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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 ser...
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