Item No.
TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL
FROM: THE OFFICE OF THE CITY MANAGER
BY: SHANTAE DUREN, MANAGEMENT ANALYST
DATE: MARCH 25, 2025
SUBJECT: APPROVAL OF A SERVICE AGREEMENT WITH GOGOV, INC. FOR THE
NEW CITY MOBILE APPLICATION AND THE AUTHORIZATION OF AN
APPROPRIATION OF FUNDS FOR THE FIRST YEAR OF SERVICE
EXECUTIVE SUMMARY
The City Council will consider approving a service agreement with GOGov, Inc. and appropriating funds for GOGov's Citizen Request Management (CRM) and notification software. The new mobile application and service request system will streamline requests, enhance communication through multi-channel notifications, increase staff efficiency, promote transparency, and ensure the City provides simplified access to services for its residents.
RECOMMENDATION
That the City Council:
1. Approve a service agreement with GOGov, Inc. for its Citizen Request Management Software and tCitizen Notifications and Alerts Software, for a one- year term beginning March 26, 2025, with the option to extend two additional 12-month periods for a total contract amount of up to $91,800.
2. Authorize an appropriation of funds in the amount of $30,600 from the General Fund Balance to the City Manager’s Office’s Computer Software and Licensing fund for the payment of the first year of software services.
BACKGROUND
The City is embarking on the development of a new mobile application and integrated citizen request management system to improve the City’s current service delivery and citizen engagement platform offerings. The City’s service request system was implemented in 2006 with the mobile application launching in 2011. The existing mobile application, intended to streamline service requests and enhance communication, has been effective for many years. However, the City has outgrown its use with the more widespread use of the service request system among residents. As a result, a more robust system is needed to support citizen request needs.
APPROVAL OF A SERVICE AGREEMENT WITH GOGOV, INC. FOR THE NEW CITY MOBILE
APPLICATION AND THE AUTHORIZATION OF AN APPROPRIATION OF FUNDS FOR THE FIRST
YEAR OF SERVICE
MARCH 25, 2025
PAGE 2
2 In response, the City issued a Request for Proposal (RFP) in November of 2024, to solicit bids from qualified companies to redesign the City's mobile application and citizen request management software. With the resulting goal being the transition to a more functional and modern platform that can enhance citizen engagement.
ANALYSIS
Following the issuance of the RFP, the City received 21 responses from various vendors.
To ensure a thorough and impartial evaluation, a grading team comprised of City staff from stakeholder departments was assembled. This team reviewed each proposal based on a comprehensive set of criteria, including: the vendor's understanding of the scope of work, the acceptability of their proposed approach and workplan, company reputation and references, design capabilities, project team qualifications, and overall cost. As a result, GOGov, Inc. (GOGov) emerged as the top-ranked respondent, demonstrating the strongest overall alignment with the City's needs and requirements.
Established in 2004, GOGov has extensive experience in the municipal sector, currently providing services to over 500 customers with over two million users. Notably, their presence in California, with over 100 client organizations located within the State.
Furthermore, GOGov serves 33 cities specifically within Los Angeles County, demonstrating a strong regional focus and understanding of local government needs.
GOGov's Citizen Management Suite (CMS) offers a comprehensive 311 system. A 311 System is designed to handle non-emergency issues, and allows residents to report problems like graffiti, potholes, or requests services like street repairs directly to the City.
Key components of GOGov's CMS include: 1. GORequest, a robust Citizen Request Management (CRM) software; 2. GONotify, which provides timely citizen notifications, and 3. its seamless integration with Comcate, the City's existing code enforcement case management software. This integrated approach ensures a unified and efficient experience for both citizens and City staff.
GORequest - CRM delivers a comprehensive service request system designed to enhance efficiency and citizen satisfaction. Key features include a streamlined workflow that optimizes staff response times, and 24/7 access to services and information through a comprehensive, fully searchable FAQ knowledge base. Citizens can conveniently track their request status via their request log in the citizen portal and convenient message tracking capabilities Additionally, citizens will benefit from photo upload and GPS location capabilities for precise reporting. City staff gain access to powerful reporting and mapping tools, enabling data-driven decision-making. Furthermore, GORequest incorporates citizen satisfaction surveys and seamlessly integrates with the City’s Geographic Information System (GIS) software and active directory, creating a cohesive and user- friendly platform.
