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TO: Mayor Richard C. Irvin
FROM: Michael R. Pegues, Chief Information Officer
Cecilia Soto, Customer Relations Manager
DATE: October 25, 2021
SUBJECT:
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Request approval to pay one-year renewal of Accela, Inc., 2633 Camino Ramon, Suite 500 San Ramon, CA 94583 for Customer Relationship Management (CRM) hosted solution in the amount not to exceed $40,519.72. |
PURPOSE:
The Accela CRM solution will allow Customer Service 311 to manage citizen service requests without interruption which includes but limited to:
- Mobile Apps
- Incident Reporting via Text Messaging
- Automatic GPS Location Detection
- Map Based Incident Tracking and Reporting
- Increased Transparency and Outward Facing Case Information
- Enhanced Internal Reporting Capabilities.
BACKGROUND:
In 2020, as part of the ongoing TrakIT Community Services Development Project, the City purchased Tyler Technologies MyCivic 311 to replace Accela's Info Aurora mobile app for full system integration.
TRAKiT Phase 2 implementation has focused on Customer Relationship Management (CRM) module, which was initially out of scope during the initial phase. Phase 2 focuses on the remaining components of the TRAKiT CRM module which requires integration with MyCivic 311.
MyCivic 311 is a comprehensive, customizable platform designed to promote civic engagement and enhance the quality of life in your community. Through a single, public-facing app, residents and business owners have access to all the services, resources, and information your organization has to offer, enabling them to play a more active role in the area they call home.
- Mobile application through MyCivic platform for the City
- Send targeted push notifications, surveys, and feedback forms
- Encourage two-way communication with citizens
- Connect to bill payment portals
- Provide interactive, GIS-based maps to points of interest
- Ability to display top 40 most common requests that could be submitted achieved through MyCivic admin portal module
- Enhanced CRM Analytics Reporting
Unfortunately, due to vendor delays in delivery, TRAKiT Phase 2 is not ready for implementation; which leads to the extension of the Accela CRM product.
City leadership decided to extend the expiring Accela contract (12/28/2021) for one additional year to support integration, legacy system obsolescence for cost savings and avoid citizen disruption for business continuity. Accela has agreed to provide an extension and confirmed services would not expire pending resolution approval.
DISCUSSION:
For additional information please refer to Resolution R21-012 approved by City Council on 1/26/2021 (Legistar File ID 20-0887).
See attached Accela Order Form; Quote ID: Q-20307 valid through 1/31/2021 with a hyperlink to the Terms & Conditions.
The budget cost will be paid from 2022 account number 101-1380-419.45-02.
IMPACT STATEMENT:
Impact on the general public would be negative if this resolution is not approved.
RECOMMENDATIONS:
Approve payment of one-year renewal of Accela, Inc., 2633 Camino Ramon, Suite 500
San Ramon, CA 94583 for Customer Relationship Management (CRM) hosted solution in the amount not to exceed $40,519.72
cc: Finance Committee
CITY OF AURORA, ILLINOIS
RESOLUTION NO. _________
DATE OF PASSAGE ________________
title
A Resolution to approve payment of one-year renewal of Accela, Inc., 2633 Camino Ramon, Suite 500 San Ramon, CA 94583 for Customer Relationship Management (CRM) hosted solution in the amount not to exceed $40,519.72.
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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, the Accela CRM solution will allow Customer Service to manage resident service requests without interruption; and
WHEREAS, MyCivic 311 is a comprehensive, customizable platform designed to promote civic engagement and enhance the quality of life in your community; and
WHEREAS, the budget cost will be paid from 2022 account number 101-1380-419.45-02.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Aurora, Illinois, as follows: Approve payment of one-year renewal of Accela, Inc., 2633 Camino Ramon, Suite 500 San Ramon, CA 94583 for Customer Relationship Management (CRM) hosted solution in the amount not to exceed $40,519.72.