City of Culver City, California
City Council Agenda Item Report
RECOMMENDATION:
Staff recommends the City Council authorize entering into contract with Government
Outreach Corporation (GovOutreach) to provide Citizen Request Management
(CRM) and Automated Code Enforcement Services.
BACKGROUND:
Building public trust in local government is a key priority. Citizen trust and
satisfaction is cultivated or lost with each interaction city staff has with residents and
businesses. Unfortunately, it's all too common for the mayor, council member, city
manager or department head to learn that a complaint or inquiry has fallen through
the cracks.
The Customer Relationship Management techniques used in private industry are
well developed. Private sector CRM efforts focus on sales, marketing and customer
service, supporting the corporate goals of increasing efficiency and customer
satisfaction.
A desire to more effectively and efficiently serve their citizens has prompted many
cities (listed in Attachment 1) to adapt CRM products for local government use. CRM
technology enables cities to receive, process, and organize citizens' messages
whether sent by the Internet, e-mail, postal mail, telephone or in person.
DISCUSSION:
Meeting Date: 09/25/05 Item Number: A-8
AGENDA ITEM: Contract Award to Government Outreach Corporation of
Pleasanton California for Citizen Request Management and Automated Code
Enforcement Services.
Contact Person/Dept.: John Richo /
Information Technology
Phone Number: (310) 253-5950
Fiscal Impact: Yes [X] No [] General Fund: Yes [X] No []
Public Hearing: [] Action Item: [X] Attachments: [X]
Public Notification: E-Mail Master Notification List on 9/20/06. Kendal Smith,
Government Outreach.
Department Approval:
John Richo (09/18/2006)
City Manager Approval:
Jerry B. Fulwood (09/19/2006)
City Controller Approval:
Marlee Chang (09/19/2006)City of Culver City, California
City Council Agenda Item Report
When done via the Internet, CRM allows residents to easily select the appropriate
category for their complaint/inquiry and track their case through city hall. CRM
technology also allows both the city and the citizen to see where the request lies
within the organization. It also enables city officials to process and organize the
information on internal databases and then analyze trends in the data to improve
customer service. A user friendly web-based tool allows customers to log on to a
city's website anytime and, after categorizing their request, submit it online. With a
single click of the mouse, the inquiry is assigned a tracking identification number and
routed to the appropriate city employee for response. When CRM is used to manage
postal mail, telephone or walk-in complaints and inquiries, most of the same benefits
apply. If a citizen has Internet access, they can track their case; if they don't, they
can call and quickly find out the status of their concern.
The Benefits to Citizens of a CRM System include:
Citizens often reap the following benefits when contacting a city that has a CRM
program in place:
City hall is accessible 24/7;
Routing and tracking of an inquiry to the right person at the city improves the
quality and timeliness of the city's response;
Customized, instant feedback to a request informs the citizen of the next steps,
the timeline for follow-up, whom to contact for more information and relevant
information on the topic of the inquiry;
Tracking numbers assigned to each inquiry allow the citizen to log in and see all
of the activity related to the inquiry;
CRM response reminders are automatically sent to city staff if citizens' requests
are not responded to within designated time limits, ensuring prompt response;
City staff can use the Internet portion of CMR to poll citizens on various topics.
Levels of service, (i.e. response times), can be set, monitored, and analyzed.
Feedback from citizens via a simple satisfaction survey also provides data for
analysis that can be used to improve service. (Attachment 2)
Reports are generated to monitor staff performance (Attachment 3)City of Culver City, California
City Council Agenda Item Report
Automated Code Enforcement
In the office or in the field, code enforcement officers can enter and track all contacts
(including inspections, notices, letters, and photos), prepare all types of notices, and
look up parcel ownership. We will also consider including Fire Inspections during
the implementation phase. The system also includes built-in fee schedules, invoice
generation, and automatic reminders of actions due and inspections required. The
application is a complete case management system that provides all case notes in a
single location which is available to the entire code enforcement staff. The system
helps staff manage a full range of cases, from single-contact resolution to those that
take months or years and include multiple violations and action due dates. It tracks
every issue for a specific location so staff can spot recurring problems at the same
house or business. The system even maps its reports so staff can quickly see
problem areas; this information can help spot trends and provide feedback.
Recommended Vendor
The recommended vendor, GovOutreach, has an outstanding record of success
over the last two years. Attachments 4-9 relate the experiences of the Cities of
Tracy, Barstow, San Ramon, Apple Valley, Manteca and Clovis who have all
implemented the Government Outreach solution over the last 2 years. Additionally,
Santa Monica (Attachment 10) went live with the service on their website in July, and
the City of Anaheim is scheduled to launch sometime in the late fall, or early winter.
Assuming IT resources are available, we hope to launch our CRM system with the
launch of our new website in November/December. We will follow on with
implementation of Automated Code Enforcement in January.
FISCAL ANALYSIS:
The following costs are associated with the first year of this proposed contract:
PRODUCT ONE-TIME FEE ANNUAL FEE
CRM $8,500.00 $9,000.00
Code Enforcement $4,000.00 $4,200.00
Totals: $12,500.00 $13,200.00
Total Proposed
Contract (one year):
$25,700.00
Sufficient funds have been budgeted in FY 2006/07 in account 30724100.City of Culver City, California
City Council Agenda Item Report
ATTACHMENTS:
1. Western City Magazine June 2005
2. CRM Integrated Survey
3. CRM Survey Report
4. City of Tracy, The Record October 2004
5. City of Barstow, Desert Dispatch January 2005
6. City of San Ramon, Contra Costa Times January 2006
7. Apple Valley, Daily Press November 2005
8. Manteca, The Record April 2005
9. City of Clovis, Independent November 2005
10. GO Santa Monica web page
11. Professional Services Agreements
MOTION:
That the City Council:
1. Approve an agreement with GovOutreach for CRM and Automated Code
Enforcement services, in the amount of $25,700.00.
2. Authorize the City Attorney to prepare the necessary documents and authorize
the City Manager to execute the documents on behalf of the City.
3. Authorize the Information Technology Director to renew the annual license for
three additional years for an amount not to exceed a 10% increase in license fee
annually.
9/25/06
Authorization to enter into contract with Government Outreach
Corporation of Pleasanton California for Citizen Request
Management, (CRM) and Automated Code Enforcement Services.
MEETING DATE:
AGENDA ITEM:
ATTACHMENTS
Pages
1. Western City Magazine June 2005 1-2
2. CRM Integrated Survey 3
3. CRM Survey Report 4
4. City of Tracy, The Record October 2004 5-6
5. City of Barstow, Desert Dispatch January 2005 7
6. City of San Ramon, Contra Costa Times January 2006 8-9
7. Apple Valley, Daily Press November 2005 10-11
8. Manteca, The Record April 2005 12
9. City of Clovis, Independent November 2005 13-14
10. GO Santa Monica web page 15
11. Professional Services Agreements 16-21Attachment 1
Western City Magazine, June 2005
Improve citizen contact, save money with "CRM" Systems
Many California cities are reaping the benefits of "Citizen Relationship Management"
(CRM) systems, which greatly improve managing and responding to citizen requests for
services and information.
The systems are typically web-based (meaning no hardware or software installation
headaches), inexpensive (most systems are within staff approval limits), and highly
reliable. Any citizen, employee, or public official with a Web browser can use the
system, which processes online, telephone, and in-person citizen contacts.
Two cities with CRM systems report startling improvements in handling citizen contacts
within just a few months of implementation:
• Tracy has doubled the number of citizen requests and comments received via
the Web; almost 70% of San Ramon's contacts are now sent online
• Half of San Ramon's requests are resolved within a day or less, with 93%
resolved within two weeks; this is significantly shorter than before CRM
implementation
• Tracy has seen a 70% decrease in the number of open requests vs. its previous
system; this indicates that staff is able to respond much faster
• Over 90% of San Ramon's contacts are completed within the city's optimal
timeframe for service requests
• 95% of those using the Tracy system report a positive experience with city staff
Cities also find that CRM systems are saving money and helping staff work more
efficiently because:
• System pays for itself by allowing employees to work on non-administrative
tasks, saving up to 'A FTE through increased productivity.
• Timely reports are delivered right to your email inbox.
• A survey feature is built into every contact.
• Allows others in department to know the status of a request when the primary
employee is not available.
CRM systems are being used to make real-time capital improvement and maintenance
decisions based on where services are needed versus a typical maintenance schedule,representing significant savings. Waste haulers and cable companies are just two
examples of how cities can manage contractor responsiveness.
Follow-up letters or emails to citizens can be automatically generated, letting them know
the status of their service or information request. Internal requests are also managed
through the system, including building maintenance, telephones, computers, sick leave,
copiers, window cleaning, custodial, etc.
CRM systems have been an important business tool in the private sector for many
years. With systems now available specifically for local governments, cities can easily
put this great technology to work.
2c
n eg a ed Survey
http://user.govoutreachocom - Survey - Microsoft Internet Explorer
Satisfactiorturiiiey Regilest 'ii: 19830 Entered on 0113012006 4:16 PM
Below is the survey as filled in by the requestor
Good
Please indicate your evaluation of our service.
Superior
Employee Effectiveness
Time to Respond
Employee Courtesy
Average Below Average Poor|10 9| 0|10 9| 0|10 9| 0
How were your expectations met?
0 Exceeded Expectations 0 Met Expectations 0 Belcrin e Expectations
What did you like or dislike about our service?
Officer Jackson was extremely helpful and he displayed excellent
communication skills. He was resourceful with his knowledge of the
issue(s). We feel hopeful in resolving this problem now. Thank you
Officer Jackson.
Tom and Nancy Leel
Done •InternetExpectations Met
No answer
Exceeded
Met
Below
15 (16%)
34 (37%)
44 (47%)
Employee Courtesy
RM Survey Rep
Employee Effectiveness
Time to RespondAttachment 4
The Record
NEWS WORTH SHARING
E-mail to city gets results
New online service answers questions, addresses problems
By Rick Brewer
Record Staff Writer
TRACY — Ruddy Sanez noticed that the street light in front of his home in the 400 block of West 10th Street
did not work. Instead of driving to City Hall or calling the public works department to register a complaint,
Sanez did the next best thing.
He logged onto the Internet and e-mailed the city. At 5 p.m. Oct 7, he filled out a questionnaire on the city's
Web site. By 11:55 a.m. the next day, the street light was repaired.
"That was incredibly fast. This Web site is very useful," Sanez said. "I'm glad the city of Tracy is becoming a
model city."
Tracy residents have fielded more than 100 similar requests since Oct. 1 to city employees under a new
online customer- service program. Citizens can register their questions, comments or concerns through the
city's Web site. Requests are routed to the appropriate city employee and are to be dealt with in a timely
manner.
"It's a highly efficient way to communicate with city government," interim City Manager Zane Johnston said.
"This basically allows us to be open 24 hours a day."
Interested citizens can go to www.ci.tracv.ca.us and click on the "Contact Us" link. A screen will pop up that
shepherds the user through a series of questions and drop-down menus. After identifying the problem or
question and providing an e-mail address, residents can click the send button at the bottom of the page and
the customer-service request will be sent to the correct city staff
person.
The vast majority of requests, said economic development analyst Linda Maurer, are split between public
works and parks and community services. Sanez's request was sent to the city's engineering department.
"Basically, this is the best way we've yet found for the city to take requests in, disseminate them to the
appropriate person and make sure that follow-through occurs," Maurer said. .
Tracy was the first municipality to purchase a $15,000 yearly contract from Government Outreach, a
Pleasanton firm that developed and maintains the software. Co-owner Kendall Smith said his partner, Steve
Brozosky, is a Pleasanton City Council member with a background in customer-relationship management
software. In his council post, Brozosky began to field several questions about city services and decided
similar software could be tailored to fit municipal governments.