APPROVAL OF A SERVICE AGREEMENT WITH GOGOV, INC. FOR THE NEW CITY MOBILE
APPLICATION AND THE AUTHORIZATION OF AN APPROPRIATION OF FUNDS FOR THE FIRST
YEAR OF SERVICE
MARCH 25, 2025
PAGE 3
3 GONotify - equips the City with a branded mobile application and a versatile communication platform. It enables the City to disseminate push notifications across multiple channels, including email, mobile push notifications, and various social media platforms, ensuring broad citizen outreach. Citizens can personalize their experience by subscribing to specific interest groups and receive targeted City updates. Furthermore, GONotify facilitates seamless access to essential City services and information through customizable applets (program application). These applets can provide direct links to elected official biographies, phone directories, social media platforms, surveys, payment portals, and a wide range of other resources, enhancing citizen engagement and accessibility.
Comcate Integration - The GOGov integration with the City’s code enforcement software, Comcate, will allow for any code enforcement complaint submitted via GOGov to be automatically integrated into the Comcate system by creating a new case file. This will eliminate the need for staff to manually enter the data into the separate system. Once the case is open in Comcate, the GOGov software will monitor the status of the case and keep the records synced between the two software systems. When the case is closed in Comcate, the record will automatically close in GOGov, and a response will be sent to the requester as to why the case was closed.
Recognizing that citizens have diverse preferences; the software will not only be available as a mobile application but also seamlessly integrated into the City's website. This website portal will provide users with the same comprehensive functionalities as the mobile app, ensuring consistent access to services and information regardless of the platform they choose to utilize.
On the staff side, the software provides a robust platform for managing and routing citizen requests, assigning work orders, and tracking their status in real time. Additionally, field staff can utilize mobile devices to provide up-to-the-minute work order updates, and the system seamlessly integrates with third-party software, enhancing operational efficiencies. Moreover, the software functions as a comprehensive call center reporting system, allowing City staff to efficiently track requests received via phone or email, ensuring all citizen interactions are logged and managed within a single system.
The CRM's reporting capabilities offer valuable insights for City and Department management. Staff can access agency-wide and department-specific reports, track response times, review citizen satisfaction metrics, and visualize data through map-based reports. Furthermore, the system allows for the pre-scheduling of reports, ensuring that management receives timely and up-to-date information on staff workload, progress, and overall performance.
GOGov distinguishes itself by offering comprehensive support and scalability for the City.
Its service package includes unlimited user licenses, ensuring that all City staff can
APPROVAL OF A SERVICE AGREEMENT WITH GOGOV, INC. FOR THE NEW CITY MOBILE
APPLICATION AND THE AUTHORIZATION OF AN APPROPRIATION OF FUNDS FOR THE FIRST
YEAR OF SERVICE
MARCH 25, 2025
PAGE 4
4 access and utilize the platform without restriction. Furthermore, each project is assigned a dedicated project manager, providing consistent and personalized guidance throughout the implementation of the system and beyond. GOGov also commits to unlimited support and unlimited training for the life of the contract, guaranteeing that City staff will have continuous access to assistance and resources to maximize their utilization of the new mobile application and citizen request management system.
The transition to the new mobile application is designed to be seamless and efficient. The project implementation phase typically spans 1 to 2 months, ensuring a swift and thorough rollout. Notably, current users of the City of Downey's mobile app will not need to download a separate application. Instead, the existing app will be automatically replaced with the new software through a simple application update, triggered on individual resident devices.
Once fully implemented, staff will launch a Mobile App Awareness Campaign, to actively promote the new application through announcements on the City website, across various social media platforms, the City’s quarterly Orbit newsletter, and the Downey Patriot providing clear instructions and highlighting the enhanced features and benefits to citizens.
CITY COUNCIL PRIORITIES
Fiscal Responsibility
Efficiency & Adaptability
Quality of Life, Safety & Infrastructure
Public Engagement
FISCAL IMPACT
Approval of the recommended action will result in an appropriation of $30,600 from the General Fund Balance to the City Manager's Office's Computer Software and Licensing Account (10-4-1210-0144). Future software costs will be included in the annual City budget process.
