HomeMy WebLinkAbout16-Information Technology
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
From: TOM MAREK,
IT DIRECTOR
Dept: ADMINIINFORMATION
TECHNOLOGY DMSION
Subject:
RESOLUTION OF THE MAYOR AND
COMMON COUNCIL OF THE CITY OF SAN
BERNARDINO AUTHORIZING THE
EXECUTION OF AN AGREEMENT AND
PURCHASE ORDER TO GOVERNMENT
OUTREACH FOR SUBSCRIPTION TO
CITIZEN RELATIONSHIP MANAGEMENT
SOFTWARE SERVICE.
MICC Meeting Date: October 15, 2007
Date: October 4, 2007
Synopsis of Previous Council Action:
None
Recommended Motion:
CJ~~J-
Adopt resolution.
Signature
Contact person: Tom MarAk
Phone:
~84.5947
Supporting data attached:Staff RAport, AgrAAmAnt Ward:
FUNDING REQUIREMENTS: Amount: $19,000.00
Source: (Acct. No.)
679.251-5122
(Acct. Description) Dues and Subscriptions
Finance:
Council Notes:
Agenda Item No. ).1p
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Staff Report
Subject:
Resolution of the Mayor and Common Council of the City of San Bernardino authorizing the
execution of an agreement and purchase order to Government Outreach for the subscription to
the citizen relationship management software service.
Background:
Citizen Relationship Management (CRM) systems allow citizens, staff, and elected officials to
submit and track complaints and questions via the Internet. Citizens can get information, request
services, and inquire about the status of previously submitted service requests any time, day or
!tight, without the cost or resources of a staffed call center. Research of CRM systems, and
possible implementation, was recommended in the Organizational Review by Management
Partners, Inc.
The Information Technology (IT) Division and City Manager's Office researched public agency
CRM systems, surveyed several cities, and received demonstrations and proposals from three
public agency CRM system vendors. IT recommends selection of the Government Outreach
GOCity CRM software service based on positive references from several cities, the rich
functionality of the system, and vendor's ability to provide the necessary services.
The Government Outreach GOCity CRM system was designed specifically for local government
agencies and provides several features and benefits including:
. Integrated Frequently Asked Questions (F AQ) database to answer common resident
questions.
. Ability for residents to submit complaints and requests anonymously if desired.
. Automatic routing and assignment of requests to appropriate departments and staff
based on request type.
. Requests are assigned to specific staffmembers improving accountability.
. Automatic assignment of estimated timeframe to complete and priority escalation.
. Email receipt confinnation to resident, communication between residents and staff,
notice of completion.
. Address validation through integration with City's GIS system.
. Ability for residents to attach digital photos, scanned documents, and other electronic
files to the request.
. Standard and ad hoc reports, which can be delivered via email, to track performance
and monitor outstanding requests.
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The GOCity CRM system is subscription-based and hosted by the vendor on synchronized
servers located at separate secure facilities to protect against failures. This eliminates the need
for the City to purchase or maintain expensive servers and software.
The term of the service agreement between the City and Government Outreach is one year, and
continues thereafter on a yearly basis unless terminated by either party with thirty days written
notice. The benefit of a continuing agreement is that future year cost increases are avoided.
The implementation of the CRM system will help to greatly improve customer service by
allowing citizens to quickly and easily find answers to common questions, submit service
requests, and monitor progress at any time via the Internet. The system will help staff and
mAnAgement streamline the request management process, provide tools to track and measure
performance, and increase accountability.
This purchase is exempt from the formal contract procedures of Section 3.04.010 of the
Municipal Code, pursuant to Section 3.04.010, 83 of said Code, "Purchases approved by the
Mayor and Common Council".
Financial Impact:
The annual cost for the subscription to the Government Outreach GOCITY CRM Service for
Fiscal Year 2007/2008 is $19,000.00. This includes a one-time cost of $4,000 for
implementation services. The annual cost in future years will be $15,000.
Recommendation:
Adopt resolution.
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RESOLUTION NO.
RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF
SAN BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND
4 PURCHASE ORDER TO GOVERNMENT OUTREACH FOR THE SUBSCRIPTION TO
5 THE CITIZEN RELATIONSHIP MANAGEMENT SOFTWARE SERVICE.
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BE IT RESOLVED BY THE MAYOR AND COMMON COUNCIL OF THE CITY
OF SAN BERNARDINO AS FOLLOWS:
SECTION I: That the Director of Finance or his/her designee is hereby authorized
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9 to issue an Annual Purchase Order with multiple renewal options, to Government Outreach
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in an amount not to exceed $19,000.00 for Fiscal Year 2007/2008 for the subscription to the
Citizen Relationship Management software service. The Purchase Order shall reference the
number of this resolution and shall read, "GOCity CRM, FY 2007/2008, not to exceed
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$ 19,000.00." and shall incorporate the terms and conditions of this Resolution including the
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attached Agreement. The annual cost for the GOCity CRM System software subscription
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16 . will be $15,000 after year one. Future year renewal options shall be contingent upon funds
17 being approved in the City's budget for this service.
18 SECTION 2: That the City Manager of the City of San Bernardino is hereby
19 authorized to execute on behalf of said City an Agreement between the City of San
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Bernardino and Government Outreach, a copy of which is attached hereto.
SECTION 3: This purchase is exempt from the formal contract procedures of
Section 3.04.010 of the Municipal Code, pursuant to Section 3.04.010, B3 of said Code,
"Purchases approved by the Mayor and Common Council".
25 SECTION 4: The authorization to execute the above-referenced Agreement and
26 issue the above-referenced Purchase Order is rescinded if not executed/issued within sixty
e 27 (60) days of the passage of this Resolution.
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Approved as to fonn:
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RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF THE CITY OF SAN
BERNARDINO AUTHORIZING THE EXECUTION OF AN AGREEMENT AND
PURCHASE ORDER TO GOVERNMENT OUTREACH FOR THE SUBSCRIPTION TO
THE CITIZEN RELATIONSHIP MANGEMENT SOFTWARE SERVICE.
I HEREBY CERTIFY that the foregoing resolution was duly adopted by the Mayor
and Common Council of the City of San Bernardino at a meeting thereof, held
on the day of ,2007, by the following vote, to wit:
Council Members
Ayes
Nays
Abstain
Absent
ESTRADA
BAXTER
BRINKER
DERRY
KELLEY
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JOHNSON
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19 The foregoing resolution is hereby approved this
McCAMMACK
Rachel G. Clark, City Clerk
day of
,2007.
Patrick J. Morris, Mayor
City of San Bernardino
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VENDOR SERVICE AGREEMENT
This Vendor Service Agreement is entered into this 24th day of September 2007, by and
between Government Outreach ("VENDOR") and the City of San
Bernardino ("CITY" or "San Bernardino").
WITNESSETH:
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WHEREAS, the City of San Bernardino has determined that it is advantageous and in
the best interest of the CITY to contract for the subscription to the "Government Outreach-
GOCity" Citizen Relationship Management software service; and
WHEREAS, the CITY did solicit and accept quotes from available vendors for the
subscription to a citizen relationship management software service.
NOW, THEREFORE, the parties hereto agree as follows:
SCOPE OF SERVICES.
For the remuneration stipulated, CITY hereby engages the services of VENDOR to
provide those products and services as set forth on Exhibit "A," attached hereto and
1.
incorporated herein.
2. COMPENSATION AND EXPENSES.
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a. For the services delineated above, the CITY, upon presentation of an invoice, shall
pay the VENDOR up to the amount of $19,000 for year one and $15,000 for
subsequent years as set forth on Exhibit "B," attached hereto and incorporated
herein.
b. Future year renewal options shall be contingent upon funds being approved in the
CITY's budget for this service.
c. No other expenditures made by VENDOR shall be reimbursed by CITY.
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3.
TERM; TERMINATION.
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The term of this Agreement shall be for a period of one year. This agreement shall
continue thereafter on a yearly basis unless terminated by either party with thirty (30) days
written notice. Except as otherwise provided in an Order Form, this Agreement becomes
effective on the date the Agreement is accepted. VENDOR reserves the right, in its discretion,
to suspend or terminate this Agreement or CITY's password, account, access to or use of to the
GOCity Service if any payment on CITY's account becomes past due by more than 90 days.
