Recommend Action on
ITD Study Issues ITD 23-01
and ITD 23-02
Kathleen Boutté Foster-Gee, CIO
City Council Meeting, April 9, 2024
2City of Sunnyvale – Topic/Abbreviated Title – Month Year Dec. 2023 - City issued an RFP for a
CRM Assessment to:
Conduct community outreach
Review ways to meet current needs
• To include an integrated mobile application
• Optimize Service processes
• Identify unmet needs and potential improvements
Review alternative technology solutions and costs/benefits Provide a report to Council on options and costs
Access Sunnyvale CRM System Upgrade (ITD 23-01 )
3City of Sunnyvale – Topic/Abbreviated Title – Month Year Current Situation:
Staff and community dissatisfaction with current system • Difficult to use & understand
• Inaccuracy of location information
• Inefficient workflow
• Relies on website instead of a mobile app
Preferable systems exist - for municipal use
New standard is mobile apps with GIS
Recommend evaluating alternatives ASAP
Access Sunnyvale CRM System Upgrade (ITD 23-01)
4City of Sunnyvale – Topic/Abbreviated Title – Month Year Considerations
Recommendation for ITD 23-01 CRM Upgrade
• Current scope: Evaluate current system vs. needs
Likely to result in an RFP
• Adding RFP development and vendor selection will
expedite process by 6 to 10 months
Staff Recommendation
• Adjust scope to include issuing an RFP for a CRM with mobile app functionality
• Approve a budget modification to add $5,400 for a total of $155,400 that includes RFP completion
5City of Sunnyvale – Topic/Abbreviated Title – Month Year • Jan. 2024 - City issued RFP to Evaluate:
Define a framework to develop a
single mobile application to
communicate with the City.
Evaluate options for one mobile
app for various City services.
Evaluate potential consolidation
of the City’s 3 current applications
(Recycles, Library, Street Sweeping).
Provide alternatives with cost info.
Single Sunnyvale Mobile Application (ITD 23-02)
6City of Sunnyvale – Topic/Abbreviated Title – Month Year Staff recommends waiting for the new CRM because:
Implementing a CRM with a Mobile App will impact this scope Proposal submissions vary greatly in scope and cost
Proposal costs range from $15K - $125K (budget is $48k) Single Sunnyvale Mobile Application (ITD 23-02)
7City of Sunnyvale – Topic/Abbreviated Title – Month Year Considerations
Recommendation for
ITD 23-02 Single Sunnyvale Mobile Application
• Proposals vary greatly, many are beyond budget
• Cost and scope will change if a CRM mobile application is implemented
• Reduce the amount of re-work
Staff Recommendation
• Delay/Defer analysis for a single mobile application (ITD 23-02) until a CRM mobile application is implemented