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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:
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 porta...
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