Upon termination of this Agreement for any reason, CITY's right to access or use CITY Data
through the GOCity Service immediately ceases. Upon termination of this Agreement,
VENDOR will supply to CITY a file of the CITY Data then in its possession. After a period of
30 days after such termination, VENDOR shall have the right to delete the CITY Data without
obligation to maintain any CITY Data. CITY agrees that the license to CITY Data shall survive
termination of this Agreement to the extent necessary for VENDOR to retain CITY Data as set
forth herein.
This Agreement may be terminated at any time by thirty (30) days written notice by
either party. The terms of this Agreement shall remain in force unless mutually amended.
4. INDEMNITY.
CITY agrees to indemnify and hold harmless VENDOR, its officers, agents and
volunteers from any and all claims, actions, losses, damages and/or liability resulting from
CITY's negligent acts or omissions arising from the CITY's performance of its obligations
under the Agreement.
VENDOR agrees to indemnifY and hold harmless the CITY, its officers, agents, and
volunteers from any and all claims, actions, losses, damages and/or liability resulting from
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VENDOR's negligent acts or omiSSIOns ansmg from the VENDOR's performance of its
obligations under the Agreement.
In the event the CITY and/or the VENDOR is found to be comparatively at fault for any
claim, action, loss, or damage which results from their respective obligations under the
Agreement, the CITY and/or VENDOR shall indemnify the other to the extent of this
comparative fault.
5. INSURANCE.
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While not restricting or limiting the foregoing, during the term of this Agreement,
VENDOR shall maintain in effect policies of comprehensive public, general and automobile
liability insurance, in the amount of $1,000,000.00 combined single limit, and statutory
workers' compensation coverage, and shall file copies of said policies with the CITY's Risk
Manager prior to undertaking any work under this Agreement. CITY shall be set forth as an
additional named insured in each policy of insurance provided hereunder. The Certificate of
Insurance furnished to the CITY shall require the insurer to notify CITY of any change or
termination in the policy.
6. NON-DISCRIMINATION.
In the performance of this Agreement and in the hiring and recruitment of employees,
VENDOR shall not engage in, nor permit its officers, employees or agents to engage in,
discrimination in employment of persons because of their race, religion, color, national origin,
ancestry, age, mental or physical disability, medical condition, marital status, sexual gender or
sexual orientation, or any other status protected by law, except as permitted pursuant to Section
12940 of the California Government Code.
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7.
INDEPENDENT CONTRACTOR.
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VENDOR shall perform work tasks provided by this Agreement, but for all intents and
purposes VENDOR shall be an independent contractor and not an agent or employee of the
CITY. VENDOR shall secure, at its expense, and be responsible for any and all payment of
Income Tax, Social Security, State Disability Insurance Compensation, Unemployment
Compensation, and other payroll deductions for VENDOR and its officers, agents, and
employees, and all business licenses, if any are required, in connection with the services to be
performed hereunder.
8. BUSINESS REGISTRATION CERTIFICATE AND OTHER REQUIREMENTS.
VENDOR warrants that it possesses or shall obtain, and maintain a business registration
certificate pursuant to Chapter 5 of the Municipal Code, and any other licenses, permits,
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qualifications, insurance and approval of whatever nature that are legally required of VENDOR
to practice its business or profession.
9. NOTICES.
Any notices to be given pursuant to this Agreement shall be deposited with the United
States Postal Service, postage prepaid and addressed as follows:
TO THE CITY:
Fred Wilson
City Manager
City of San Bernardino
300 North "D" Street
San Bernardino, CA 92418
Telephone: (909) 384-5122
TO THE VENDOR:
Kendall Smith
President
Government Outreach
2943 Victoria Meadow, Ct.
Pleasanton, CA 94566
Telephone: (925) 292-2768
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10. ATTORNEYS' FEES
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In the event that litigation is brought by any party in connection with this Agreement,
the prevailing party shall be entitled to recover from the opposing party all costs and expenses,
including reasonable attorneys' fees, incurred by the prevailing party in the exercise of any of
its rights or remedies hereunder or the enforcement of any of the terms, conditions or
provisions hereof. The costs, salary and expenses of the City Attorney and members of his
office in enforcing this Agreement on behalf of the CITY shall be considered as "attorneys'
fees" for the purposes of this paragraph.
