Fremont City Council Meeting: 10/01/24 07:00 PM
3300 Capitol Avenue Div/Dept: Information Technology Services Fremont, CA 94538 Category: Agreements and Contracts
SCHEDULED
Sponsors:
COUNCIL STAFF REPORT (ID # 5266) DOC ID: 5266
Updated: 9/27/2024 7:48 AM by Dina Lewis Page 1
CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOLUTION RENEWAL - Authorize the City Manager, or Designee, to enter into an Agreement, and to execute implementing documents with Granicus, LLC, for the RESPOND Constituent Relationship Management (CRM) Solution Renewal in an amount not to exceed $240,410.73 for a Three-Year term.
Contact Persons:
Name: Alicia Hernandez Sanford Taylor
Title: Division Manager IT Director
Div/Dept: Information Technology Services Information Technology Services Phone: 510-494-4805 510-494-4802
E-Mail: [email protected] [email protected]
Executive Summary: Staff is recommending that the City Council authorize the City Manager, or her designee, to enter into an Agreement, and to execute implementing documents with Granicus, LLC, for the RESPOND Constituent Relationship Management (CRM) Solution Renewal in an amount not to exceed $240,410.73 for a three-year term.
BACKGROUND: In Fiscal Year 2019/20, the ITS Department implemented RESPOND CRM, a Constituent Relationship Management solution for the City. This system serves as a virtual City Hall, centralizing constituent interactions and enhancing civic engagement. Residents can submit inquiries or service requests via a mobile app, a self-service portal, or a website, utilizing features like geo-tagging and photo attachments to enable more precise issue reporting. Integrated with Esri GIS, the system improves request tracking and resolution.
City staff benefit from streamlined workflows, and a knowledge base, which improve transparency and service delivery, making city services more accessible and responsive. The total amount for the RESPOND CRM software license renewal exceeds $100,000 and requires City Council approval.
DISCUSSION/ANALYSIS: The City’s CRM RESPOND system serves as a virtual City Hall, improving service delivery to the public. This web-based platform is a centralized hub for managing constituent interactions, functioning as a 24/7 digital front desk. By consolidating constituent information into one accessible database, City staff can manage inquiries and service requests. The system’s workflow automation assigns cases to the appropriate departments based on the nature of the request, ensuring the right teams handle tasks.
Residents are able to submit inquiries from anywhere, anytime, using various channels such as the City-branded mobile app, self-service portal, or website. These digital options enable constituents to connect with the City in their preferred way. The mobile app, with features like real-time reporting, photo uploads, and geo-tagging using the City’s Esri GIS system, help provide more precise and reliable issue reporting. Additionally, the CRM's knowledge base equips City staff with quick access to solutions for everyday inquiries, speeding up issue resolution. The CRM software system is scalable, thus allowing the system to grow with the City’s changing needs as the population and demand for services increase.
Council Staff Report (ID # 5266) Meeting of October 1, 2024 Updated: 9/27/2024 7:48 AM by Dina Lewis Page 2
The RESPOND CRM Solution Renewal cost is $240,410.73 for a Three-Year term. Software license renewal is exempt from competitive purchasing requirements pursuant to Fremont Municipal Code section 3.20.280(c).
FISCAL IMPACT: Funds are appropriated for the annual software licenses of the Granicus RESPOND CRM Solution in the Information Technology Services Department Operating Fund FY 2024/25 adopted operating budget (Fund 620). Funding for subsequent years will be requested as part of the City’s annual budget process.
ENVIRONMENTAL REVIEW: The renewal of computer software licenses is exempt from and not subject to review under the California Environmental Quality Act (CEQA) because, without limitation, it is not a “project” as defined in CEQA Guidelines Section 15378(b)(2) and/or 15378(b)(5) and as it can be seen with certainty that there is no possibility that the activity may have a significant effect on the environment per CEQA Guidelines Section 15061(b)(3), each as a separate and independent basis for CEQA compliance.
ATTACHMENTS: None.
RECOMMENDATION: Authorize the City Manager, or designee, to enter into an Agreement, and to execute implementing documents with Granicus, LLC, for the RESPOND Constituent Relationship Management (CRM) Solution Renewal in an amount not to exceed $240,410.73 for a three-year term.