ATTACHMENTS
Attachment A: GOGov Software Agreement
Order Form | 2025
City of Downey, CA
Citizen Notifications & Alerts
February 25, 2025
Prepared By:
Kevin Strauss
(631) 861-5812
[email protected]
Prepared For:
Shantae Duren
Management Analyst
[email protected]
ATTACHMENT A
Order Form | 2025
Subscriptions & Services
Description Amount
GORequest
Citizen Request Management (CRM) – Unlimited Subscription $19,200
/year
GONotify
Citizen Notifications & Alerts (Notify) – Unlimited Subscription $7,200
/year
Comcate Integration
Integration to the City’s Comcate CE System
$4,200
/year
Services: $0 Annually: $30,600
Order Details
Primary Contact
Contact Name: Phone:
Title: Email:
Billing Information
Contact Name: Phone:
PO #: (Optional) Email:
Contract Term Information
Initial Subscription Period: 12 months starting:
ATTACHMENT A
Order Form | 2025
Terms & Conditions
The following terms are the latest version of the GOGov Master Terms & Conditions that is maintained and updated.
No part of these terms may be modified other than the “Special Terms & Exceptions” section.
1.Ownership & License: GOGov, Inc. (dba “GOGov”) owns all intellectual property in the software products listed in the Subscription and Services section (collectively “Software” or “Subscription Services”) in the Order Form.
Customer shall not modify, adapt, translate, rent, lease or otherwise attempt to discover the Software source code.
The following terms and conditions (this “Agreement”) will be effective as of the date of last signature of the Order Form (“Effective Date”) and will be governed by the laws in force in the State of New York.
2.Software License. The Software subscription and the accompanying files, software updates, lists and documentation are licensed, not sold, to you. You may use the Software if you maintain your annual subscription.
3.Continued Services
3.1 Hosting. GOGov agrees to maintain Customer data in a secure datacenter and is committed to providing 99.5% uptime and availability. GOGov will perform nightly backups of your hosted data to an alternate physical location.
3.2 Ownership of Data. All hosted data specific to Customer is owned by the Customer. Within thirty (30) calendar days following termination of this Agreement, the Customer can request and GOGov will provide a complete copy of Customer’s data without additional charge through a downloadable zip file provided the customer is current on payments.
4.Payment Terms & Fees
4.1 Subscription Term and Termination. The initial Subscription Term of this Agreement begins on Effective Date (last signature) and will continue to the end of the Initial Subscription Period listed in the Order Form. At the end of the initial Subscription Term, Customer’s subscription and this Agreement will renew for an additional twelve (12) month term and for subsequent twelve (12) month periods thereafter. Quotes for budgeting purposes will be sent 6 months prior to subscription renewal. Invoices are sent approximately 60 days prior to subscription renewal. To cancel this agreement, Customer should submit written notice to GOGov at [email protected] not less than sixty (60) calendar days prior to the end of the then-current Term. GOGov reserves the right to increase the annual fees by 7% on the anniversary date of each annual term.
4.2 Payment Terms. Initial payment is due at the beginning of the subscription term. Each subsequent annual billing will be due on the anniversary date of the initial term. Payment Terms are NET 30 Days from the invoice date.
4.3 Taxes & Obligations. Customer agrees to pay the amounts specified in the Order, which are non-cancelable and non-refundable, based on services purchased, not usage. Fees do not include any applicable taxes (e.g. sales, VAT, or withholding). For non-tax-exempt customers, Customer is responsible for paying all Taxes associated with its purchases hereunder and may be invoices separately by GOGov.
4.4 Convenience Fees. For GOGov products that manage credit card processing, GOGov will add a Convenience Fee of $3.00 plus 3% per transaction to offset the costs of online processing.
4.5 Voice & SMS. For customers using Voice and SMS services only. Customer must purchase a minimum of 10,000 credits per year to keep the Voice & SMS subscription active. Credits are non-refundable but will carry forward as long as the subscription remains active. Each SMS message uses 1-credt for each segment (160 characters) sent or received.
Voice services use 1-credit per minute of outbound or inbound calls, except for calls to Alaska (907 area code) which cost 7-credits per minute (credit costs are subject to change). Upon cancellation of the Voice & SMS subscription any unused credits are forfeit and the leased Phone Number will be released and no longer available. Customer must abide by all federal and state laws and regulations for SMS & Voice calling usage including following a proper opt-in process (gogovapps.com/terms#sms).
5.Limitation of Liability. GOGov will, at all times during the Agreement, maintain appropriate insurance coverage.
In no event will GOGov’s cumulative liability for any general, incidental, special, compensatory, or punitive damages whatsoever suffered by Customer or any other person or entity exceed 50% of the annual contract value at the point in time when the circumstances came about to such claim(s) of liability, even if GOGov or its agents have been advised of the possibility of such damages.