11. ASSIGNMENT.
VENDOR shall not voluntarily or by operation of law assign, transfer, sublet or
encumber all or any part of the VENDOR's interest in this Agreement without CITY's prior
written consent. Any attempted assignment, transfer, subletting or encumbrance shall be void
and shall constitute a breach of this Agreement and cause for the termination of this
Agreement. Regardless of CITY's consent, no subletting or assignment shall release VENDOR
of VENDOR's obligation to perform all other obligations to be performed by VENDOR
hereunder for the term of this Agreement.
12. VENUE.
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The parties hereto agree that all actions or proceedings arising in connection with this
Agreement shall be tried and litigated either in the State courts located in the County of San
Bernardino, State of California or the U.S. District Court for the Central District of California,
Riverside Division. The aforementioned choice of venue is intended by the parties to be the
mandatory and not permissive in nature.
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13. GOVERNING LAW.
This Agreement shall be governed by the laws of the State of California.
14. SUCCESSORS AND ASSIGNS.
This Agreement shall be binding on and inure to the benefit of the parties to this
Agreement and their respective heirs, representatives, successors, and assigns.
15. HEADINGS.
The subject headings of the sections of this Agreement are included for the purposes of
convenience only and shall not affect the construction or the interpretation of any of its
provisions.
16. SEVERABILITY.
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If any provision of this Agreement is determined by a court of competent jurisdiction to
be invalid or unenforceable for any reason, such determination shall not affect the validity or
enforceability of the remaining terms and provisions hereof or of the offending provision in any
other circumstance, and the remaining provisions of this Agreement shall remain in full force
and effect.
17. ENTIRE AGREEMENT; MODIFICATION.
This Agreement constitutes the entire agreement and the understanding between the
parties, and supersedes any prior agreements and understandings relating to the subject manner
of this Agreement. This Agreement may be modified or amended only by a written instrument
executed by all parties to this Agreement.
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VENDOR SERVICE AGREEMENT - "Government Outreach - GOCity"
IN WITNESS THEREOF, the parties hereto have executed this Agreement on the day
and date set forth below.
Dated:
, 2007
VENDOR
By:
Its:
Dated
, 2007
CITY OF SAN BERNARDINO
By:
Fred Wilson, City Manager
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Approved as to Form:
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EXHIBIT A
SCOPE OF SERVICES
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VENDOR will provide a subscription to the "Government Outreach GOCity CRM Service" - a
customer support and tracking software system for use by CITY employees, CITY contractors
and the citizens and businesses of the CITY which will be maintained by VENDOR and housed
on a computer server procured by VENDOR for this purpose. VENDOR shall provide CITY
access to this service via the Internet. VENDOR is not responsible for maintaining CITY's
Internet connection to the service. The services shall be performed by, or under direct
supervision of, VENDOR'S Authorized Representatives: Kendall Smith and Steve Brozosky.
A description of GOCity's functionality is provided below.
Project Management - VENDOR will provide Project Management services, specifically the
development of a project plan with identified CITY employees to ensure the many facets of
deploying the Government Outreach CRM Service are done in a timely and coordinated
fashion. CITY will make appropriate staff available to VENDOR for the purposes of obtaining
the necessary information and data required to setup and configure the system.
Communications Plan - VENDOR will provide CITY with an internal and external
communications plan. The plan includes all written materials that the CITY can use for
employee newsletters, emails, the CITY's Intranet, and citizen communications (newsletters,
homeowner association articles, Chamber of Commerce publications, etc.). In addition,
VENDOR will help devise a comprehensive media outreach strategy, including the drafting of
media materials and pitching.
Training - VENDOR will provide 2 types of training. I) for users of the system that process
service requests and 2) for users that are identified as administrators. Up to three days of onsite
training will be provided. All training and travel costs are included in the implementation
budget.
Customization of Screens - VENDOR will customize up to 10 screens to meet the CITY's
needs. Screen customizations include extending the data model to capture data that is unique to
the CITY.