"In the past, Tracy had no way of sharing information across departments or no good way of tracking
complaints. If you're a citizen, you might hear something back or you might not. Now, you will," Smith said.
"All cities need a system that allows them to do more customer service with less money. This is a cost-
effective solution, and the ultimate goal is to make citizens happier with their local government."|1010|5Maurer said online customer- service requests in September, when the city began the Web-based program,
made up 19 percent of all requests handled by city agencies. Through Thursday, that figure had jumped to
33 percent.
"We're really pleased," Johnston said.
So is Sanez. He has now e-mailed the city for help with another neighborhood problem and said the city has
given him a timetable as to when it will be addressed.
"That's another great thing about e-mail -- accountability," Sanez said. "If this is the normal experience from
the Web site, then Tracy's got one over most other cities."
* To reach reporter Rick Brewer, phone (209) 833-1141 or e-mail rbrewer@recordnet.com
6Attachment 5
De
The Desert Dispatch is a daily newspaper serving the communities of Barstow, Dagget, Fort
Irwin, Hinkley, Lenwood, Newberry Springs and Yermo.
Tuesday, January 25, 2005
City complaint desk goes online
By KELLY DONOVAN/Staff Writer
BARSTOW -- From barking dogs to potholes, residents now have a place to file their
complaints with City Hall without getting the runaround.
The city launched a new customer service feature on its Web site Monday, allowing residents
to ask questions and register problems, complaints and compliments online. The system is
designed to make sure residents' issues are handled in a timely fashion, and it allows
residents to track the status of their requests.
"(The City Council) wanted the city to become more responsive to the residents," city
spokesman John Rader said.
After submitting a request via a form on the Web site, residents will get a confirmation
message that includes the deadline when they should expect to hear back from a city staff
member. The deadline for most requests has been set at two weeks.
To keep the city staff on track with responding to requests on time, the system notifies the
staff member responsible for handling a request as the deadline approaches, Rader said.
In the past, he said, a staff member might lose little notes on their desk about a resident's
problem, or get busy and forget to get back to somebody. Now, he said, the software won't
lose the information or forget about it.
"The system doesn't allow anything to fall through the cracks," he said.
The online customer service is available on the city's Web site, www.barstowca.orq, by clicking
on the "contact us" button in the "City News" box.
7Attachment 6
Con raCostaTimes
CITY WEB SITE TAKES SERVICE TO NEW LEVELS
SAN RAMON: SYSTEM ALLOWS CITIZENS TO COMPLAIN, COMMENT ONLINE, TRACK
RESPONSES WITHIN GOVERNMENT
By Scott Marshall
CONTRA COSTA TIMES
SAN FtAMON - During the day and even in the dead of night they e-mail, ultimately zeroing in on the
computer screen of someone in San Ramon city government. They complain, comment, compliment and
even wax eloquent on all manner of things, including - but not limited to - about 150 topics ranging from
barking dogs to code enforcement to streets and public works. E-mailers can also create their own topic
and go from there
Residents, city staffers and even City Council members have embraced a two-way Web-based
communication system with the city. This Citizen Request Management system has logged more than
3,300 requests over the past year.
"We try to please everybody," said Rosemary Co, the city's Web manager. From Jan. 1, 2005 through this
past Jan. 19, the city received 1,871 requests from the public through the system, and all but 44 were
"closed," or resolved. The system logged 1,462 internal requests from employees, City Council members
and others .
The topics most frequently mentioned in e-mails to the request management system, both internally and
from the general public, included building maintenance, miscellaneous public services, computer and tech
support, street lights, park maintenance, custodial issues and sidewalk repairs.
The city closes most requests within a day; 93 percent are closed within two weeks. Since San Ramon's
system was launched in 2004, it has helped shorten city response times to questions, according to
Pleasanton-based Government Outreach, the company that created it.
More than 90 percent of the city's contacts are completed within the city-instituted time frame -- seven
days. If a problem isn't resolved or a question isn't answered in seven days, the person responsible for
resolving it gets a reminder and Co is notified. If resolution isn't achieved in 10 days, then a department
head gets involved.
The system, operated remotely from Government Outreach's office in Pleasanton, costs about $1,000.
Development began in 2003 with detailed studies of how local governments could adapt technology long a
mainstay of the private sector. The system has since spread to some 16 public entities, said GO founder
and president Kendall Smith.
"Local governments and cities typically don't have a large IT staff, so they wanted something extremely
easy," Smith said. "The systems that were typically being sold were expensive and large scale, they didn't
have a really good citizen or public access point." .
San Ramon's IT staff monitors the city's Web site constantly to ensure that the CRM system is available
and that requests are routed immediately to specific staff members. "It's Web-based, it doesn't require
software to be installed on the citizens' or the cities' computers," which IT professionals prefer, Smith
said. "We do all the hosting remotely." One of the key reasons for the program's success is that Co can
talk directly with a requester by e-mail, while the request is pending, and city staff members can discuss a
specific request among themselves .
8"The system is evolving as we find other things we need the CRM to do," said Stephen Keagy, the city's
information technology manager.
San Ramon residents have embraced the system because they have high expectations in communication
with the city as they do when - for instance, shopping online or tracking a mail order. Co and Keagy can
crunch the data on how city resources are used and how the city responds to specific problems, and
department heads and the City Council review them. "Customer service is a big issue," said Scott
Summer-field, a Government Outreach vice president. "They never got a call back, never knew if it was
followed up on or if it was completed, which led to frustration," he said. "With this, people can track
requests."
The system also can be used to spot trends by neighborhoods or problem areas, and the city can post
updates and current information on the Web site.
The city is also setting up a system td route citizen requests through staff members to contractors who
perform work, Co said.
Every e-mail is sent to someone, even when the topic is more esoteric than concrete. One e-mailer wrote
to complain about motorists who talk on cell phones while they drive, Co recalled. "I thought that was kind
of a policy question, so I sent it to Herb (Moniz, the city manager)," Co said. Not long afterward, city
employees got a memo restricting cell phone use for driving on city business, except in emergencies.
9Attachment 7
Thursday, November 3, 2005
Help window could go online
If adopted, program would allow resident to to track handling of complaints
By LEROY STANDISH/Staff Writer
APPLE VALLEY — Got a complaint that Town Hall might be able to help with? Try using the Internet.
If the Town Council gives its nod of approval, residents will be able to log on to the town's Web site
(www.applevalley.orq) to get their grievances handled. The Web-based "customer relations management
software" will allow people to submit their problems — from code violations to pot holes — directly to the
town employee responsible for correcting the situation. It will also allow residents to track the status of their
complaint as it works its way toward resolution.
"They can submit any problems they have and it's cool," Kathie Martin, town spokeswoman, said. "It is going
to be a real efficient way for us and citizens to get stuff taken care of, so we are excited. It makes sure no
one falls through the cracks."
The computer software under consideration is produced by Government Outreach. Martin said the company
is willing to install the software for free, but thereafter it will be a cost of $750 a month for continued
licensing.
If installed the system will provide residents who file a complaint a work order number. Using the number
residents can check back at any time to find out the status of their complaint, Martin said.
Residents who do not have access to a computer can still call or write a letter to Town Hall. Their request
will be inputted into the new system, and a staff person will either provide them with a tracking number over
the phone or write them a response letter, Martin said.
"Right now our town manager's office has an Excel spread sheet," Martin said.
A resident's complaint is entered onto the spread sheet, a staff person is assigned to the problem, and they
are required to respond as to how the problem was resolved or dealt with within 10 days.
The proposed new system "will put the request directly to the person assigned to handle it," Martin said. "It is
just more efficient."
The same system is in use in Barstow.
"It provides the citizens with access to city hall 24-hours a day, 365 days a year," John Rader, spokesman
for Barstow, said. "In the past, before we had the (customer relations management software) someone might
call or send an e-mail or send a letter, and the employees may have had all the good intentions of getting
back to the person but for whatever reason they fell through the cracks. That can't happen with this system."
Apple Valley officials expect the new software will also be used to track trends or allow town officials to input
a single address and immediately pull up all town responses to that address. With the current system that
would only be possible by laboriously going from town department to department checking and rechecking
the one address.
An additional benefit to the proposed software is that the town will be able to notify residents of changes to
services or new programs the town is offering that residents have shown past interest in. For example,
everyone in the past who has inquired about adult sports leagues can be notified of new programs at the
click of a mouse.
10Town Council will consider the new software during its Tuesday night meeting at 7 p.m.
LeRoy Standish may be reached at 951-6277 or Istandish@wdailypress.com .
11Attachment 8
The Record
NEWS WORTH SHARING
Manteca Web site makes city services more
accessible
By Rhashad Pittman
Record Staff Writer
Published Wednesday, April 6, 2005
MANTECA -- Whether it's that pothole in the street or that burned-out light bulb on the corner, citizens in Manteca will be able to
ask for service from the city easier and faster.
And they may get a reply sooner than expected.
The Manteca City Council on Monday approved a Web-based program that will allow residents to make requests, file complaints
or ask questions online through the city's Web site. The City Outreach program will make it easier for city staffers to track citizens'
requests and respond to them faster, officials said.
"It makes us more accessible," Assistant City Manager Karen McLaughlin said.
In the past few months, Tracy and San Ramon have started using the service, which was created by the software company
Government Outreach. Once the Pleasanton-based company installs the service over the next couple of months, residents will be
able to go to Manteca's Web site at www.ci.manteca.ca.us , click on an icon and type in a question, suggestion or complaint. Once
it's entered, the request automatically will be forwarded to the appropriate department.
"Sometimes, the public doesn't know which department to go to," McLaughlin said. "It's really a great benefit to the public."
The program includes a feature that allows city officials to keep track of how fast requests are being handled. Citizens without
Internet access can call city staffers, who will file the request online for the residents, officials said.
The program will cost the city $1,000 a month to operate and a one-time setup fee of $5,000. City officials will use funding from
various departments to pay for the service, including money set aside for information technology equipment, officials said.
San Ramon staffers said their city's outreach program has run smoothly since it was installed in January. City employees use the
system to make internal requests, including for computer and printer repairs, said Rosemary Co, San Rannon's Web manager.
Residents and city employees have made 685 requests since it was installed, with nearly half coming from staffers, she said.
"It's a nice, interactive system for handling problems or complaints," said Stephen Keagy, San Ramon's information technology
manager. "It kind of keeps everybody on the top of their game."
To reach reporter Rhashad Pittman, phone (209) 239-3324 or e-mail rpittmanrecordnet.com
12Attachment 9
Friday, November 4, 2005
City will launch online complaint system
Hi-tech move seen as more efficient
By By Graham Moes/Independent Staff Writer
The people who help run Clovis are so sure people like it here, they're making it easier to complain.
Come January, the city will launch a new, Web-based "Citizen Response System" following the City
Council's unanimous approval Oct. 17.
Locals will be able to sound off cyber-style on a range of issues and problems including animal control, code
enforcement, streets, landscaping, traffic, utilities, parks and more.
The system may be used anonymously in many cases, says City Clerk John Holt.
And if complaining isn't a person's style, it's OK to drop the city a line about what's good in the neighborhood
instead.
Holt took the council and public on a walk-through using a conceptual prototype of what residents might see
when logging on, including a pull-down menu system allowing users to pinpoint dozens of specific topics
within city services and departments.
After leaving a comment through the system, users will be sent an e-mail receipt confirming the particulars
and, when appropriate, a time frame in which to expect a reply.
The process should take minutes, depending on how much someone has to say.
Follow-up notification via e-mail, phone, or regular mail after the request has been dealt with will include
work details or steps taken to address the issue.
And for the lower-tech majority out there, fear not. The system won't replace current phone, fax or face-to-
face inquiries.
