economic growth, and community engagement. Serving a population of more than 276,000, the City's official website attracts an average of 3.7 million ann ual views and had over 930,000 unique users in 2024. It’s an essential digital hub, that provides residents, visitors, and businesses with important information and resources on a wide range of topics, including local governance, public safety, community events, and support for new businesses.
In 2013, the City of Chula Vista awarded a contract via a formal RFP process to Vision Internet Providers, Inc. to redesign and host the City’s website. In 2018, Vision was acquired by Granicus, LLC, which subsequentl y assumed responsibility for hosting the content management system. Granicus has continued to provide ongoing maintenance and support for the City’s digital infrastructure. However, as the City’s needs continue to grow, significant opportunities exist to e nhance functionality, improve the user experience, and strengthen accessibility.
Unfortunately, the current website’s design has become outdated, and the system’s content management system lacks the flexibility required to support Chula Vista’s growing needs. Recent City surveys and focus groups have identified gaps in the website's functionality and produced only average user satisfaction scores.
As the City continues to expand, there is an urgent need for a more robust platform that not only enhances access to City services but also fosters deeper community engagement while aligning with the City’s progressive vision. In 2024, 63% of visits to chulavistaca.gov were associated with mobile devices. Therefore, a key opportunity for improvement is fully opt imizing the City’s website for mobile access. A mobile -first redesign is essential to ensure a seamless, responsive experience across all devices, supporting the increasing demand for online services and improving the overall user experience.
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Community and Internal Surveys
In November 2023, ThirdWave, a City consultant, conducted an online community survey to gather feedback from residents on the City’s website and online services. The survey revealed that the community strongly values the availability of o nline services, such as electronic payments and forms, with almost 91% of the respondents rating these services as "very important” or “important .” Regarding th e City’s website performance, 45% of participants rated the overall user experience as “fair” or “needs improvement,” thereby indicating clear areas for improvement.
As a follow -up to that inquiry, the Information Technology Services Department conducted a focus group with all staff web liaisons to evaluate the City’s website content management syst em and discuss potential development strategies. A second survey was conducted to elicit feedback on ease of website design, functionality, and performance of the current platform. One key question asked was whether the platform provides all the necessary features for web management, with possible ratings ranging from “significantly lacks features” (1) to “fully sufficient” (10). The average rating was 5, indicating that while the current platform offers some important features, there are notable gaps in functionality that impact its effectiveness for webpage creation and management. Participants were also asked about their overall satisfaction with the current platform, with ratings from “very dissatisfied” (1) to “very satisfied” (10). The average score was a
6. This again indicated only a moderate level of satisfaction and highlights areas for improvement in both the site’s performance and service quality. Overall, the survey results highlighted the need to assess the City’s current web management tool a nd revealed opportunities for improvement, aiming to better support web liaisons and enhance the City’s online presence.
Selection Process
In December 2024, the City issued RFP P21-2025 for the development of a modern CMS and the redesign of its website. T he City received 19 responses. The objective was to select a modern, user -friendly, and accessible platform that would enhance the City's digital presence. A City selection committee composed of representatives from the Office of the City Manager, Office o f the City Clerk, and Information Technology Services ranked each proposal based on a range of key criteria, including vendor experience, qualifications of personnel, proposed approach, quality of solution, cost, and CMS features. The top six respondents w ere invited to participate in live demonstrations and interviews to further assess their solutions.
Following a comprehensive evaluation process, CivicPlus, LLC was recommended as the preferred vendor.
This decision was based on their extensive experience in developing secure, municipal websites that adhere to rigorous accessibility standards and mobile-responsive design principles. CivicPlus, LLC demonstrated a modern, flexible, and mature product, featuring a built-in accessibility menu interface to ensure compliance and enhance user accessibility. With a strong commitment to safeguarding user data, CivicPlus delivers integrated solutions that will strengthen website security, improve functionality, streamline content management, and elevate the overall user experience. CivicPlus brings over 25 years of experience working with municipal organizations across the United States and Canada, serving more than 4,500 website clients.