Reports and Printing - VENDOR will develop up to 5 additional customized reports in
addition to the standard reports available.
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GIS Integration - VENDOR will integrate to CITY's ESRI system provided it has an
acceptable ArcIMS interface and is made available to VENDOR for access. CITY understands
that some additional queries may need to be developed to support access by VENDOR's
application. This integration is included provided the effort does not exceed 20 hours effort by
VENDOR personnel.
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GOCity Functionality
Some of the main features available in GOCity are listed below. This is not a complete list,
however, it highlights some of the most important and prominent functions.
· Integrated Frequentlv Asked Ouestions (F AO) to answer common questions of residents
before they file a request unnecessarily.
· Automatic account creation to make registration simple for residents.
· Anonvmous resident suPport so that people can submit their request anonymously.
· Workflow and rule-based resolution so that each request is routed to the correct staff person
and proper steps are completed in the processing of the request. The system also supports
priority escalation at predetermined intervals.
· Delegation capabilitv for rerouting requests when a staff member is on vacation or out of
the office.
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. Standard response templates let staff respond to common requests or questions with
consistent messages.
. Spell check on employee screens for ensuring professional correspondence.
. Outbound email broadcast capability to send subscribers general notices or newsletters.
. Customer satisfaction survevs to get feedback on the City's service at the point of service
delivery.
. Contractor support so service providers can answer questions and respond to requests while
allowing staff to review and approve responses prior to delivery to residents.
. Address validation ensures recording the correct address (requires support for address
lookup from the City's GIS system)
. Customizable forms and fields for tracking virtually any information. System can support
fill in the blank, check boxes, and option list type fields.
· File attachment for associating all types of documents and files with the case including
photos, scanned letters, and related documents.
. Custom report writing for creating reports without programming or complex third-party
tools.
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. Scheduled report deliverv automatically delivers nearly any report via email.
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. Application Programming Interface (API) to allow other applications to access GOCity to
query, update data, or create requests. Access through this API ensures that all of your
business logic takes place, including workflow and email notifications so other applications
can query the status of a request or even update it.
Hosting, Support, and Maintenance
The monthly service fee includes:
. A secure and reliable hosted system
. Ongoing maintenance
. Unlimited technical support
. System upgrades and enhancements
Technical support is available via telephone, email, and online. VENDOR guarantees a 24-
hour response time, though most issues are answered within a few hours during standard
business hours of 8 AM to 6 PM. An additional emergency contact is also provided for non-
business hours.
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As part of the monthly service, new system features and enhancements are provided at no
additional cost. The product is designed so that new features can be selectively accepted by the
CITY at a time that is convenient.
Because the software is browser-based and hosted on a remote server, all updates are
performed on VENDOR servers. There is no need for the CITY to update any software or
hardware to obtain the latest software.
Backups
VENDOR maintains synchronized servers at different facilities. In the event that one server
fails or has network connectivity issues, the backup will take over. To protect data against
accidental loss, database backups are performed to a separate server.
All servers operate from secure facilities, each of which includes:
. Keycard and biometric scan required for physical access
. Backup power generators
. Redundant fiber optic connectivity
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. Fire suppression systems
. Staffing 24/7 by certified systems administrators and network engineers
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EXHIBIT B
COST OF SERVICES
VENDOR will supply the Government Outreach GOCity CRM System software subscription
to CITY at a cost of$15,000 ($1,250 per month) for all CITY employees and CITY's
contractors. All fees include Local, State, and Federal taxes. In addition VENDOR will
provide project management, training, setup, screen customizations and reports for a one time
fee of $4,000, which includes all travel costs for up to two onsite visits. The annual cost for the
GOCity CRM System software subscription will be $15,000 after year one. Future year
renewal options shall be contingent upon funds being approved in the CITY's budget for this
service.
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Any additional integrations and customizations previously not specified and requested by CITY
will be bid at time and expense by VENDOR and must be approved in writing by CITY prior to
commencing work. CITY shall pay for the subscription service for the "Government Outreach
GOCity Services" in advance. Advance payments can be made in 6 month or yearly
installments at CITY's choosing.
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