CITY OF SAN MATEO
CITY OF SAN MATEO
Agenda Report
City Hall
330 W. 20th Avenue
San Mateo CA 94403
www.cityofsanmateo.org
Agenda Number: 10 Section Name: CONSENT CALENDAR Account Number: 82-4681 File ID: 26-10974 TO: City Council
FROM: Alex Khojikian, City Manager
PREPARED BY: Information Technology Department
MEETING DATE: March 16, 2026
SUBJECT:
Customer Relationship Management Software and Services — Amendment RECOMMENDATION:
Approve Amendment No. 1 to the agreement with Catalis Public Works & Citizen Engagement, LLC to increase agreement by $10,000, for a revised total agreement amount of $150,500; establish a contingency reserve in the amount of $11,000; and authorize the Director of the Information Technology Department to execute the agreement amendment in substantially the form presented and approve any amendments within the contingency amount.
BACKGROUND:
City Council established a Council priority to explore the implementation of a Customer Relationship Management (CRM) system. After a competitive request for proposals process, on August 18, 2025, City Council approved an agreement with Catalis Public Works & Citizen, Engagement, LLC (Catalis) for a CRM software system for an amount of $140,500 for a three-year term.
Since project launch, staff have worked with City departments to establish workflows and processes incorporating the new CRM. Currently, the City uses a contractor to address graffiti in the right-of-way. A separate, backend environment is necessary to allow the City’s graffiti contractor to seamlessly access service requests in the new CRM without allowing the contractor to access all the City’s service requests.
Catalis will develop the separate, backend environment, assign a dedicated customer success manager, conduct training and provide a one-year annual subscription for $10,000. Future years require an additional annual fee of $5,000 plus Consumer Price Index (CPI). The requested contingency in the amount of $11,000 will allow the City to exercise the optional one-year extensions for this additional service for the remainder of the agreement term. Based on this information, staff recommends City Council approve Amendment No. 1 to the agreement with Catalis and establish a contingency reserve in the amount of $11,000.
BUDGET IMPACT:
There is sufficient funding within the Public Works Field Maintenance and Facilities operating budgets in the General, Downtown Services, and Facilities and Fleet Maintenance funds for the agreement amendment and the requested contingency.
ENVIRONMENTAL DETERMINATION:
Approval of Amendment No. 1 to the City’s Agreement with Catalis Public Works & Citizen Engagement, LLC for additional services to integrate graffiti tracking services for the City’s graffiti abatement contractor to the City’ CRM system is not a project subject to CEQA, because it can be seen with certainty that there is no possibility that these additional services may have a significant effect on the environment. (CEQA Guidelines Section 15061(b)(3).)
CITY OF SAN MATEO
NOTICE PROVIDED
All meeting noticing requirements were met.
ATTACHMENTS
Att 1 – Amendment No. 1
STAFF CONTACT
Pete Owen, Director, Information Technology
[email protected]
(650) 522-7074
Andrea Chow, Sustainability Analyst
[email protected]
(650) 522-7007