ATTACHMENT A
Order Form | 2025
6.Updating of Terms. Upon each renewal of this Agreement, the latest Master Terms & Conditions that GOGov has published within the software ninety (90) days prior to the renewal date shall replace these terms. Any Special Terms & Exceptions listed in the original document shall carryover to the renewal terms. We reserve the right to change our Master Terms & Conditions at any time. If the changes are material, GOGov will advise the Customer by email or posting a notice on the site before changes go into effect. If the Customer does not agree to the new terms, Customer may contact [email protected] to have objections considered.
7.Other Provisions
7.1 Other Public Agency Orders. Other public agencies may utilize the terms and conditions established by this Agreement if agreeable to all parties. Customer does not accept any responsibility or involvement in the purchase orders or contracts issues by other public agencies.
7.2 Alternate Terms Disclaimed. The parties expressly disclaim any alternate terms and conditions accompanying drafts and/or purchase orders issued by Customer.
8.Special Terms & Exceptions.
The last sentence in section 1 is amended to read “The following terms and conditions (this “Agreement”) will be effective as of the date of last signature of the Order Form (“Effective Date”) and will be governed by the laws in force in the State of Californ ia”
The first two sentences of section 4.1 are amended to read “The initial Subscription Term of this Agreement begins on Effective Date (last signature) and will continue to the end of the Initial Subscription Period of three years. At the end of the initial Subscription Term, and upon mutual agreement, Customer's subscription and this Agreement will renew for up to two additional twelve (12) month periods.” Section 5 is amended to read “In it's entirety, GOGov will, at all times during the Agreement, maintain appropriate insurance coverage.”
The attached “Exhibit A” gives an overview of what the software does, but is not an all encompassing scope of work, as the City has access to unlimited remote training, support & configuration for the life of working together. This means the scope of the project can expand overtime without changing the cost.
ATTACHMENT A
Order Form | 2025
“Exhibit A (On Following Pages)”
ATTACHMENT A
City of Downey, CA - RFP 2024 - City Mobile App
December 3, 2024
GOGov
1930 Veterans Memorial Highway
Suite 14-125
Islandia, NY 11749
631-861-5812
www.GoGovApps.com
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
Table of Contents
1 Cover Letter.......................................................................................................................................... 2 2 Firm Profile & Qualifications ................................................................................................................. 3 3 Project Approach .................................................................................................................................. 4 4 Schedule of Work & Staff Expectations ................................................................................................. 5 5 Project Team ........................................................................................................................................ 7 6 Cost Breakdown ................................................................................................................................... 9 7 References ......................................................................................................................................... 10 8 Forms ................................................................................................................................................. 11
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
1 Cover Letter
City of Downey, CA
11111 Brookshire Avenue
Downey, CA 90241
Dear Ms. Picon:
Thank you for considering GOGov as your solution provider for a Citizen Relationship Management & Citizen Notification application for the City. As you review our proposal, you will see that we can meet all of the City’s requirements and have done so at other agencies across the entire US, but for over 100 in California. The GORequest CRM and GONotify Notifications system combined with our staff & services expertise will ensure that the City is able to provide better and streamlined services to constituents as well as staff.
GORequest is a world-class CRM system designed to achieve the kind of results you seek:
• Residents and businesses get an immediate response acknowledging their request, regular status-updates, and their request will never get lost
• Management can get instant updates on requests, prevent duplication of efforts, and coordinate resources
• Supervisors can measure productivity and how often service goals are met • Officials have a better understanding of the community’s needs and priorities • Deliver real time alerts & updates for relevant City information Further, the interactive knowledge base provides residents and business with instant answers to questions thus improving service while reducing demand on staff resources.
The GOGov team ensures the City of Downey will achieve these results and more by providing expert consulting, configuration, and communications support – all based upon industry best practices.
We look forward to hearing from you soon and welcome an opportunity to show our solution.
The City’s main GOGov contact is:
Kevin Strauss – VP of Sales – [email protected] – (631) 861-5812.
Sincerely,
Kevin Strauss, VP of Regional Sales
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
2 Firm Profile & Qualifications
GOGov has been a leading CRM software provider for local government for the last 15 years with clients ranging in size from less than 5,000 to more than 2,000,000. GOGov clients appreciate the expert implementation services and the advanced software capabilities.
