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TO: Mayor Thomas J. Weisner
FROM: James Dahl, MIS Director
DATE: November 21, 2015
SUBJECT:
Request approval to enter into an agreement with Accela, Inc. of San Ramon, California for their PublicStuff Customer Relationship Management (CRM) hosted solution in the annual amount of $27,000.00, and a one-time data conversion fee of $6,000.00.
PURPOSE:
The City's current customer service system is obsolete and is no longer supported by the vendor. Accela's PublicStuff software will replace the Customer Service Division's current citizen relationship system, substantially increasing methods of communication between the City and the public.
BACKGROUND:
In an effort to modernize city-wide computer systems the Administrative Services Department recently undertook an RFP process to identify a replacement Enterprise Resource Platform (ERP) for public administration, including customer service. In this process several software demonstrations were held with leading municipal software vendors from the marketplace who offered their best CRM solutions. None of the identified ERP vendors were able to adequately satisfy the Customer Service Division's needs. Subsequent market research identified Accela's PublicStuff as a system that will not only meet the City's need, but will also offer improvements in processes and methods of communication.
DISCUSSION:
The current CRM solution is no longer vendor supported, and there are functions that are no longer operational (i.e. interface to GIS maps). It is no longer upgradable, and is run off of a server out of warranty. Not only can the software not be upgraded, but it does not run on newer server operating systems, so the server it is running on cannot be replaced.
Accela, Inc. will resolve these issues in the short-term, and may be expandable in the long-term. The PublicStuff software utilizes modern technologies, and is fully supported. In addition, as a hosted solution there are no in-house servers to maintain or upgrade. All hardware maintenance is handled at Accella's data center. While some ERP solutions are best supported in-house by City staff, PublicStuff is the type of solution that is best supported in a "cloud" environment.
The Accela PublicStuff CRM system will modernize how citizens can communicate with the City. In addition to standard means of communication (phone, website forms, e-mail), PublicStuff accomodates:
- 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
The CRM selection team interviewed several municipal agencies that utilize PublicStuff software and all agencies interviewed were happy with the current solution, as well as the direction Accela is taking PublicStuff development/enhancements. The team also did an on-site visit with the City of Evanston. This on-site visit was successful, and the Evanston 311 Manager was able to offer insight as to PublicStuff's value as a CRM solution.
Costs for Accela's Public Stuff hosted CRM solution are $27,000.00 annually, and require a one-time fee of $6,000.00 for data conversion.
During the implementation process currently used case codes will be evaluated, and prior to conversion obsolete codes will be eliminated. Implementation will take approximately ten to twelve weeks.
This is a sole source, as Accela, Inc. does not allow other distribution channels to sell their products. The City has already bid for CRM through the larger Public Administration ERP RFI and RFP process, therefore, doing so again would be redundant and inefficient.
The Finance Department has been contacted to ensure neither Accela, Inc. nor PublicStuff have outstanding debt with the City of Aurora.
The Legal Department is reviewing all related agreements and terms.
Adequate funding is being carried over into the 2016 budget, and will be transferred in MIS' subscription account number 101-1232-419.45-02
Attached are Accela's Agreement/Order Form, Accela's Terms & Conditions, a Sole Source Affidavit, and a PublicStuff product overview.
IMPACT STATEMENT:
Impact on the General Public will be positive. Available means of communication, level of customer service, and overall ease of interaction with the City will increase substantially. Future impact on Departments/Divisions will be positive as additional Accela customer service modules will greatly increase productivity.
RECOMMENDATIONS:
I request the proposed resolution be adopted.
cc: Alderman O’Connor, Chairman
Alderman Mervine
Alderman Bohman
Alderman Mesiacos, Alternate
CITY OF AURORA, ILLINOIS
RESOLUTION NO. _________
DATE OF PASSAGE ________________
title
A Resolution approving an agreement with Accela, Inc. of San Ramon, California for their PublicStuff Customer Relationship Management (CRM) hosted solution in an annual amount of $27,000.00, and a one-time $6,000.00 data conversion fee.
body
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 City of Aurora's current CRM software is in need of replacement, and
WHEREAS, maximizing efficiency requires a CRM system that has the ability to integrate with Community Development and Work Orders modules, and
WHEREAS, City departments and divisions have evaluated several leading ERP capable CRM applications and have determined the PublicStuff hosted application to best meet Aurora's organizational needs, and
WHEREAS, appropriate funds are being carried over to the City of Aurora 2016 budget for account number 101-1232-419.45-02.
WHEREAS, the PublicStuff hosted application is only available from Accela, Inc. of San Ramon, California, and
WHEREAS, pursuant to Aurora Code Section 2-335(a)(3) the desired product is provided by only one source in this situation; and
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Aurora, Illinois, as follows: authorize an agreement with Accela, Inc. of San Ramon, California for their PublicStuff Customer Relationship Management (CRM) hosted solution in the annual amount of $27,000.00 and one-time data conversion fee of $6,000.00, and does hereby further authorize its Purchasing Director to issue the necessary orders to implement purchase of same.