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TO: Mayor Richard C. Irvin
FROM: Shanita Thompson, Director IT Operations
Cecilia Soto, Customer Relations Manager
DATE: 10/25/2019
SUBJECT:
Request approval to pay the annual renewal with Accela, Inc. of San Ramon, California for their PublicStuff Customer Relationship Management (CRM) hosted solution in the amount of $35,391.49.
PURPOSE:
PublicStuff is the City's current Customer Service Division's citizen relationship system, substantially increasing methods of communication between the City and the public.
BACKGROUND:
PublicStuff offers local governments white-labeled citizen engagement apps and websites to extend access to city services giving the public a channel to communicate directly with their government.
DISCUSSION:
The Accela PublicStuff CRM system has modernized 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 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.
Payment for this renewal will be paid with 2020 monies due to the renewal expiring December 2019 and will not be paid until the first council meeting in January 2020. The renewal amount of $35,391.49 is budgeted in Information Technology subscription account number 101-1380-419.45-02 with a budgeted amount of $440,000.00.
Attached are Accela's Agreement/Order Form with a link to Accela's Terms & Conditions.
IMPACT STATEMENT:
Impact on the general public has been a positive one. PublicStuff has been a means of communication with t...
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