"There are those in the city who will never log onto the Web site to enter a complaint -- we know that," Holt
said. "We will continue to serve them in whatever fashion they desire. They want to use the phone or they
want to stop by and lodge the complaint, we will then input them [to the CRS] and route them appropriately."
Holt said the new system would also hold departments more directly accountable, sending automated notice
to managers for open jobs yet to be addressed.
"As it stands right now, we receive inquiries that several different departments may be working on to resolve
the same issue," Holt said. "A tool like this will help reduce the duplication of effort."
Future planning for problem areas receiving regular hits would be another benefit, he said.
13"Fully a third of our employees are approaching retirement age. When they leave, they take a huge amount
of information and history with them. Having a tool like this will help bridge the gap [with] a database the next
generation can refer to," Holt said.
Council Member Jose Flores voiced privacy concerns for residents, wondering at the same time if responses
could even be restricted to locals to keep merely "malicious" hit-and-run cranks from clogging the system.
Holt said the city wouldn't sell resident information to third parties and that the system could be configured to
require user IDs for certain issues.
Council Member Lynne Ashbeck called it a fabulous way to streamline city/citizen communication.
"This is a huge leap forward that we've been trying to get to for some time," said City Manager Kathy
Millison.
The manual-labor approach to fielding and distributing requests has become a burden on staff, given the
city's growth in recent years, she said.
The city plans a soft launch of the system in January, with a full launch shortly after.
The city's Web site is www.ci.clovis.ca.us
E-mail Graham Moes at qmoesclovisindependent.com .
14Address
http;llsanta-monica.orgicommunicationicityformsjcontactus.htm
City of Santa Monica°
;
r VISITORS RESIDE TS .USINESS CITY HALL CITY SERV1C QUICK IftDtX
ADVANC ED ,,,EAFIC H I fTE NAP
IP) ).0 Search Back • Favorites
41C,
kir
File Edit View Favorites Tools Help
Home City Forms
usanta Monica
I FEEDBACK
CUSTOMER CONtERN RESPONSE SYSTEM
Click on the logo to enter For general questions or comments,
your problem or concern please click on the link above.
Your message will be automatically delivered to
the correct city department or division and you
will receive a reply and tracking number.
You will be able to direct your message to the
department of your choice.
OR WRITE, CALL OR FAX US:
City of Santa Monica
1685 Main Street
Santa Monica j CA 90401
(310) 458-8411
(310) 917-6640 (Fax)
(310) 917-6626 (TTY)
For technical questions or comments regarding this website,
please e-mail: webmaster.mailbox@smgov.net
This •a e was last modified on 07/03/2006
City of Santa Monica 1685 Main St., Santa Monica, CA 90401 (310) 458-6411 TTY (310) 917-6626
Copyright (Er) 2006 City of Santa Monica, All Rights Reserved, Disclaimer Privac y Polic y I Accessibility Policy
I
Contact Us
ICALAttachment 1 1
GOVERNMENT OUTREACH
PROFESSIONAL SERICES AGREEMENT
THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter "Agreement") is made
and entered into by and between GOVERNMENT OUTREACH, a California
Corporation (hereinafter "GO"), and the City of Culver City (hereinafter "CLIENT").
NOW THEREFORE, THE PARTIES MUTUALLY AGREE AS FOLLOWS:
1. SCOPE OF SERVICES. GO shall perform the services described in Exhibit "A"
attached hereto and incorporated herein by reference. The services shall be
performed by, or under direct supervision of, GO'S Authorized Representatives:
Kendall Smith and Steve Brozosky.
2. TIME OF PERFORMANCE. Time is of the essence in the performance of
services under this Agreement and any timing requirements set forth herein shall
be strictly adhered to unless otherwise modified in writing in accordance with this
Agreement. GO shall commence performance upon execution of this agreement
and shall complete implementation and training services set forth in Exhibit "A"
according to a schedule mutually agreed by both parties. Any services for which
times for performance are not specified in this Agreement shall be commenced
and completed by GO in a reasonably prompt and timely manner based upon the
circumstances and direction communicated to GO.
3. INDEPENDENT CONTRACTOR STATUS. For services rendered, GO is an
independent contractor and is solely responsible for all acts of its employees,
agents, or sub-consultants, including any negligent acts of omissions.
4. COMPENSATION.
4.1 GO'S fee for this Agreement is Not to Exceed $9,000 for a one year
subscription of the "Government Outreach GOCity CRM Service" and
$8,500 for one time implementation costs for implementation and training
of CLIENT employees and CLIENT contractors for the GOCity CRM
service and integration to CLIENTS LDAP service. CLIENT also agrees
to the license terms of the Government Outreach User Agreement for
GOCity which is attached as Exhibit C. One time Implementation fees are
$5,000 for GOCity and $3,500 for integration to CLIENTS LDAP service.
Additional services performed by GO not included in this agreement, will
be billed at a time and expense basis. Additional services performed by
GO must be approved and in writing by CLIENT prior to commencement
of such work.
4.2 GO shall submit an invoice for implementation expenses upon the
successful completion to the CLIENT describing the services performed.
CLIENT shall for pay the subscription service for the "Government
Outreach GOCity and GOEnforce Services" in advance. Advance
16payments can be made in 6 month or yearly installments at CLIENT'S
choosing.
4.3 Within thirty (30) days after the CLIENT'S receipt of invoice, CLIENT
shall make payment to GO based upon services described on the invoice
and approved by the CLIENT.
5. TERMINATION. Either party may terminate this Agreement by giving ten (10)
days written notice. Upon termination, the CLIENT shall pay GO for all services
satisfactorily performed in accordance with this Agreement, up to the date notice
is given.
6. ATTORNEY'S FEES. In the event any legal action is commenced to enforce
this Agreement, the prevailing party is entitled to reasonable attorney's fees,
costs, and expenses incurred.
7. INSURANCE.
7.1 General. GO shall, throughout the duration of this Agreement, maintain
insurance to cover CLIENT, its agents, representatives, and employees in
connection with the performance of services under this Agreement.
7.2 Commercial General Liability coverage shall be maintained in an amount
not less than $1,000,000 general aggregate and $1,000,000 per occurrence
for general liability, bodily injury, personal injury, and property damage.
7.3 Professional Liability "claims made" coverage shall be maintained to
cover damages that may be the result of errors, omissions, or negligent
acts of GO in an amount not less than $1,000,000 per claim.
8. NOTICES
a. All notices, demands, or other communications which this Agreement
contemplates or authorizes shall be in writing and shall be personally
delivered or mailed to the respective party as follows:
To CLIENT: To GO:
Kendall Smith
President
City of Culver City Government Outreach
9770 Culver Blvd. 2943 Victoria Meadow Ct.
Culver City, California Pleasanton, California
90232 94566
b. Communications shall be deemed to have been given and received on the
first of: (1) actual receipt at the address designated above, or (2) three
working days following the deposit in the United States Mail of registered
or certified mail, sent to the address designated above.
179. MODIFICATIONS. This Agreement may not be modified orally or in any
manner other than by an agreement in writing signed by both parties.
10. WAIVERS. Waiver of a breach or default under this Agreement shall not
constitute a continuing waiver or a waiver of a subsequent breach of the same or
any other provision of this Agreement.
11. SEVERABILITY. In the event any term of this Agreement is held invalid by a
court of competent jurisdiction, the Agreement shall be construed as not
containing that term, and the remainder of this Agreement shall remain in fill
force and effect.
12. JURISDICTION AND VENUE. The interpretation, validity, and enforcement of
the Agreement shall be governed by and construed under the laws of the State of
California. Any suit, claim, or legal proceeding of any kind related to this
Agreement shall be filed and heard in a court of competent jurisdiction in the
County of Los Angeles.
13. ENTIRE AGREEMENT. This Agreement comprises the entire integrated
understanding between the parties concerning the services to be performed for
this project.
14. SIGNATURES. The individuals executing this Agreement represent and warrant
that they have the right, power, legal capacity, and authority to enter into and to
execute this Agreement on behalf of the respective legal entities of CLIENT and
GO. This Agreement shall inure to the benefit of and be binding upon the parties
hereto and their respective successors and assigns.
By: By: Kendall Smith
Title: Title: President
Date: Date:
18GOVERNMENT OUTREACH
PROFESSIONAL SERICES AGREEMENT
THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter "Agreement") is made
and entered into by and between GOVERNMENT OUTREACH, a California
Corporation (hereinafter "GO"), and the City of Culver City (hereinafter "CLIENT").
NOW THEREFORE, THE PARTIES MUTUALLY AGREE AS FOLLOWS:
1. SCOPE OF SERVICES. GO shall perform the services described in Exhibit "A"
attached hereto and incorporated herein by reference. The services shall be
performed by, or under direct supervision of, GO'S Authorized Representatives:
Kendall Smith and Steve Brozosky.
2. TIME OF PERFORMANCE. Time is of the essence in the performance of
services under this Agreement and any timing requirements set forth herein shall
be strictly adhered to unless otherwise modified in writing in accordance with this
Agreement. GO shall commence performance upon execution of this agreement
and shall complete implementation and training services set forth in Exhibit "A"
according to a schedule mutually agreed by both parties. Any services for which
times for performance are not specified in this Agreement shall be commenced
and completed by GO in a reasonably prompt and timely manner based upon the
circumstances and direction communicated to GO.
3. INDEPENDENT CONTRACTOR STATUS. For services rendered, GO is an
independent contractor and is solely responsible for all acts of its employees,
agents, or sub-consultants, including any negligent acts of omissions.
4. COMPENSATION.
4.1 GO'S fee for this Agreement is Not to Exceed $4,200 for a one year
subscription of the "Government Outreach GOEnforce Code Enforcement
Service" and $4,000 for one time implementation costs for implementation
and training of CLIENT employees and CLIENT contractors for the
GOEnforce Code Enforcement service. CLIENT also agrees to the license
terms of the Government Outreach User Agreement for GOEnforce which
is attached as Exhibit C. One time Implementation fees are $4,000 for
GOEnforce. Additional services performed by GO not included in this
agreement, will be billed at a time and expense basis. Additional services
performed by GO must be approved and in writing by CLIENT prior to
commencement of such work.
4.2 GO shall submit an invoice for implementation expenses upon the
successful completion to the CLIENT describing the services performed.
CLIENT shall for pay the subscription service for the "Government
Outreach GOCity and GOEnforce Services" in advance. Advance
19payments can be made in 6 month or yearly installments at CLIENT'S
choosing.
4.3 Within thirty (30) days after the CLIENT'S receipt of invoice, CLIENT
shall make payment to GO based upon services described on the invoice
and approved by the CLIENT.
5. TERMINATION. Either party may terminate this Agreement by giving ten (10)
days written notice. Upon termination, the CLIENT shall pay GO for all services
satisfactorily performed in accordance with this Agreement, up to the date notice
is given.
6. ATTORNEY'S FEES. In the event any legal action is commenced to enforce
this Agreement, the prevailing party is entitled to reasonable attorney's fees,
costs, and expenses incurred.
7. INSURANCE.
7.1 General. GO shall, throughout the duration of this Agreement, maintain
insurance to cover CLIENT, its agents, representatives, and employees in
connection with the performance of services under this Agreement.
7.2 Commercial General Liability coverage shall be maintained in an amount
not less than $1,000,000 general aggregate and $1,000,000 per occurrence
for general liability, bodily injury, personal injury, and property damage.
7.3 Professional Liability "claims made" coverage shall be maintained to
cover damages that may be the result of errors, omissions, or negligent
acts of GO in an amount not less than $1,000,000 per claim.