GORequest represents the next stage in the evolution of government in providing superior customer service. GORequest enables local government services to be available 24/7 through a variety of input portals which include the Web, mobile devices (smart phones), email, social media and the telephone.
With GORequest, residents can ask questions, make service requests, and offer suggestions from the comfort of their home, office or mobile device such as the iPhone or Android, thus reducing the need to call or visit City Hall. Furthermore, residents can check the status of their requests and are automatically notified when the request is resolved. Many residents will have their questions answered with the built- in Knowledge Base reducing the need to submit service requests. Citizens will appreciate the improved customer service, responsiveness, and communication.
Staff can also utilize GORequest as it automates tedious tasks and enables them to better manage their workloads. Staff will get more done with less time. Key functions include:
• Email notification of tasks and deadlines
• Priority escalation and reminders
• Advanced workflow and delegation capabilities
• Standard reply templates for quick and consistent correspondence • More than 20 standard reports
• Robust, easy-to-use report writing and scheduling tools • Configurable screens and forms
• Complete activity logging
The GORequest system represents a complete solution and is a hosted solution so there is no additional hardware or software to purchase or install. The web-based tools are available from any computer connected to the Internet, making it available from any computer, anytime. Services also include unlimited support, upgrades, and maintenance.
GOGov has vast experience relevant to the city’s needs. Our company has over 475 municipal clients for which we’ve implemented and supported our solutions. In California alone, GOGov has over 100 municipalities who are using the proposed solution.
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
3 Project Approach
Here at GOGov, we implement and support all of our products in house. Not having to use subcontracts and consultants is advantageous to our customers as it ensure that the entire team is on the same page.
Since GOGov only works with local government agencies providing our software and service, our customer success team (implementation, training & support) are all experts in working with agencies like the City of Downey. The day in and day out experience allows them to share best practices and use prior experiences to provide the best project possible for the city.
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
4 Schedule of Work & Staff Expectations
On the following pages, you’ll find sample project plans for the proposed project. These include deliverables for both GOGov and the City. The timeline listed is meant to be a general guide, as implementations can be elongated or condensed based on client needs.
ATTACHMENT A
GONOTIFY – SAMPLE IMPLEMENTATION PLAN
PROJECT CONTACTS
CUSTOMER PROJECT TEAM
POWER USER(S)
Administrators who oversee and manage system
EXECUTIVE SPONSOR
Primary customer contact to spearhead project
internally
IMPLEMENTATION TEAM
CUSTOMER SUCCESS REPRESENTATIVE
Configures system and trains users
CUSTOMER SUCCESS COORDINATOR
Works with customer to keep project on track
CUSTOMER SUCCESS MANAGER
Oversees customer success department and
manages customer accounts
MARKETING TEAM
Provides marketing strategies and materials to let
residents know about mobile app
POST-IMPLEMENTATION TEAM
CUSTOMER SUCCESS COORDINATOR
Stays in contact with all customers to ensure
satisfaction and address any needs
CUSTOMER SUCCESS REPRESENTATIVES
Provide additional training and make any system
adjustments needed
CUSTOMER SUCCESS MANAGER
Oversees customer success department and
manages customer accounts
SUPPORT TEAM
Team of representatives who provide continuous
support and help customers troubleshoot
PRODUCT TEAM
Reviews customer feedback to improve customer
experience and develops product
DISCOVERY
CALL
RESOURCES
SUBMITTED
FINALIZE APP
GRAPHICS
GONOTIFY
TRAINING
MARKETING
CALL GO LIVE!
CHECK-IN
CALL
WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5
MILESTONE
MILESTONE
MOBILE APP
AVAILABLE
MILESTONE
Email us at [email protected]
Or call us at (925) 456-4926
MOBILE APP
SUBMISSION
ATTACHMENT A
DISCOVERY CALL • Send kickoff summary, SharePoint
access and training invites
• Introduce customer to marketing team
• Create customer site
• Add all power users to system with
administrative permissions
• Set-up departments
• Work with customer on mobile
graphics
• Complete spreadsheet for system users
• Send over app graphics
• Make decision on app name
• Complete app authorization letter
• Complete spreadsheet for applets
• Identify project goals and chat through requirements for system set-up and branded mobile app
30 minutes • Establish a project timeline and Go Live date, and schedule all training sessions
GONOTIFY TRAINING
• Make additional adjustments to the
system as needed
• Prepare promotional kit for mobile
app
• Add in any additional applets
• Create subscription groups
• Review system and mobile app set-up, and make any
adjustments as needed
60 minutes
• Chat through end-to-end process for sending out
notifications
• Discuss maintaining the mobile app and managing
employees
MARKETING CALL
• Send promotional kit and materials
to customer
• Review marketing materials and begin
app promotion
• Review different strategies and best practices for promoting mobile app to residents 30
minutes • Walk through prepared materials to assist in marketing efforts
GO LIVE!
