Improving Access Sunnyvale, the City’s Customer Service Portal December 10, 2024
City of Sunnyvale, CA
2 Introductions
Project Milestones
Project Goals and Objectives
Access Sunnyvale
Current Findings and Themes
Discussion and Next Steps
Agenda
3 Inspiring Organizations to Transform and Innovate
Community
Development and
Utility Operations
Parks, Recreation,
Libraries
Enterprise Digital
Transformation
Enterprise
Organizational
Development
Technology
Management
Health and
Community
Services
Justice and
Public Safety
4 BerryDunn’s Team
Seth Hedstrom
Project Principal
David Ledbetter
Engagement Manager
Evan Agnello
Project Manager
Maddi Powers
Spencer
Engagement Lead
Additional
Resources
BerryDunn’s Consulting
Team includes more
than 300 consultants to
draw from as needed
5 5
Project Goals and Objectives
• Workflows
• Efficiency
• Tracking
• Overall service
delivery
• Usability
• Variety of intake
• New functionality
• Self-Service
• Strengths
• Weaknesses
• Areas for improvement
Streamline Internal
Processes
Enhance Customer
Experience
Evaluate and Assess
the Current System
6 What Sources Inform the Process?
City Council,
employee, and
community input
forums
Social Pinpoint
website
Current City plans,
processes and
documentation
7 Access Sunnyvale
The City’s primary system used by the public to submit
services requests, report issues, or contact the City.
• Monitor requests
• Review requests
• Resolve requests
Contact the City
• Utility issues
• Neighborhood
complaints
• Abandoned
vehicles
• Graffiti cleanup
• Traffic issues
• Noise disturbance
Report Issues
• Public records requests
• Park maintenance
• Car seat inspections
• Request a speaker
Online Service
Requests
8 8
Who We Talked To
60 employee
204 community
10 employee interviews
1 Access Sunnyvale liaison
focus group
9 department interviews
10 outreach events
4 pop-up table events
4 in-person focus groups
2 virtual focus groups
300+ community members
Survey ResponsesEmployee InterviewsCommunity Outreach
+ Announcements in Horizon, Update Sunnyvale, and Council meetings, to City communication list subscribers and Access Sunnyvale users 9 What We Learned from Staff
Minimize duplicate requests
Collect sufficient case details upfront for better routing Eliminate need for multiple tracking methods
Integrate with external systems
Standardize communication templates in system
10 What We Learned from the Community
Frustration with ticket lifecycle
("resolving" open issues)
More ticketing transparency
Maintain user-friendly navigation
Add other ways to report
(e.g., call, text, app)
Increase marketing & awareness
(ongoing)
11 What works well with Access
Sunnyvale now?
What would you say needs
improvement going forward?
What are your two top priorities
for a new CRM system?
Discussion
12 Future State
Factors to consider in a future CRM:
$$$,$$$ - $,$$$,$$$
User
Licenses
Integrations
Data
Conversions
AI Functions
Social
Media
Integration
Mobile
Application
Other Factors
to Consider:
13 Project Milestones & Next Steps
Fact-Finding and
Current-state
Report
Implementation
Contract
Approval by
Council
14