8. NOTICES
a. All notices, demands, or other communications which this Agreement
contemplates or authorizes shall be in writing and shall be personally
delivered or mailed to the respective party as follows:
To CLIENT: To GO:
Kendall Smith
President
City of Culver City Government Outreach
9770 Culver Blvd. 2943 Victoria Meadow Ct.
Culver City, California Pleasanton, California
90232 94566
b. Communications shall be deemed to have been given and received on the
first of: (1) actual receipt at the address designated above, or (2) three
working days following the deposit in the United States Mail of registered
or certified mail, sent to the address designated above.
204|1010|i
9. MODIFICATIONS. This Agreement may not be modified orally or in any
manner other than by an agreement in writing signed by both parties.
10. WAIVERS. Waiver of a breach or default under this Agreement shall not
constitute a continuing waiver or a waiver of a subsequent breach of the same or
any other provision of this Agreement.
11. SEVERABILITY. In the event any term of this Agreement is held invalid by a
court of competent jurisdiction, the Agreement shall be construed as not
containing that term, and the remainder of this Agreement shall remain in fill
force and effect.
12. JURISDICTION AND VENUE. The interpretation, validity, and enforcement of
the Agreement shall be governed by and construed under the laws of the State of
California. Any suit, claim, or legal proceeding of any kind related to this
Agreement shall be filed and heard in a court of competent jurisdiction in the
County of Los Angeles.
13. ENTIRE AGREEMENT. This Agreement comprises the entire integrated
understanding between the parties concerning the services to be performed for
this project.
14. SIGNATURES. The individuals executing this Agreement represent and warrant
that they have the right, power, legal capacity, and authority to enter into and to
execute this Agreement on behalf of the respective legal entities of CLIENT and
GO. This Agreement shall inure to the benefit of and be binding upon the parties
hereto and their respective successors and assigns.
By: By: Kendall Smith
Title: Title: President
Date: Date:
219/25/06
Authorization to enter into contract with Government Outreach
Corporation of Pleasanton California for Citizen Request
Management, (CRM) and Automated Code Enforcement Services.
MEETING DATE:
AGENDA ITEM:
ATTACHMENTS
Pages
1. Western City Magazine June 2005 1-2
2. CRM Integrated Survey 3
3. CRM Survey Report 4
4. City of Tracy, The Record October 2004 5-6
5. City of Barstow, Desert Dispatch January 2005 7
6. City of San Ramon, Contra Costa Times January 2006 8-9
7. Apple Valley, Daily Press November 2005 10-11
8. Manteca, The Record April 2005 12
9. City of Clovis, Independent November 2005 13-14
10. GO Santa Monica web page 15
11. Professional Services Agreements 16-21Attachment 1
Western City Magazine, June 2005
Improve citizen contact, save money with "CRM" Systems
Many California cities are reaping the benefits of "Citizen Relationship Management"
(CRM) systems, which greatly improve managing and responding to citizen requests for
services and information.
The systems are typically web-based (meaning no hardware or software installation
headaches), inexpensive (most systems are within staff approval limits), and highly
reliable. Any citizen, employee, or public official with a Web browser can use the
system, which processes online, telephone, and in-person citizen contacts.
Two cities with CRM systems report startling improvements in handling citizen contacts
within just a few months of implementation:
• Tracy has doubled the number of citizen requests and comments received via
the Web; almost 70% of San Ramon's contacts are now sent online
• Half of San Ramon's requests are resolved within a day or less, with 93%
resolved within two weeks; this is significantly shorter than before CRM
implementation
• Tracy has seen a 70% decrease in the number of open requests vs. its previous
system; this indicates that staff is able to respond much faster
• Over 90% of San Ramon's contacts are completed within the city's optimal
timeframe for service requests
• 95% of those using the Tracy system report a positive experience with city staff
Cities also find that CRM systems are saving money and helping staff work more
efficiently because:
• System pays for itself by allowing employees to work on non-administrative
tasks, saving up to 'A FTE through increased productivity.
• Timely reports are delivered right to your email inbox.
• A survey feature is built into every contact.
• Allows others in department to know the status of a request when the primary
employee is not available.
CRM systems are being used to make real-time capital improvement and maintenance
decisions based on where services are needed versus a typical maintenance schedule,representing significant savings. Waste haulers and cable companies are just two
examples of how cities can manage contractor responsiveness.
Follow-up letters or emails to citizens can be automatically generated, letting them know
the status of their service or information request. Internal requests are also managed
through the system, including building maintenance, telephones, computers, sick leave,
copiers, window cleaning, custodial, etc.
CRM systems have been an important business tool in the private sector for many
years. With systems now available specifically for local governments, cities can easily
put this great technology to work.
2c
n eg a ed Survey
http://user.govoutreachocom - Survey - Microsoft Internet Explorer
Satisfactiorturiiiey Regilest 'ii: 19830 Entered on 0113012006 4:16 PM
Below is the survey as filled in by the requestor
Good
Please indicate your evaluation of our service.
Superior
Employee Effectiveness
Time to Respond
Employee Courtesy
Average Below Average Poor|10 9| 0|10 9| 0|10 9| 0
How were your expectations met?
0 Exceeded Expectations 0 Met Expectations 0 Belcrin e Expectations
What did you like or dislike about our service?
Officer Jackson was extremely helpful and he displayed excellent
communication skills. He was resourceful with his knowledge of the
issue(s). We feel hopeful in resolving this problem now. Thank you
Officer Jackson.
Tom and Nancy Leel
Done •InternetExpectations Met
No answer
Exceeded
Met
Below
15 (16%)
34 (37%)
44 (47%)
Employee Courtesy
RM Survey Rep
Employee Effectiveness
Time to RespondAttachment 4
The Record
NEWS WORTH SHARING
E-mail to city gets results
New online service answers questions, addresses problems
By Rick Brewer
Record Staff Writer
TRACY — Ruddy Sanez noticed that the street light in front of his home in the 400 block of West 10th Street
did not work. Instead of driving to City Hall or calling the public works department to register a complaint,
Sanez did the next best thing.
He logged onto the Internet and e-mailed the city. At 5 p.m. Oct 7, he filled out a questionnaire on the city's
Web site. By 11:55 a.m. the next day, the street light was repaired.
"That was incredibly fast. This Web site is very useful," Sanez said. "I'm glad the city of Tracy is becoming a
model city."
Tracy residents have fielded more than 100 similar requests since Oct. 1 to city employees under a new
online customer- service program. Citizens can register their questions, comments or concerns through the
city's Web site. Requests are routed to the appropriate city employee and are to be dealt with in a timely
manner.
"It's a highly efficient way to communicate with city government," interim City Manager Zane Johnston said.
"This basically allows us to be open 24 hours a day."
Interested citizens can go to www.ci.tracv.ca.us and click on the "Contact Us" link. A screen will pop up that
shepherds the user through a series of questions and drop-down menus. After identifying the problem or
question and providing an e-mail address, residents can click the send button at the bottom of the page and
the customer-service request will be sent to the correct city staff
person.
The vast majority of requests, said economic development analyst Linda Maurer, are split between public
works and parks and community services. Sanez's request was sent to the city's engineering department.
"Basically, this is the best way we've yet found for the city to take requests in, disseminate them to the
appropriate person and make sure that follow-through occurs," Maurer said. .
Tracy was the first municipality to purchase a $15,000 yearly contract from Government Outreach, a
Pleasanton firm that developed and maintains the software. Co-owner Kendall Smith said his partner, Steve
Brozosky, is a Pleasanton City Council member with a background in customer-relationship management
software. In his council post, Brozosky began to field several questions about city services and decided
similar software could be tailored to fit municipal governments.
"In the past, Tracy had no way of sharing information across departments or no good way of tracking
complaints. If you're a citizen, you might hear something back or you might not. Now, you will," Smith said.
"All cities need a system that allows them to do more customer service with less money. This is a cost-
effective solution, and the ultimate goal is to make citizens happier with their local government."|1010|5Maurer said online customer- service requests in September, when the city began the Web-based program,
made up 19 percent of all requests handled by city agencies. Through Thursday, that figure had jumped to
33 percent.
"We're really pleased," Johnston said.
So is Sanez. He has now e-mailed the city for help with another neighborhood problem and said the city has
given him a timetable as to when it will be addressed.
"That's another great thing about e-mail -- accountability," Sanez said. "If this is the normal experience from
the Web site, then Tracy's got one over most other cities."
* To reach reporter Rick Brewer, phone (209) 833-1141 or e-mail rbrewer@recordnet.com
6Attachment 5
De
The Desert Dispatch is a daily newspaper serving the communities of Barstow, Dagget, Fort
Irwin, Hinkley, Lenwood, Newberry Springs and Yermo.
Tuesday, January 25, 2005
City complaint desk goes online
By KELLY DONOVAN/Staff Writer
BARSTOW -- From barking dogs to potholes, residents now have a place to file their
complaints with City Hall without getting the runaround.
The city launched a new customer service feature on its Web site Monday, allowing residents
to ask questions and register problems, complaints and compliments online. The system is
designed to make sure residents' issues are handled in a timely fashion, and it allows
residents to track the status of their requests.
"(The City Council) wanted the city to become more responsive to the residents," city
spokesman John Rader said.
After submitting a request via a form on the Web site, residents will get a confirmation
message that includes the deadline when they should expect to hear back from a city staff
member. The deadline for most requests has been set at two weeks.
To keep the city staff on track with responding to requests on time, the system notifies the
staff member responsible for handling a request as the deadline approaches, Rader said.
In the past, he said, a staff member might lose little notes on their desk about a resident's
problem, or get busy and forget to get back to somebody. Now, he said, the software won't
lose the information or forget about it.
"The system doesn't allow anything to fall through the cracks," he said.
The online customer service is available on the city's Web site, www.barstowca.orq, by clicking
on the "contact us" button in the "City News" box.
7Attachment 6
Con raCostaTimes
CITY WEB SITE TAKES SERVICE TO NEW LEVELS
SAN RAMON: SYSTEM ALLOWS CITIZENS TO COMPLAIN, COMMENT ONLINE, TRACK
RESPONSES WITHIN GOVERNMENT
By Scott Marshall
CONTRA COSTA TIMES
SAN FtAMON - During the day and even in the dead of night they e-mail, ultimately zeroing in on the
computer screen of someone in San Ramon city government. They complain, comment, compliment and
even wax eloquent on all manner of things, including - but not limited to - about 150 topics ranging from
barking dogs to code enforcement to streets and public works. E-mailers can also create their own topic
and go from there
Residents, city staffers and even City Council members have embraced a two-way Web-based
communication system with the city. This Citizen Request Management system has logged more than
3,300 requests over the past year.
"We try to please everybody," said Rosemary Co, the city's Web manager. From Jan. 1, 2005 through this
past Jan. 19, the city received 1,871 requests from the public through the system, and all but 44 were
"closed," or resolved. The system logged 1,462 internal requests from employees, City Council members
and others .
The topics most frequently mentioned in e-mails to the request management system, both internally and
from the general public, included building maintenance, miscellaneous public services, computer and tech
support, street lights, park maintenance, custodial issues and sidewalk repairs.
The city closes most requests within a day; 93 percent are closed within two weeks. Since San Ramon's
system was launched in 2004, it has helped shorten city response times to questions, according to
Pleasanton-based Government Outreach, the company that created it.
More than 90 percent of the city's contacts are completed within the city-instituted time frame -- seven
days. If a problem isn't resolved or a question isn't answered in seven days, the person responsible for
resolving it gets a reminder and Co is notified. If resolution isn't achieved in 10 days, then a department
head gets involved.
The system, operated remotely from Government Outreach's office in Pleasanton, costs about $1,000.
Development began in 2003 with detailed studies of how local governments could adapt technology long a
mainstay of the private sector. The system has since spread to some 16 public entities, said GO founder
and president Kendall Smith.
"Local governments and cities typically don't have a large IT staff, so they wanted something extremely
easy," Smith said. "The systems that were typically being sold were expensive and large scale, they didn't
have a really good citizen or public access point." .