• Schedule check-in call
• Contact project manager and marketing
team with any questions or changes
needed • Begin sending out citizen notifications Milestone
TRAINING SCHEDULE GOGOV HOMEWORK
CUSTOMER HOMEWORK GOGOV HOMEWORK GOGOV HOMEWORK CUSTOMER HOMEWORK
ATTACHMENT A
TRAINING SCHEDULE
CHECK-IN CALL
• Schedule any additional training
• Send customer support team contact
information
• Answer any questions
60 minutes
• Review recent notifications to ensure you’re utilizing the system to its full potential
• Onboard additional departments to send notifications
• Schedule any additional employee training
GOGOV HOMEWORK CUSTOMER HOMEWORK
ATTACHMENT A
GOREQUEST – SAMPLE IMPLEMENTATION PLAN
PROJECT CONTACTS
CUSTOMER PROJECT TEAM
POWER USER(S)
Administrators who oversee and manage system
EXECUTIVE SPONSOR
Primary customer contact to spearhead project
internally
IMPLEMENTATION TEAM
CUSTOMER SUCCESS REPRESENTATIVE
Configures system and trains users
CUSTOMER SUCCESS COORDINATOR
Works with customer to keep project on track
CUSTOMER SUCCESS MANAGER
Oversees customer success department and
manages customer accounts
MARKETING TEAM
Provides marketing strategies and materials to let
residents know about CRM
POST-IMPLEMENTATION TEAM
CUSTOMER SUCCESS COORDINATOR
Stays in contact with all customers to ensure
satisfaction and address any needs
CUSTOMER SUCCESS REPRESENTATIVES
Provide additional training and make any system
adjustments needed
CUSTOMER SUCCESS MANAGER
Oversees customer success department and
manages customer accounts
SUPPORT TEAM
Team of representatives who provide continuous
support and help customers troubleshoot
PRODUCT TEAM
Reviews customer feedback to improve customer
experience and develops product
MOBILE APP
AVAILABLE
DISCOVERY
CALL
RESOURCES
SUBMITTED
ADMINISTRATIVE
TRAINING
DEMO AND
CONFIGURATION
MARKETING
CALL
STAFF
TRAINING
GO LIVE!
CHECK-IN
CALL
WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5 WEEK 6
MILESTONE
MILESTONE MILESTONE
Email us at [email protected]
Or call us at (925) 456-4926
ATTACHMENT A
DISCOVERY CALL
• Send kickoff summary, SharePoint
access and training invites
• Introduce customer to marketing team
• Create customer site
• Add all power users to system with
administrative permissions
• Set-up departments
• Send iFrame instructions
• Work with customer on mobile
graphics
• Complete spreadsheet for system users
• Complete spreadsheet for request topics
and assignments
• Send over app graphics
• Make decision on app name
• Complete app authorization letter
• Complete spreadsheet for applets
• Identify project goals and learn about current customer process for tracking citizen requests
30 minutes
• Chat through requirements for system set-up and branded mobile app
• Establish a project timeline and Go Live date, and schedule all training sessions
ADMINISTRATIVE TRAINING
• Add all users to system
• Build out applets
• Set-up topics and categories
• Brand iFrame
• Submit app to Apple and Android
stores for approval
• Set days off schedule in system
• Create any relevant custom fields for
request topics
• Teach system administrators how to manage the system
60 minutes
• Review how to make adjustments to departments, topics and FAQs
• Discuss how to manage system users and adjust employee permissions
DEMO AND CONFIGURATION
• Make additional adjustments to the
system as needed
• Prepare promotional kit for mobile
app and iFrame
• Send staff training invitation to all staff
users
• Enter test requests to test functionality
• Review any adjustments and provide
feedback
• Review system, mobile app and iFrame set-up, and make any adjustments as needed
60 minutes
• Chat through end-to-end process for submitting citizen requests through the mobile app and iFrame
• Discuss process for managing citizen requests in the system • Work with administrators to prepare for staff training
TRAINING SCHEDULE GOGOV HOMEWORK
CUSTOMER HOMEWORK GOGOV HOMEWORK
ATTACHMENT A
MARKETING CALL
• Send promotional kit and materials
to customer
• Review marketing materials and begin
planning app promotion
• Review different strategies and best practices for promoting mobile app to residents 30
minutes • Walk through prepared materials to assist in marketing efforts
STAFF TRAINING
• Schedule additional staff training as
needed
• Add iFrame to website
• Create custom reports
• Soft launch CRM
• Discuss end-to-end process for citizens to create requests through the mobile app and iFrame
60 minutes
• Teach staff how to manage service requests in the system • Review the main dashboard and how to navigate requests • Teach staff how to set-up filters and reports in the system GO LIVE!