A key deliverable of the project is a fully responsive website that works seamlessly across desktops, tablets, and smartphones. The design is to be clean, visually appealing, and aligned with the City’s branding.
Simplified navigation is also a must, making it easier for users to access City services, information, and resources efficie ntly. Finally, full ADA accessibility compliance, robust cybersecurity and enhanced P a g e | 4
functionality, such as personalized user accounts, secure online payment systems, dynamic calendars, event management tools, online forms, and real-time news updates, and integration with third-party applications will further improve the site’s performance and usability.
Project Cost and Timeline
The redesign and content migration are scheduled for completion by October 2026, with the new website set to launch in December 20 26. To ensure uninterrupted service during the transition period, the City has executed a fifth amendment to its existing service agreement with Granicus, LLC, securing a one -year extension at a cost of $25,118. This extension will maintain services throug h 2026, supporting continuity ahead of the scheduled launch of the new website.
Contingent on contract approval, CivicPlus, LLC is committed to assisting the City in redesigning the website and implementing improvements. As specified in the CivicPlus Maste r Services Agreement, the initial term invoice schedule is provided below.
Fiscal Year Annual Subscription One-Time Fees Annual Total Year 1 (FY 2026) $ 9,899 $ 59,545 $ 69,444
Year 2 (FY 2027) $ 24,626 $ 24,626
Year 3 (FY 2028) $ 25,857 $ 25,857
Year 4 (FY 2029) $ 27,150 $ 27,150
Year 5 (FY 2030) $ 28,507 $ 28,507
Subtotal $ 175,584
Annual Recurring Services Starting Year 6 $ 29,933
Renewal Procedure Automatic 1 year renewal term, unless 60 days’ notice provided prior to renewal date
Annual Inflator 5% increase to be applied annually, starting in Year 2
Conclusion
With the increasing trend of mobile usage, it has become essential for the City to optimize its website for a variety of devices. As more users access online content through smartphones and tablets, providing a seamless, user -friendly experience across all platforms is a priority. Feedback from the focus group and internal assessment s revealed clear enhancement opportunities, particularly in web and content management features. This shift in how audiences engage with digital content has driven the need for a website redesign. This project aims to enhance functionality, improve navigat ion, and optimize mobile compatibility. By addressing these areas, the City will not only meet the current demands of its audience but also position itself to stay ahead of future technological trends , ensuring greater accessibility and engagement for all users.
DECISION-MAKER CONFLICT
Staff has reviewed the decision contemplated by this action and has determined that it is not site-specific and consequently, the real property holdings of the City Council members do not create a disqualifying real property-related financial conflict of interest under the Political Reform Act (Cal. Gov't Code § 87100, et seq.).
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Staff is not independently aware, and has not been informed by any City Councilmember, of any other fact that may constitute a basis for a decision-maker conflict of interest in this matter.
CURRENT-YEAR FISCAL IMPACT
Approval of this resolution awards an agreement with CivicPlus. First year costs associated with this agreement of $69,444, including $59,545 one-time fees, are included in the Public Educational & Government Fee (PEG) Fund fiscal year 2025-26 budget. There is no additional current-year fiscal impact anticipated as a result of this action.
ONGOING FISCAL IMPACT
The ongoing fiscal impact over the remaining four years of the five-year agreement term is estimated at $106,140 as outlined in the summary table below. Automatic one-year renewals include annual recurring services starting in year six at a cost of $29,933. Each automatic one -year renewal term is subject to an increase of up to 5%. This expense will be considered as part of the annual budget development process in future years.
Fiscal Year Annual Total
Year 2 (FY 2027) $ 24,626
Year 3 (FY 2028) $ 25,857
Year 4 (FY 2029) $ 27,150
Year 5 (FY 2030) $ 28,507
Subtotal $ 106,140
ATTACHMENTS
1. CivicPlus, LLC Five-Year Master Services Agreement
Staff Contact: Marc Amio, Senior Webmaster