San Ramon's IT staff monitors the city's Web site constantly to ensure that the CRM system is available
and that requests are routed immediately to specific staff members. "It's Web-based, it doesn't require
software to be installed on the citizens' or the cities' computers," which IT professionals prefer, Smith
said. "We do all the hosting remotely." One of the key reasons for the program's success is that Co can
talk directly with a requester by e-mail, while the request is pending, and city staff members can discuss a
specific request among themselves .
8"The system is evolving as we find other things we need the CRM to do," said Stephen Keagy, the city's
information technology manager.
San Ramon residents have embraced the system because they have high expectations in communication
with the city as they do when - for instance, shopping online or tracking a mail order. Co and Keagy can
crunch the data on how city resources are used and how the city responds to specific problems, and
department heads and the City Council review them. "Customer service is a big issue," said Scott
Summer-field, a Government Outreach vice president. "They never got a call back, never knew if it was
followed up on or if it was completed, which led to frustration," he said. "With this, people can track
requests."
The system also can be used to spot trends by neighborhoods or problem areas, and the city can post
updates and current information on the Web site.
The city is also setting up a system td route citizen requests through staff members to contractors who
perform work, Co said.
Every e-mail is sent to someone, even when the topic is more esoteric than concrete. One e-mailer wrote
to complain about motorists who talk on cell phones while they drive, Co recalled. "I thought that was kind
of a policy question, so I sent it to Herb (Moniz, the city manager)," Co said. Not long afterward, city
employees got a memo restricting cell phone use for driving on city business, except in emergencies.
9Attachment 7
Thursday, November 3, 2005
Help window could go online
If adopted, program would allow resident to to track handling of complaints
By LEROY STANDISH/Staff Writer
APPLE VALLEY — Got a complaint that Town Hall might be able to help with? Try using the Internet.
If the Town Council gives its nod of approval, residents will be able to log on to the town's Web site
(www.applevalley.orq) to get their grievances handled. The Web-based "customer relations management
software" will allow people to submit their problems — from code violations to pot holes — directly to the
town employee responsible for correcting the situation. It will also allow residents to track the status of their
complaint as it works its way toward resolution.
"They can submit any problems they have and it's cool," Kathie Martin, town spokeswoman, said. "It is going
to be a real efficient way for us and citizens to get stuff taken care of, so we are excited. It makes sure no
one falls through the cracks."
The computer software under consideration is produced by Government Outreach. Martin said the company
is willing to install the software for free, but thereafter it will be a cost of $750 a month for continued
licensing.
If installed the system will provide residents who file a complaint a work order number. Using the number
residents can check back at any time to find out the status of their complaint, Martin said.
Residents who do not have access to a computer can still call or write a letter to Town Hall. Their request
will be inputted into the new system, and a staff person will either provide them with a tracking number over
the phone or write them a response letter, Martin said.
"Right now our town manager's office has an Excel spread sheet," Martin said.
A resident's complaint is entered onto the spread sheet, a staff person is assigned to the problem, and they
are required to respond as to how the problem was resolved or dealt with within 10 days.
The proposed new system "will put the request directly to the person assigned to handle it," Martin said. "It is
just more efficient."
The same system is in use in Barstow.
"It provides the citizens with access to city hall 24-hours a day, 365 days a year," John Rader, spokesman
for Barstow, said. "In the past, before we had the (customer relations management software) someone might
call or send an e-mail or send a letter, and the employees may have had all the good intentions of getting
back to the person but for whatever reason they fell through the cracks. That can't happen with this system."
Apple Valley officials expect the new software will also be used to track trends or allow town officials to input
a single address and immediately pull up all town responses to that address. With the current system that
would only be possible by laboriously going from town department to department checking and rechecking
the one address.
An additional benefit to the proposed software is that the town will be able to notify residents of changes to
services or new programs the town is offering that residents have shown past interest in. For example,
everyone in the past who has inquired about adult sports leagues can be notified of new programs at the
click of a mouse.
10Town Council will consider the new software during its Tuesday night meeting at 7 p.m.
LeRoy Standish may be reached at 951-6277 or Istandish@wdailypress.com .
11Attachment 8
The Record
NEWS WORTH SHARING
Manteca Web site makes city services more
accessible
By Rhashad Pittman
Record Staff Writer
Published Wednesday, April 6, 2005
MANTECA -- Whether it's that pothole in the street or that burned-out light bulb on the corner, citizens in Manteca will be able to
ask for service from the city easier and faster.
And they may get a reply sooner than expected.
The Manteca City Council on Monday approved a Web-based program that will allow residents to make requests, file complaints
or ask questions online through the city's Web site. The City Outreach program will make it easier for city staffers to track citizens'
requests and respond to them faster, officials said.
"It makes us more accessible," Assistant City Manager Karen McLaughlin said.
In the past few months, Tracy and San Ramon have started using the service, which was created by the software company
Government Outreach. Once the Pleasanton-based company installs the service over the next couple of months, residents will be
able to go to Manteca's Web site at www.ci.manteca.ca.us , click on an icon and type in a question, suggestion or complaint. Once
it's entered, the request automatically will be forwarded to the appropriate department.
"Sometimes, the public doesn't know which department to go to," McLaughlin said. "It's really a great benefit to the public."
The program includes a feature that allows city officials to keep track of how fast requests are being handled. Citizens without
Internet access can call city staffers, who will file the request online for the residents, officials said.
The program will cost the city $1,000 a month to operate and a one-time setup fee of $5,000. City officials will use funding from
various departments to pay for the service, including money set aside for information technology equipment, officials said.
San Ramon staffers said their city's outreach program has run smoothly since it was installed in January. City employees use the
system to make internal requests, including for computer and printer repairs, said Rosemary Co, San Rannon's Web manager.
Residents and city employees have made 685 requests since it was installed, with nearly half coming from staffers, she said.
"It's a nice, interactive system for handling problems or complaints," said Stephen Keagy, San Ramon's information technology
manager. "It kind of keeps everybody on the top of their game."
To reach reporter Rhashad Pittman, phone (209) 239-3324 or e-mail rpittmanrecordnet.com
12Attachment 9
Friday, November 4, 2005
City will launch online complaint system
Hi-tech move seen as more efficient
By By Graham Moes/Independent Staff Writer
The people who help run Clovis are so sure people like it here, they're making it easier to complain.
Come January, the city will launch a new, Web-based "Citizen Response System" following the City
Council's unanimous approval Oct. 17.
Locals will be able to sound off cyber-style on a range of issues and problems including animal control, code
enforcement, streets, landscaping, traffic, utilities, parks and more.
The system may be used anonymously in many cases, says City Clerk John Holt.
And if complaining isn't a person's style, it's OK to drop the city a line about what's good in the neighborhood
instead.
Holt took the council and public on a walk-through using a conceptual prototype of what residents might see
when logging on, including a pull-down menu system allowing users to pinpoint dozens of specific topics
within city services and departments.
After leaving a comment through the system, users will be sent an e-mail receipt confirming the particulars
and, when appropriate, a time frame in which to expect a reply.
The process should take minutes, depending on how much someone has to say.
Follow-up notification via e-mail, phone, or regular mail after the request has been dealt with will include
work details or steps taken to address the issue.
And for the lower-tech majority out there, fear not. The system won't replace current phone, fax or face-to-
face inquiries.
"There are those in the city who will never log onto the Web site to enter a complaint -- we know that," Holt
said. "We will continue to serve them in whatever fashion they desire. They want to use the phone or they
want to stop by and lodge the complaint, we will then input them [to the CRS] and route them appropriately."
Holt said the new system would also hold departments more directly accountable, sending automated notice
to managers for open jobs yet to be addressed.
"As it stands right now, we receive inquiries that several different departments may be working on to resolve
the same issue," Holt said. "A tool like this will help reduce the duplication of effort."
Future planning for problem areas receiving regular hits would be another benefit, he said.
13"Fully a third of our employees are approaching retirement age. When they leave, they take a huge amount
of information and history with them. Having a tool like this will help bridge the gap [with] a database the next
generation can refer to," Holt said.
Council Member Jose Flores voiced privacy concerns for residents, wondering at the same time if responses
could even be restricted to locals to keep merely "malicious" hit-and-run cranks from clogging the system.
Holt said the city wouldn't sell resident information to third parties and that the system could be configured to
require user IDs for certain issues.
Council Member Lynne Ashbeck called it a fabulous way to streamline city/citizen communication.
"This is a huge leap forward that we've been trying to get to for some time," said City Manager Kathy
Millison.
The manual-labor approach to fielding and distributing requests has become a burden on staff, given the
city's growth in recent years, she said.
The city plans a soft launch of the system in January, with a full launch shortly after.
The city's Web site is www.ci.clovis.ca.us
E-mail Graham Moes at qmoesclovisindependent.com .
14Address
http;llsanta-monica.orgicommunicationicityformsjcontactus.htm
City of Santa Monica°
;
r VISITORS RESIDE TS .USINESS CITY HALL CITY SERV1C QUICK IftDtX
ADVANC ED ,,,EAFIC H I fTE NAP
IP) ).0 Search Back • Favorites
41C,
kir
File Edit View Favorites Tools Help
Home City Forms
usanta Monica
I FEEDBACK
CUSTOMER CONtERN RESPONSE SYSTEM
Click on the logo to enter For general questions or comments,
your problem or concern please click on the link above.
Your message will be automatically delivered to
the correct city department or division and you
will receive a reply and tracking number.
You will be able to direct your message to the
department of your choice.
OR WRITE, CALL OR FAX US:
City of Santa Monica
1685 Main Street
Santa Monica j CA 90401
(310) 458-8411
(310) 917-6640 (Fax)
(310) 917-6626 (TTY)
For technical questions or comments regarding this website,
please e-mail: webmaster.mailbox@smgov.net
This •a e was last modified on 07/03/2006
City of Santa Monica 1685 Main St., Santa Monica, CA 90401 (310) 458-6411 TTY (310) 917-6626
Copyright (Er) 2006 City of Santa Monica, All Rights Reserved, Disclaimer Privac y Polic y I Accessibility Policy
I
Contact Us
ICALAttachment 1 1
GOVERNMENT OUTREACH
PROFESSIONAL SERICES AGREEMENT
THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter "Agreement") is made
and entered into by and between GOVERNMENT OUTREACH, a California
Corporation (hereinafter "GO"), and the City of Culver City (hereinafter "CLIENT").
NOW THEREFORE, THE PARTIES MUTUALLY AGREE AS FOLLOWS:
1. SCOPE OF SERVICES. GO shall perform the services described in Exhibit "A"
attached hereto and incorporated herein by reference. The services shall be
performed by, or under direct supervision of, GO'S Authorized Representatives:
Kendall Smith and Steve Brozosky.
2. TIME OF PERFORMANCE. Time is of the essence in the performance of
services under this Agreement and any timing requirements set forth herein shall
be strictly adhered to unless otherwise modified in writing in accordance with this
Agreement. GO shall commence performance upon execution of this agreement
and shall complete implementation and training services set forth in Exhibit "A"
according to a schedule mutually agreed by both parties. Any services for which
times for performance are not specified in this Agreement shall be commenced
and completed by GO in a reasonably prompt and timely manner based upon the
circumstances and direction communicated to GO.
3. INDEPENDENT CONTRACTOR STATUS. For services rendered, GO is an
independent contractor and is solely responsible for all acts of its employees,
agents, or sub-consultants, including any negligent acts of omissions.