• Review system and current requests
• Run reports on system usage
• Schedule check-in call
• Begin promoting mobile app to residents
• Contact project manager and marketing
team with any questions or changes
needed
• Begin logging phone calls and emails into the system for tracking Milestone
• Receive citizen requests through the mobile app and iFrame
CHECK-IN CALL
• Schedule any additional training
• Send customer support team contact
information
• Answer any questions
60 minutes
• Review recent citizen requests to ensure you’re utilizing the system to its full potential
• Review your topics and make any adjustments as needed • Onboard additional departments and topics to the system • Review commonly utilized reports
• Schedule any additional employee training
TRAINING SCHEDULE
GOGOV HOMEWORK CUSTOMER HOMEWORK
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
5 Project Team
Every implementation will include our implementation coordinator and a dedicated team member for configuration and training. Because we provide unlimited support and training for the life of working together, the project team is here to work with you until the project is completed to the city’s satisfaction!
Please see the following pages for the resumes of the potential project team. The implementation coordinator is set, but the trainer is assigned on a project queue basis. Included are the two members that would be up in the queue next based on an estimated project start date. All GOGov customer success staff are more than qualified to work with the city on this project and have extensive experience implementing our software!
ATTACHMENT A
Alexandra Koopman
Customer Success Coordinator
Overview
Alexandra is a project coordinator at GOGov with an extensive educational background and professional experience in human services and customer support. Alexandra joined the GOGov team in 2023 to coordinate implementations and provide continuous support to all customers.
Education
Master of Science – Industrial/Organizational Psychology Southern New Hampshire University
Bachelor of Art – Psychology
St. Joseph’s University – New York
Professional Experience
Business Strategy Consulting Associate
Candid Counsel – Miami, Florida
Client Support Specialist
Family Residences and Essential Enterprises – Bethpage, New York Notable Projects
GONotify
• North Arlington Borough, New Jersey
• Biscayne Park Village, Florida
GORequest
• Little Falls City, New York
• Kern County, California
GOEnforce
• Pilot Point City, Texas
• Maywood City, California
GOPermit
• Newington Town, New Hampshire
• Hollywood Town, South Carolina
ATTACHMENT A
Melvin Soman
Customer Success Representative
Overview
Melvin is a project manager at GOGov with extensive professional experience in government technology .
Melvin joined the GOGov team in 2022 and works with customers to implement technology and offer continuous support.
Education
Bachelor of Science – Communications Technology
Utica College
Professional Experience
Senior Information Technology Analyst
Granicus – Bohemia, New York
Lead Analyst
IQM2 – Ronkonkoma, New York
Service Technician
Cablevision – Jericho, New York
Notable Projects
GONotify
• Eagle Lake City, Minnesota
• Goshen Village, New York
GORequest
• Biscayne Park Village, Florida
• Dumfries Town, Virginia
GOEnforce
• Sun ‘n Lake Improvement District, Florida
• Bellflower City, California
GOPermit
• Newport City, Rhode Island
• Newington Town, New Hampshire
ATTACHMENT A
Sarah Pitfick
Customer Success Representative
Overview
Sarah is a project manager at GOGov with an extensive educational background and professional experience in technology systems and local government. Sarah joined the GOGov team in 2023 to spearhead implementations and continuously support customers.
