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TO: Mayor Richard C. Irvin
FROM: Tony Martinez, Director of Communications
Michael Pegues, Chief Information Officer
Jeff Anderson, Deputy CIO
DATE: September 12, 2024
SUBJECT:
A Resolution amending an existing agreement with Granicus, Denver, CO, to add a Service Request Management system at an annual cost of $68.292.24 plus a one-time implementation fee of $65,565.96.
PURPOSE:
The City desires a Service Request Management system (SRM) to improve service and response time for residents.
BACKGROUND:
Resolution R23-333 bundled several Granicus solutions into one integrated suite. This bundled set of products includes Agenda & video management (Legistar), Freedom of Information Requests (FOIA), Forms and workflows, Communication Cloud & Engagement and the city website.
This resolution requests approval to add to SRM solutions this product suite. The addition of these solutions will form the foundation of the city's reimagined 311 resident support services.
This procurement and subsequent implementation will require the active involvement of multiple City departments and will serves as a resource for all City departments and the members of the public that interact with them.
DISCUSSION:
Granicus has supplied digital services to the City for many years including software to support the legislative process (Legistar) and Freedom of Information Act requests (GovQA). Granicus has provided quality service and support during this timeframe and has become a trusted partner for the City.
Granicus solutions are utilized by over 170 cities in the US including Denver, Miami, Orlando, Grand Rapids, and San Antonio.
Cities use SRM systems to enhance interactions with residents, streamline services, and improve overall efficiency in managing municipal affairs. When integrated with the Communication Cloud & Engagement solution, many cities improve the following items:
1. Citizen Engagement and Service Requests: SRM systems help cities manage and track service requests from residents. For example, if someone reports a pothole or a streetlight outage, the CRM system logs the request, tracks its status, and ensures timely follow-up.
2. Communication Management: Cities use SRM systems to maintain communication channels with residents. This includes managing email newsletters, alerts about local events, emergency notifications, and updates on city projects or services.
3. Data Collection and Analysis: SRM systems help cities gather data on resident interactions, service usage patterns, and feedback. This data is analyzed to understand community needs, improve services, and make data-driven decisions.
4. Issue Tracking and Resolution: The system helps in tracking issues reported by residents, assigning them to appropriate departments, and monitoring the resolution process. This ensures accountability and improves the efficiency of service delivery.
5. Personalized Services: By maintaining a record of residents' interactions and preferences, SRM systems enable cities to offer more personalized services. For example, a city might send tailored information about local programs or initiatives that are relevant to specific neighborhoods or demographics.
6. Streamlining Internal Processes: SRM systems help city departments collaborate more effectively by sharing information and coordinating efforts. This streamlines processes such as handling complaints, managing permits, or coordinating public works projects.
7. Feedback and Surveys: Cities use SRM systems to conduct surveys and gather feedback from residents about various services and initiatives. This helps in assessing public satisfaction and identifying areas for improvement.
8. Integration with Other Systems: SRM systems often integrate with other city systems, such as GIS (Geographic Information Systems) for mapping service requests or financial systems for managing budget and expenditures related to service delivery.
By leveraging SRM systems, cities aim to enhance the quality of life for residents, increase transparency, and build a more responsive and efficient city government.
This resolution requests that the OneView Service Request Module (OneView) be purchased and added to the suite of products supplied to the City by Granicus. The purchase of the OneView solution and the city's exsiting Granicus products will be bundled into the Granicus Government Experience Service Cloud Advanced which will increase the annual spend with Granicus by $68,292.24. The new annual fee for the bundled services will be $135,499.99 which represents a 10% savings over purchasing the modules separately.
One-time implementation fees which include migrating data from the city's existing SRM total $65,565.96.
The cost of the bundled Granicus solutions over the 5-year term of the original contract plus the one-time SRM implementation fee, equals $1,616,194.61. Granicus pricing was provided through the National Cooperative Purchasing Alliance (NCPA) Contract.
A budget amendment will be submitted to ensure funds are available in account 101-1281-419.32.20.
IMPACT STATEMENT:
As the City continues to improve digital services and implement the Information Technology Strategic Plan, an SRM platform that supports new and engaging support services is paramount to the continued success of City digital initiatives.
RECOMMENDATIONS:
That the proposed resolution be adopted.
CITY OF AURORA, ILLINOIS
RESOLUTION NO. _________
DATE OF PASSAGE ________________
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A Resolution amending an existing agreement with Granicus, Denver, CO, to add a Service Request Management system at an annual cost of $68.292.24 plus a one-time implementation fee of $65,565.96.
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WHEREAS, the City of Aurora has a population of more than 25,000 persons and is, therefore, a home rule unit under subsection (a) of Section 6 of Article VII of the Illinois Constitution of 1970; and
WHEREAS, subject to said Section, a home rule unit may exercise any power and perform any function pertaining to its government and affairs for the protection of the public health, safety, morals, and welfare; and
WHEREAS, a new Service Request Module platform combined with the existing digital services from Granicus is desired city-wide; and
WHEREAS, annual fees for the integrated OneView Service Request Module is $68.292.24; and
WHEREAS, one-time implementation fees which include migrating data from the city's existing SRM total $65,565.96; and
WHEREAS, the cost of the bundled Granicus solutions over the 5-year term of the original contract equals $1,616,194.61; and
WHEREAS, the amended contract pricing was provided through the National Cooperative Purchasing Alliance (NCPA) Contract; and
WHEREAS, a budget amendment will be submitted to ensure funds are available in account 101-1281-419.32.20.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Aurora, Illinois, as follows: that the Director of Purchasing shall be and hereby is authorized to execute on behalf of the City, a purchase order and a contract to Granicus, for such subscription consistent with this Resolution and substantially in the form as set forth in the exhibits attached hereto.