4. COMPENSATION.
4.1 GO'S fee for this Agreement is Not to Exceed $9,000 for a one year
subscription of the "Government Outreach GOCity CRM Service" and
$8,500 for one time implementation costs for implementation and training
of CLIENT employees and CLIENT contractors for the GOCity CRM
service and integration to CLIENTS LDAP service. CLIENT also agrees
to the license terms of the Government Outreach User Agreement for
GOCity which is attached as Exhibit C. One time Implementation fees are
$5,000 for GOCity and $3,500 for integration to CLIENTS LDAP service.
Additional services performed by GO not included in this agreement, will
be billed at a time and expense basis. Additional services performed by
GO must be approved and in writing by CLIENT prior to commencement
of such work.
4.2 GO shall submit an invoice for implementation expenses upon the
successful completion to the CLIENT describing the services performed.
CLIENT shall for pay the subscription service for the "Government
Outreach GOCity and GOEnforce Services" in advance. Advance
16payments can be made in 6 month or yearly installments at CLIENT'S
choosing.
4.3 Within thirty (30) days after the CLIENT'S receipt of invoice, CLIENT
shall make payment to GO based upon services described on the invoice
and approved by the CLIENT.
5. TERMINATION. Either party may terminate this Agreement by giving ten (10)
days written notice. Upon termination, the CLIENT shall pay GO for all services
satisfactorily performed in accordance with this Agreement, up to the date notice
is given.
6. ATTORNEY'S FEES. In the event any legal action is commenced to enforce
this Agreement, the prevailing party is entitled to reasonable attorney's fees,
costs, and expenses incurred.
7. INSURANCE.
7.1 General. GO shall, throughout the duration of this Agreement, maintain
insurance to cover CLIENT, its agents, representatives, and employees in
connection with the performance of services under this Agreement.
7.2 Commercial General Liability coverage shall be maintained in an amount
not less than $1,000,000 general aggregate and $1,000,000 per occurrence
for general liability, bodily injury, personal injury, and property damage.
7.3 Professional Liability "claims made" coverage shall be maintained to
cover damages that may be the result of errors, omissions, or negligent
acts of GO in an amount not less than $1,000,000 per claim.
8. NOTICES
a. All notices, demands, or other communications which this Agreement
contemplates or authorizes shall be in writing and shall be personally
delivered or mailed to the respective party as follows:
To CLIENT: To GO:
Kendall Smith
President
City of Culver City Government Outreach
9770 Culver Blvd. 2943 Victoria Meadow Ct.
Culver City, California Pleasanton, California
90232 94566
b. Communications shall be deemed to have been given and received on the
first of: (1) actual receipt at the address designated above, or (2) three
working days following the deposit in the United States Mail of registered
or certified mail, sent to the address designated above.
179. MODIFICATIONS. This Agreement may not be modified orally or in any
manner other than by an agreement in writing signed by both parties.
10. WAIVERS. Waiver of a breach or default under this Agreement shall not
constitute a continuing waiver or a waiver of a subsequent breach of the same or
any other provision of this Agreement.
11. SEVERABILITY. In the event any term of this Agreement is held invalid by a
court of competent jurisdiction, the Agreement shall be construed as not
containing that term, and the remainder of this Agreement shall remain in fill
force and effect.
12. JURISDICTION AND VENUE. The interpretation, validity, and enforcement of
the Agreement shall be governed by and construed under the laws of the State of
California. Any suit, claim, or legal proceeding of any kind related to this
Agreement shall be filed and heard in a court of competent jurisdiction in the
County of Los Angeles.
13. ENTIRE AGREEMENT. This Agreement comprises the entire integrated
understanding between the parties concerning the services to be performed for
this project.
14. SIGNATURES. The individuals executing this Agreement represent and warrant
that they have the right, power, legal capacity, and authority to enter into and to
execute this Agreement on behalf of the respective legal entities of CLIENT and
GO. This Agreement shall inure to the benefit of and be binding upon the parties
hereto and their respective successors and assigns.
By: By: Kendall Smith
Title: Title: President
Date: Date:
18GOVERNMENT OUTREACH
PROFESSIONAL SERICES AGREEMENT
THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter "Agreement") is made
and entered into by and between GOVERNMENT OUTREACH, a California
Corporation (hereinafter "GO"), and the City of Culver City (hereinafter "CLIENT").
NOW THEREFORE, THE PARTIES MUTUALLY AGREE AS FOLLOWS:
1. SCOPE OF SERVICES. GO shall perform the services described in Exhibit "A"
attached hereto and incorporated herein by reference. The services shall be
performed by, or under direct supervision of, GO'S Authorized Representatives:
Kendall Smith and Steve Brozosky.
2. TIME OF PERFORMANCE. Time is of the essence in the performance of
services under this Agreement and any timing requirements set forth herein shall
be strictly adhered to unless otherwise modified in writing in accordance with this
Agreement. GO shall commence performance upon execution of this agreement
and shall complete implementation and training services set forth in Exhibit "A"
according to a schedule mutually agreed by both parties. Any services for which
times for performance are not specified in this Agreement shall be commenced
and completed by GO in a reasonably prompt and timely manner based upon the
circumstances and direction communicated to GO.
3. INDEPENDENT CONTRACTOR STATUS. For services rendered, GO is an
independent contractor and is solely responsible for all acts of its employees,
agents, or sub-consultants, including any negligent acts of omissions.
4. COMPENSATION.
4.1 GO'S fee for this Agreement is Not to Exceed $4,200 for a one year
subscription of the "Government Outreach GOEnforce Code Enforcement
Service" and $4,000 for one time implementation costs for implementation
and training of CLIENT employees and CLIENT contractors for the
GOEnforce Code Enforcement service. CLIENT also agrees to the license
terms of the Government Outreach User Agreement for GOEnforce which
is attached as Exhibit C. One time Implementation fees are $4,000 for
GOEnforce. Additional services performed by GO not included in this
agreement, will be billed at a time and expense basis. Additional services
performed by GO must be approved and in writing by CLIENT prior to
commencement of such work.
4.2 GO shall submit an invoice for implementation expenses upon the
successful completion to the CLIENT describing the services performed.
CLIENT shall for pay the subscription service for the "Government
Outreach GOCity and GOEnforce Services" in advance. Advance
19payments can be made in 6 month or yearly installments at CLIENT'S
choosing.
4.3 Within thirty (30) days after the CLIENT'S receipt of invoice, CLIENT
shall make payment to GO based upon services described on the invoice
and approved by the CLIENT.
5. TERMINATION. Either party may terminate this Agreement by giving ten (10)
days written notice. Upon termination, the CLIENT shall pay GO for all services
satisfactorily performed in accordance with this Agreement, up to the date notice
is given.
6. ATTORNEY'S FEES. In the event any legal action is commenced to enforce
this Agreement, the prevailing party is entitled to reasonable attorney's fees,
costs, and expenses incurred.
7. INSURANCE.
7.1 General. GO shall, throughout the duration of this Agreement, maintain
insurance to cover CLIENT, its agents, representatives, and employees in
connection with the performance of services under this Agreement.
7.2 Commercial General Liability coverage shall be maintained in an amount
not less than $1,000,000 general aggregate and $1,000,000 per occurrence
for general liability, bodily injury, personal injury, and property damage.
7.3 Professional Liability "claims made" coverage shall be maintained to
cover damages that may be the result of errors, omissions, or negligent
acts of GO in an amount not less than $1,000,000 per claim.
8. NOTICES
a. All notices, demands, or other communications which this Agreement
contemplates or authorizes shall be in writing and shall be personally
delivered or mailed to the respective party as follows:
To CLIENT: To GO:
Kendall Smith
President
City of Culver City Government Outreach
9770 Culver Blvd. 2943 Victoria Meadow Ct.
Culver City, California Pleasanton, California
90232 94566
b. Communications shall be deemed to have been given and received on the
first of: (1) actual receipt at the address designated above, or (2) three
working days following the deposit in the United States Mail of registered
or certified mail, sent to the address designated above.
204|1010|i
9. MODIFICATIONS. This Agreement may not be modified orally or in any
manner other than by an agreement in writing signed by both parties.
10. WAIVERS. Waiver of a breach or default under this Agreement shall not
constitute a continuing waiver or a waiver of a subsequent breach of the same or
any other provision of this Agreement.
11. SEVERABILITY. In the event any term of this Agreement is held invalid by a
court of competent jurisdiction, the Agreement shall be construed as not
containing that term, and the remainder of this Agreement shall remain in fill
force and effect.
12. JURISDICTION AND VENUE. The interpretation, validity, and enforcement of
the Agreement shall be governed by and construed under the laws of the State of
California. Any suit, claim, or legal proceeding of any kind related to this
Agreement shall be filed and heard in a court of competent jurisdiction in the
County of Los Angeles.
13. ENTIRE AGREEMENT. This Agreement comprises the entire integrated
understanding between the parties concerning the services to be performed for
this project.
14. SIGNATURES. The individuals executing this Agreement represent and warrant
that they have the right, power, legal capacity, and authority to enter into and to
execute this Agreement on behalf of the respective legal entities of CLIENT and
GO. This Agreement shall inure to the benefit of and be binding upon the parties
hereto and their respective successors and assigns.
By: By: Kendall Smith
Title: Title: President
Date: Date:
219/25/06
Authorization to enter into contract with Government Outreach
Corporation of Pleasanton California for Citizen Request
Management, (CRM) and Automated Code Enforcement Services.
MEETING DATE:
AGENDA ITEM:
ATTACHMENTS
Pages
1. Western City Magazine June 2005 1-2
2. CRM Integrated Survey 3
3. CRM Survey Report 4
4. City of Tracy, The Record October 2004 5-6
5. City of Barstow, Desert Dispatch January 2005 7
6. City of San Ramon, Contra Costa Times January 2006 8-9
7. Apple Valley, Daily Press November 2005 10-11
8. Manteca, The Record April 2005 12
9. City of Clovis, Independent November 2005 13-14
10. GO Santa Monica web page 15
11. Professional Services Agreements 16-21Attachment 1
Western City Magazine, June 2005
Improve citizen contact, save money with "CRM" Systems
Many California cities are reaping the benefits of "Citizen Relationship Management"
(CRM) systems, which greatly improve managing and responding to citizen requests for
services and information.
The systems are typically web-based (meaning no hardware or software installation
headaches), inexpensive (most systems are within staff approval limits), and highly
reliable. Any citizen, employee, or public official with a Web browser can use the
system, which processes online, telephone, and in-person citizen contacts.
Two cities with CRM systems report startling improvements in handling citizen contacts
within just a few months of implementation:
• Tracy has doubled the number of citizen requests and comments received via
the Web; almost 70% of San Ramon's contacts are now sent online
• Half of San Ramon's requests are resolved within a day or less, with 93%
resolved within two weeks; this is significantly shorter than before CRM
implementation
• Tracy has seen a 70% decrease in the number of open requests vs. its previous
system; this indicates that staff is able to respond much faster
• Over 90% of San Ramon's contacts are completed within the city's optimal
timeframe for service requests
• 95% of those using the Tracy system report a positive experience with city staff
Cities also find that CRM systems are saving money and helping staff work more
efficiently because:
• System pays for itself by allowing employees to work on non-administrative
tasks, saving up to 'A FTE through increased productivity.
• Timely reports are delivered right to your email inbox.
• A survey feature is built into every contact.
• Allows others in department to know the status of a request when the primary
employee is not available.
CRM systems are being used to make real-time capital improvement and maintenance
decisions based on where services are needed versus a typical maintenance schedule,representing significant savings. Waste haulers and cable companies are just two
examples of how cities can manage contractor responsiveness.
Follow-up letters or emails to citizens can be automatically generated, letting them know
the status of their service or information request. Internal requests are also managed
through the system, including building maintenance, telephones, computers, sick leave,
copiers, window cleaning, custodial, etc.
CRM systems have been an important business tool in the private sector for many
years. With systems now available specifically for local governments, cities can easily
put this great technology to work.
