CityofRedwoodCity

CommunityDevelopmentDepartment
PublicWorksDivision

MEMORANDUM

DATE:

TO:

THROUGH:

FROM:

RE:

December21,2012
BobBell,CityManager
BillEkern,CommunityDevelopmentDirector
TerenceKyaw,AssistantPublicWorksDirector
RussellNarahara,SeniorManagementAnalyst
Request to purchase the PublicStuff CRM that includes a mobile application,
brandedasaRedwoodCitymobileapplication

ISSUE

1. ShalltheCityofRedwoodCityapprovea3yearcontractawardforaCitizenRequestManagement
(CRM)systemwithPublicStuff,Inc.inthetotalof$XXXXX.

BACKGROUND

1. The technology cohort group has discussed new technology that would create efficiencies and
streamlineredundantprocesses.

2. OnediscussionfocusedontheadditionofaCitizenRequestManagement(CRM)systemtiedtoa
webportalandamobileapplication(availableforaniPhone,Android,orBlackberrydevice).

3. TheCRMwouldreplacelegacywebbasedcitizenfacingservicerequest.Evaluationsoflegacy
systemsbyCitystaffindicatethattheirfunctionalityisnotrobustenoughtomeettheCitys
increasingneeds.

4. The CRM is designed to grow to meet evolving needs, and to seamlessly interface with both the
Citysexistingwebsite,andwiththenewwebsitenowunderdesign.

5. TheCRMsystemwillprovidetheabilityforcitizenstointeractandengagewiththeCity,tomore
easilyaccesstheinformationtheyneedandmakecontactwiththeappropriatedepartmentorstaff
person,tosubmitrequestsforservice,andsubmitquestionsand/orcomplaints,withamechanism

to track the status of their requests. The system will be accessible 24 hours a day, from both
desktopandmobiledevice.

6. The CRM system will offer the opportunity to provide management staff and Council Members
reports and tracking of the history of citizen inquiries, as well as provide City staff a means to
improveoperationalefficiencyandtotrackkeyissuesandsolutions.

ANALYSIS

1. ThetechnologycohortgroupcarefullyreviewedandevaluatedvariousCRMsolutionsthatincluded
bothamobileapplicationandwebroutingsystem.

2. StaffreviewedandtestedtheCRMsystemsgivingspecialconsiderationtocost,functionality,and
easeofusefornontechnicalstaff/residents.

3. RequirementsoftheCRMincluded:
a. Allow residents to submit requests via web, native smartphone application, SMS text
messaging,oratollfreehotline24hoursaday.
b. Oncearequestissubmitted,allowtheresidenttoviewandtracktherequestforupdates
aswellasprovideadditionalinformationandfeedbacktotheCity.
c. Allow City staff to set up the system so that requests will be automatically routed to the
correctstaffmemberforattention.
d. AllowCitystafftousethesystemtorouterequestsinterandintradepartmentally.
e. AllowCitystafftobuildmultistepworkflowsintoeachrequesttype.
f. AllowCitystafftointeractdirectlywithresidentswithinthesystem.
g. Provide productivity tools including analytics, reporting, and mapping features that allow
Citystafftoreviewcaseresolutionhistory,staffperformance,dispatchlocations,budgeting
supportdata,andotherrelevantinformation.
h. Allow the City to brand the mobile application as a Redwood City mobile application for
downloadfromiTunes,theGooglePlaystore,andtheBlackberryAppWorld.

4. StafffoundtheCRMofferedbyPublicStuff,Inc.toofferthebestvalueforthefollowingreasons:
a. Meetsalloftherequirementslistedabove.
b. FirmsexcellentqualificationsandexperienceprovidingsimilarservicestootherCalifornia
cities, including but not limited to the City of Oceanside, City of Fontana, and City of Elk
Grove.
c. ExcellentresponsivenesstotheCitysneedsandrequestsforinformation.
d. Provided in depth demonstrations of PublicStuff and allowed City Staff to validate
PublicStuffclaimsbyprovidingactualpilotsystem.
e. Excellent track record of partnership with City staff users and excellent vision in further
developmentofPublicStuffplatformtomeetfutureneeds.
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f. IntuitiveinterfaceandeaseofuseforbothresidentsandCitystaff.
g. Strongfunctionalitiesandrobustadministrativetools.
h. Abilitytointegratewithexistingsystemsandgrowwithevolvingneeds,aswellasintegrate
withtheCitysnewwebsite.
i. Hosted(cloudbased)solutionthatrequiresnoadditionalcostsforhardwareequipment.

FUNDING

1. Fundsforthisexpensecouldbeallocatedfromthe$250,000allocatedfororganizationalchange
andefficiencyinitiatives,approvedbyCityCouncilattheJune25,2012CityCouncilMeeting.
2. FundingBreakdown:

AnnualLicensingFee

FY1213:
$XXXX

FY1314:
$XXXX

FY1415:
$XXXX

ImplementationCharge
Onetimefee: $XXXX

NegotiatedMultiYearDiscount

10%Discount: ($XXXX)

TotalCost

3YearCost: $XXXXX

RECOMMENDATION

1. ThetechnologycohortrecommendsthattheCityManager,bysignature,approvea3yearcontract
award for Citizen Request Management (CRM) system to PublicStuff, Inc. in the total amount of
$XXXXX.