Education
Master of Science – Commerce & Business Administration
The University of Alabama
Bachelor of Science – Commerce & Business Administration The University of Alabama
Professional Experience
Business Systems Analyst
Protective Life – Birmingham, Alabama
Data Analytics Intern
Warren Averett – Birmingham, Alabama
Program Coordinator & Website Designer
The Incorporated Village of Northport – Northport, New York Notable Projects
GONotify
• Whitfield County, Georgia
• Auburndale Village, Wisconsin
GORequest
• Columbia City, Illinois
• Leitchfield City, Kentucky
GOEnforce
• Palmdale City, California
• Parkersburg City, West Virginia
GOPermit
• Hollywood Town, South Carolina
• Archuleta County, Colorado
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
6 Cost Breakdown
At GOGov, we believe that purchasing should be as simple & predictable. Government agencies should be able to select a product with the confidence that they will not have to dip back into the budget a few short months later to add additional users, receive additional training or update configuration. Keeping those principles in mind, we offer true software as a service. One annual fee that encompasses EVERYTHING you’ll need for a successful project. Please see some highlights below:
• No Upfront Costs
• Unlimited Users
• Unlimited Departments
• Unlimited Topics
• Unlimited Workflows/ Automations
• Unlimited Data Storage
• Unlimited Remote Training for the Life of Working Together • Software Updates Included
• 24/7 Emergency Phone Support
Description Amount
GORequest
Citizen Request Management (CRM) – Unlimited Subscription $19,200
/ year
GONotify
Citizen Notifications & Alerts (Notify) – Unlimited Subscription $7,200
/ year
Services: $0 Annually: $26,400
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
7 References
GOGov has vast experience relevant to the city’s needs. Our company has over 475 municipal clients for which we’ve implemented and supported our solutions. In the past 12 months alone, we’ve implemented over 40 successful projects that are similar to the project that is being proposed by the city. All of these projects were implemented solely by GOGov, as we do everything in house and don’t work with any subcontractors. Our implementations are agile and designed to be delivered successfully and quickly!
In California alone, GOGov has 109 Municipal customers using some combination of the products proposed in this RFP!
Reference 1
Agency Name City of Santa Clarita, CA
Point of Contact Frankie Rios
Title IT Specialist
Phone Number (661) 255-4992
Email Address [email protected]
Reference 2
Agency Name City of Norwalk, CA
Point of Contact Levy Sun
Title Communications Director
Phone Number (562) 929-5700
Email Address [email protected]
Reference 3
Agency Name City of Maywood, CA
Point of Contact Karen Iniguez
Title Community Development Analyst
Phone Number (323) 562-5706
Email Address [email protected]
ATTACHMENT A
1930 Veterans Memorial Highway, Suite 12-425
Islandia, NY 11749
City of Downey, CA – City Mobile App RFP 2024
8 Forms
On the following page you’ll find the completed and filled out Non-Collusion Affidavit.
ATTACHMENT A
NON-COLLUSION AFFIDAVIT
I,________________ hereby declare as follows:
I am ____of _________the party making the foregoing proposal that the proposal is not made in the interest of, or on behalf of, any undisclosed person, partnership, company, association, organization, or corporation; that the proposal is genuine and not collusive or sham; that the proposer has not directly or indirectly induced or solicited any other proposer to put in a false or sham proposal, and has not directly or indirectly colluded, conspired, connived, or agreed with any proposer or anyone else to put in a sham proposal, or that anyone shall refrain from proposing; that the proposer has not in any manner, directly or indirectly, sought by agreement, communication, or conference with anyone to fix the proposal price of the proposer or any other proposer, or to fix any overhead, profit, or cost element of the proposal price, or of that of any other proposer, or to secure any advantage against the public body awarding the contract of anyone interested in the proposed contract; that all statements contained in the proposal are true; and, further, that the proposer has not, directly or indirectly, submitted his or her proposal price or any breakdown thereof, or the contents thereof, or divulged information or data relative thereto, or paid, and will not pay, any fee to any corporation, partnership, company association, organization, proposal depository, or to any member or agent thereof to effectuate a collusive or sham proposal.
I declare under penalty of perjury under the laws of the State of California that the foregoing is true and correct.
Proposer Signature ______________________________________________________
By Name ______________________________________________________________
Title __________________________________________________________________
Organization ___________________________________________________________
Address _______________________________________________________________
______________________________________________________________________
Kevin Strauss
Kevin Strauss
VP of Sales
GOGov, Inc.
1930 Veterans Hwy #12-425 Islandia NY 11749
GOGov, Inc.VP/ Sales
ATTACHMENT A