2c
n eg a ed Survey
http://user.govoutreachocom - Survey - Microsoft Internet Explorer
Satisfactiorturiiiey Regilest 'ii: 19830 Entered on 0113012006 4:16 PM
Below is the survey as filled in by the requestor
Good
Please indicate your evaluation of our service.
Superior
Employee Effectiveness
Time to Respond
Employee Courtesy
Average Below Average Poor|10 9| 0|10 9| 0|10 9| 0
How were your expectations met?
0 Exceeded Expectations 0 Met Expectations 0 Belcrin e Expectations
What did you like or dislike about our service?
Officer Jackson was extremely helpful and he displayed excellent
communication skills. He was resourceful with his knowledge of the
issue(s). We feel hopeful in resolving this problem now. Thank you
Officer Jackson.
Tom and Nancy Leel
Done •InternetExpectations Met
No answer
Exceeded
Met
Below
15 (16%)
34 (37%)
44 (47%)
Employee Courtesy
RM Survey Rep
Employee Effectiveness
Time to RespondAttachment 4
The Record
NEWS WORTH SHARING
E-mail to city gets results
New online service answers questions, addresses problems
By Rick Brewer
Record Staff Writer
TRACY — Ruddy Sanez noticed that the street light in front of his home in the 400 block of West 10th Street
did not work. Instead of driving to City Hall or calling the public works department to register a complaint,
Sanez did the next best thing.
He logged onto the Internet and e-mailed the city. At 5 p.m. Oct 7, he filled out a questionnaire on the city's
Web site. By 11:55 a.m. the next day, the street light was repaired.
"That was incredibly fast. This Web site is very useful," Sanez said. "I'm glad the city of Tracy is becoming a
model city."
Tracy residents have fielded more than 100 similar requests since Oct. 1 to city employees under a new
online customer- service program. Citizens can register their questions, comments or concerns through the
city's Web site. Requests are routed to the appropriate city employee and are to be dealt with in a timely
manner.
"It's a highly efficient way to communicate with city government," interim City Manager Zane Johnston said.
"This basically allows us to be open 24 hours a day."
Interested citizens can go to www.ci.tracv.ca.us and click on the "Contact Us" link. A screen will pop up that
shepherds the user through a series of questions and drop-down menus. After identifying the problem or
question and providing an e-mail address, residents can click the send button at the bottom of the page and
the customer-service request will be sent to the correct city staff
person.
The vast majority of requests, said economic development analyst Linda Maurer, are split between public
works and parks and community services. Sanez's request was sent to the city's engineering department.
"Basically, this is the best way we've yet found for the city to take requests in, disseminate them to the
appropriate person and make sure that follow-through occurs," Maurer said. .
Tracy was the first municipality to purchase a $15,000 yearly contract from Government Outreach, a
Pleasanton firm that developed and maintains the software. Co-owner Kendall Smith said his partner, Steve
Brozosky, is a Pleasanton City Council member with a background in customer-relationship management
software. In his council post, Brozosky began to field several questions about city services and decided
similar software could be tailored to fit municipal governments.
"In the past, Tracy had no way of sharing information across departments or no good way of tracking
complaints. If you're a citizen, you might hear something back or you might not. Now, you will," Smith said.
"All cities need a system that allows them to do more customer service with less money. This is a cost-
effective solution, and the ultimate goal is to make citizens happier with their local government."|1010|5Maurer said online customer- service requests in September, when the city began the Web-based program,
made up 19 percent of all requests handled by city agencies. Through Thursday, that figure had jumped to
33 percent.
"We're really pleased," Johnston said.
So is Sanez. He has now e-mailed the city for help with another neighborhood problem and said the city has
given him a timetable as to when it will be addressed.
"That's another great thing about e-mail -- accountability," Sanez said. "If this is the normal experience from
the Web site, then Tracy's got one over most other cities."
* To reach reporter Rick Brewer, phone (209) 833-1141 or e-mail rbrewer@recordnet.com
6Attachment 5
De
The Desert Dispatch is a daily newspaper serving the communities of Barstow, Dagget, Fort
Irwin, Hinkley, Lenwood, Newberry Springs and Yermo.
Tuesday, January 25, 2005
City complaint desk goes online
By KELLY DONOVAN/Staff Writer
BARSTOW -- From barking dogs to potholes, residents now have a place to file their
complaints with City Hall without getting the runaround.
The city launched a new customer service feature on its Web site Monday, allowing residents
to ask questions and register problems, complaints and compliments online. The system is
designed to make sure residents' issues are handled in a timely fashion, and it allows
residents to track the status of their requests.
"(The City Council) wanted the city to become more responsive to the residents," city
spokesman John Rader said.
After submitting a request via a form on the Web site, residents will get a confirmation
message that includes the deadline when they should expect to hear back from a city staff
member. The deadline for most requests has been set at two weeks.
To keep the city staff on track with responding to requests on time, the system notifies the
staff member responsible for handling a request as the deadline approaches, Rader said.
In the past, he said, a staff member might lose little notes on their desk about a resident's
problem, or get busy and forget to get back to somebody. Now, he said, the software won't
lose the information or forget about it.
"The system doesn't allow anything to fall through the cracks," he said.
The online customer service is available on the city's Web site, www.barstowca.orq, by clicking
on the "contact us" button in the "City News" box.
7Attachment 6
Con raCostaTimes
CITY WEB SITE TAKES SERVICE TO NEW LEVELS
SAN RAMON: SYSTEM ALLOWS CITIZENS TO COMPLAIN, COMMENT ONLINE, TRACK
RESPONSES WITHIN GOVERNMENT
By Scott Marshall
CONTRA COSTA TIMES
SAN FtAMON - During the day and even in the dead of night they e-mail, ultimately zeroing in on the
computer screen of someone in San Ramon city government. They complain, comment, compliment and
even wax eloquent on all manner of things, including - but not limited to - about 150 topics ranging from
barking dogs to code enforcement to streets and public works. E-mailers can also create their own topic
and go from there
Residents, city staffers and even City Council members have embraced a two-way Web-based
communication system with the city. This Citizen Request Management system has logged more than
3,300 requests over the past year.
"We try to please everybody," said Rosemary Co, the city's Web manager. From Jan. 1, 2005 through this
past Jan. 19, the city received 1,871 requests from the public through the system, and all but 44 were
"closed," or resolved. The system logged 1,462 internal requests from employees, City Council members
and others .
The topics most frequently mentioned in e-mails to the request management system, both internally and
from the general public, included building maintenance, miscellaneous public services, computer and tech
support, street lights, park maintenance, custodial issues and sidewalk repairs.
The city closes most requests within a day; 93 percent are closed within two weeks. Since San Ramon's
system was launched in 2004, it has helped shorten city response times to questions, according to
Pleasanton-based Government Outreach, the company that created it.
More than 90 percent of the city's contacts are completed within the city-instituted time frame -- seven
days. If a problem isn't resolved or a question isn't answered in seven days, the person responsible for
resolving it gets a reminder and Co is notified. If resolution isn't achieved in 10 days, then a department
head gets involved.
The system, operated remotely from Government Outreach's office in Pleasanton, costs about $1,000.
Development began in 2003 with detailed studies of how local governments could adapt technology long a
mainstay of the private sector. The system has since spread to some 16 public entities, said GO founder
and president Kendall Smith.
"Local governments and cities typically don't have a large IT staff, so they wanted something extremely
easy," Smith said. "The systems that were typically being sold were expensive and large scale, they didn't
have a really good citizen or public access point." .
San Ramon's IT staff monitors the city's Web site constantly to ensure that the CRM system is available
and that requests are routed immediately to specific staff members. "It's Web-based, it doesn't require
software to be installed on the citizens' or the cities' computers," which IT professionals prefer, Smith
said. "We do all the hosting remotely." One of the key reasons for the program's success is that Co can
talk directly with a requester by e-mail, while the request is pending, and city staff members can discuss a
specific request among themselves .
8"The system is evolving as we find other things we need the CRM to do," said Stephen Keagy, the city's
information technology manager.
San Ramon residents have embraced the system because they have high expectations in communication
with the city as they do when - for instance, shopping online or tracking a mail order. Co and Keagy can
crunch the data on how city resources are used and how the city responds to specific problems, and
department heads and the City Council review them. "Customer service is a big issue," said Scott
Summer-field, a Government Outreach vice president. "They never got a call back, never knew if it was
followed up on or if it was completed, which led to frustration," he said. "With this, people can track
requests."
The system also can be used to spot trends by neighborhoods or problem areas, and the city can post
updates and current information on the Web site.
The city is also setting up a system td route citizen requests through staff members to contractors who
perform work, Co said.
Every e-mail is sent to someone, even when the topic is more esoteric than concrete. One e-mailer wrote
to complain about motorists who talk on cell phones while they drive, Co recalled. "I thought that was kind
of a policy question, so I sent it to Herb (Moniz, the city manager)," Co said. Not long afterward, city
employees got a memo restricting cell phone use for driving on city business, except in emergencies.
9Attachment 7
Thursday, November 3, 2005
Help window could go online
If adopted, program would allow resident to to track handling of complaints
By LEROY STANDISH/Staff Writer
APPLE VALLEY — Got a complaint that Town Hall might be able to help with? Try using the Internet.
If the Town Council gives its nod of approval, residents will be able to log on to the town's Web site
(www.applevalley.orq) to get their grievances handled. The Web-based "customer relations management
software" will allow people to submit their problems — from code violations to pot holes — directly to the
town employee responsible for correcting the situation. It will also allow residents to track the status of their
complaint as it works its way toward resolution.
"They can submit any problems they have and it's cool," Kathie Martin, town spokeswoman, said. "It is going
to be a real efficient way for us and citizens to get stuff taken care of, so we are excited. It makes sure no
one falls through the cracks."
The computer software under consideration is produced by Government Outreach. Martin said the company
is willing to install the software for free, but thereafter it will be a cost of $750 a month for continued
licensing.
If installed the system will provide residents who file a complaint a work order number. Using the number
residents can check back at any time to find out the status of their complaint, Martin said.
Residents who do not have access to a computer can still call or write a letter to Town Hall. Their request
will be inputted into the new system, and a staff person will either provide them with a tracking number over
the phone or write them a response letter, Martin said.
"Right now our town manager's office has an Excel spread sheet," Martin said.
A resident's complaint is entered onto the spread sheet, a staff person is assigned to the problem, and they
are required to respond as to how the problem was resolved or dealt with within 10 days.
The proposed new system "will put the request directly to the person assigned to handle it," Martin said. "It is
just more efficient."
The same system is in use in Barstow.
"It provides the citizens with access to city hall 24-hours a day, 365 days a year," John Rader, spokesman
for Barstow, said. "In the past, before we had the (customer relations management software) someone might
call or send an e-mail or send a letter, and the employees may have had all the good intentions of getting
back to the person but for whatever reason they fell through the cracks. That can't happen with this system."
Apple Valley officials expect the new software will also be used to track trends or allow town officials to input
a single address and immediately pull up all town responses to that address. With the current system that
would only be possible by laboriously going from town department to department checking and rechecking
the one address.
An additional benefit to the proposed software is that the town will be able to notify residents of changes to
services or new programs the town is offering that residents have shown past interest in. For example,
everyone in the past who has inquired about adult sports leagues can be notified of new programs at the
click of a mouse.
10Town Council will consider the new software during its Tuesday night meeting at 7 p.m.
LeRoy Standish may be reached at 951-6277 or Istandish@wdailypress.com .
11Attachment 8
The Record
NEWS WORTH SHARING
Manteca Web site makes city services more
accessible
By Rhashad Pittman
Record Staff Writer
Published Wednesday, April 6, 2005
MANTECA -- Whether it's that pothole in the street or that burned-out light bulb on the corner, citizens in Manteca will be able to
ask for service from the city easier and faster.
And they may get a reply sooner than expected.
The Manteca City Council on Monday approved a Web-based program that will allow residents to make requests, file complaints
or ask questions online through the city's Web site. The City Outreach program will make it easier for city staffers to track citizens'
requests and respond to them faster, officials said.
"It makes us more accessible," Assistant City Manager Karen McLaughlin said.
In the past few months, Tracy and San Ramon have started using the service, which was created by the software company
Government Outreach. Once the Pleasanton-based company installs the service over the next couple of months, residents will be
able to go to Manteca's Web site at www.ci.manteca.ca.us , click on an icon and type in a question, suggestion or complaint. Once
it's entered, the request automatically will be forwarded to the appropriate department.
"Sometimes, the public doesn't know which department to go to," McLaughlin said. "It's really a great benefit to the public."
The program includes a feature that allows city officials to keep track of how fast requests are being handled. Citizens without
Internet access can call city staffers, who will file the request online for the residents, officials said.
The program will cost the city $1,000 a month to operate and a one-time setup fee of $5,000. City officials will use funding from
various departments to pay for the service, including money set aside for information technology equipment, officials said.
San Ramon staffers said their city's outreach program has run smoothly since it was installed in January. City employees use the
system to make internal requests, including for computer and printer repairs, said Rosemary Co, San Rannon's Web manager.
Residents and city employees have made 685 requests since it was installed, with nearly half coming from staffers, she said.
"It's a nice, interactive system for handling problems or complaints," said Stephen Keagy, San Ramon's information technology
manager. "It kind of keeps everybody on the top of their game."
To reach reporter Rhashad Pittman, phone (209) 239-3324 or e-mail rpittmanrecordnet.com
12Attachment 9
Friday, November 4, 2005
City will launch online complaint system
Hi-tech move seen as more efficient
By By Graham Moes/Independent Staff Writer
The people who help run Clovis are so sure people like it here, they're making it easier to complain.
Come January, the city will launch a new, Web-based "Citizen Response System" following the City
Council's unanimous approval Oct. 17.
Locals will be able to sound off cyber-style on a range of issues and problems including animal control, code
enforcement, streets, landscaping, traffic, utilities, parks and more.
The system may be used anonymously in many cases, says City Clerk John Holt.
And if complaining isn't a person's style, it's OK to drop the city a line about what's good in the neighborhood
instead.
Holt took the council and public on a walk-through using a conceptual prototype of what residents might see
when logging on, including a pull-down menu system allowing users to pinpoint dozens of specific topics
within city services and departments.
After leaving a comment through the system, users will be sent an e-mail receipt confirming the particulars
and, when appropriate, a time frame in which to expect a reply.
The process should take minutes, depending on how much someone has to say.
Follow-up notification via e-mail, phone, or regular mail after the request has been dealt with will include
work details or steps taken to address the issue.
And for the lower-tech majority out there, fear not. The system won't replace current phone, fax or face-to-
face inquiries.
"There are those in the city who will never log onto the Web site to enter a complaint -- we know that," Holt
said. "We will continue to serve them in whatever fashion they desire. They want to use the phone or they
want to stop by and lodge the complaint, we will then input them [to the CRS] and route them appropriately."
Holt said the new system would also hold departments more directly accountable, sending automated notice
to managers for open jobs yet to be addressed.
"As it stands right now, we receive inquiries that several different departments may be working on to resolve
the same issue," Holt said. "A tool like this will help reduce the duplication of effort."
Future planning for problem areas receiving regular hits would be another benefit, he said.
13"Fully a third of our employees are approaching retirement age. When they leave, they take a huge amount
of information and history with them. Having a tool like this will help bridge the gap [with] a database the next
generation can refer to," Holt said.
Council Member Jose Flores voiced privacy concerns for residents, wondering at the same time if responses
could even be restricted to locals to keep merely "malicious" hit-and-run cranks from clogging the system.
Holt said the city wouldn't sell resident information to third parties and that the system could be configured to
require user IDs for certain issues.
Council Member Lynne Ashbeck called it a fabulous way to streamline city/citizen communication.
"This is a huge leap forward that we've been trying to get to for some time," said City Manager Kathy
Millison.
The manual-labor approach to fielding and distributing requests has become a burden on staff, given the
city's growth in recent years, she said.
The city plans a soft launch of the system in January, with a full launch shortly after.
The city's Web site is www.ci.clovis.ca.us
E-mail Graham Moes at qmoesclovisindependent.com .
14Address
http;llsanta-monica.orgicommunicationicityformsjcontactus.htm
City of Santa Monica°
;
r VISITORS RESIDE TS .USINESS CITY HALL CITY SERV1C QUICK IftDtX
ADVANC ED ,,,EAFIC H I fTE NAP
IP) ).0 Search Back • Favorites
41C,
kir
File Edit View Favorites Tools Help
Home City Forms
usanta Monica
I FEEDBACK
CUSTOMER CONtERN RESPONSE SYSTEM
Click on the logo to enter For general questions or comments,
your problem or concern please click on the link above.
Your message will be automatically delivered to
the correct city department or division and you
will receive a reply and tracking number.
You will be able to direct your message to the
department of your choice.
OR WRITE, CALL OR FAX US:
City of Santa Monica
1685 Main Street
Santa Monica j CA 90401
(310) 458-8411
(310) 917-6640 (Fax)
(310) 917-6626 (TTY)
For technical questions or comments regarding this website,
please e-mail: webmaster.mailbox@smgov.net
This •a e was last modified on 07/03/2006
City of Santa Monica 1685 Main St., Santa Monica, CA 90401 (310) 458-6411 TTY (310) 917-6626
Copyright (Er) 2006 City of Santa Monica, All Rights Reserved, Disclaimer Privac y Polic y I Accessibility Policy
I
Contact Us
ICALAttachment 1 1
GOVERNMENT OUTREACH
PROFESSIONAL SERICES AGREEMENT
THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter "Agreement") is made
and entered into by and between GOVERNMENT OUTREACH, a California
Corporation (hereinafter "GO"), and the City of Culver City (hereinafter "CLIENT").
NOW THEREFORE, THE PARTIES MUTUALLY AGREE AS FOLLOWS:
1. SCOPE OF SERVICES. GO shall perform the services described in Exhibit "A"
attached hereto and incorporated herein by reference. The services shall be
performed by, or under direct supervision of, GO'S Authorized Representatives:
Kendall Smith and Steve Brozosky.
2. TIME OF PERFORMANCE. Time is of the essence in the performance of
services under this Agreement and any timing requirements set forth herein shall
be strictly adhered to unless otherwise modified in writing in accordance with this
Agreement. GO shall commence performance upon execution of this agreement
and shall complete implementation and training services set forth in Exhibit "A"
according to a schedule mutually agreed by both parties. Any services for which
times for performance are not specified in this Agreement shall be commenced
and completed by GO in a reasonably prompt and timely manner based upon the
circumstances and direction communicated to GO.
3. INDEPENDENT CONTRACTOR STATUS. For services rendered, GO is an
independent contractor and is solely responsible for all acts of its employees,
agents, or sub-consultants, including any negligent acts of omissions.
4. COMPENSATION.
4.1 GO'S fee for this Agreement is Not to Exceed $9,000 for a one year
subscription of the "Government Outreach GOCity CRM Service" and
$8,500 for one time implementation costs for implementation and training
of CLIENT employees and CLIENT contractors for the GOCity CRM
service and integration to CLIENTS LDAP service. CLIENT also agrees
to the license terms of the Government Outreach User Agreement for
GOCity which is attached as Exhibit C. One time Implementation fees are
$5,000 for GOCity and $3,500 for integration to CLIENTS LDAP service.
Additional services performed by GO not included in this agreement, will
be billed at a time and expense basis. Additional services performed by
GO must be approved and in writing by CLIENT prior to commencement
of such work.
4.2 GO shall submit an invoice for implementation expenses upon the
successful completion to the CLIENT describing the services performed.
CLIENT shall for pay the subscription service for the "Government
Outreach GOCity and GOEnforce Services" in advance. Advance
16payments can be made in 6 month or yearly installments at CLIENT'S
choosing.
4.3 Within thirty (30) days after the CLIENT'S receipt of invoice, CLIENT
shall make payment to GO based upon services described on the invoice
and approved by the CLIENT.
5. TERMINATION. Either party may terminate this Agreement by giving ten (10)
days written notice. Upon termination, the CLIENT shall pay GO for all services
satisfactorily performed in accordance with this Agreement, up to the date notice
is given.
6. ATTORNEY'S FEES. In the event any legal action is commenced to enforce
this Agreement, the prevailing party is entitled to reasonable attorney's fees,
costs, and expenses incurred.
7. INSURANCE.
7.1 General. GO shall, throughout the duration of this Agreement, maintain
insurance to cover CLIENT, its agents, representatives, and employees in
connection with the performance of services under this Agreement.
7.2 Commercial General Liability coverage shall be maintained in an amount
not less than $1,000,000 general aggregate and $1,000,000 per occurrence
for general liability, bodily injury, personal injury, and property damage.
7.3 Professional Liability "claims made" coverage shall be maintained to
cover damages that may be the result of errors, omissions, or negligent
acts of GO in an amount not less than $1,000,000 per claim.
8. NOTICES
a. All notices, demands, or other communications which this Agreement
contemplates or authorizes shall be in writing and shall be personally
delivered or mailed to the respective party as follows:
To CLIENT: To GO:
Kendall Smith
President
City of Culver City Government Outreach
9770 Culver Blvd. 2943 Victoria Meadow Ct.
Culver City, California Pleasanton, California
90232 94566
b. Communications shall be deemed to have been given and received on the
first of: (1) actual receipt at the address designated above, or (2) three
working days following the deposit in the United States Mail of registered
or certified mail, sent to the address designated above.
179. MODIFICATIONS. This Agreement may not be modified orally or in any
manner other than by an agreement in writing signed by both parties.
10. WAIVERS. Waiver of a breach or default under this Agreement shall not
constitute a continuing waiver or a waiver of a subsequent breach of the same or
any other provision of this Agreement.
11. SEVERABILITY. In the event any term of this Agreement is held invalid by a
court of competent jurisdiction, the Agreement shall be construed as not
containing that term, and the remainder of this Agreement shall remain in fill
force and effect.
12. JURISDICTION AND VENUE. The interpretation, validity, and enforcement of
the Agreement shall be governed by and construed under the laws of the State of
California. Any suit, claim, or legal proceeding of any kind related to this
Agreement shall be filed and heard in a court of competent jurisdiction in the
County of Los Angeles.
13. ENTIRE AGREEMENT. This Agreement comprises the entire integrated
understanding between the parties concerning the services to be performed for
this project.
14. SIGNATURES. The individuals executing this Agreement represent and warrant
that they have the right, power, legal capacity, and authority to enter into and to
execute this Agreement on behalf of the respective legal entities of CLIENT and
GO. This Agreement shall inure to the benefit of and be binding upon the parties
hereto and their respective successors and assigns.
By: By: Kendall Smith
Title: Title: President
Date: Date:
18GOVERNMENT OUTREACH
PROFESSIONAL SERICES AGREEMENT
THIS PROFESSIONAL SERVICES AGREEMENT (hereinafter "Agreement") is made
and entered into by and between GOVERNMENT OUTREACH, a California
Corporation (hereinafter "GO"), and the City of Culver City (hereinafter "CLIENT").
NOW THEREFORE, THE PARTIES MUTUALLY AGREE AS FOLLOWS:
1. SCOPE OF SERVICES. GO shall perform the services described in Exhibit "A"
attached hereto and incorporated herein by reference. The services shall be
performed by, or under direct supervision of, GO'S Authorized Representatives:
Kendall Smith and Steve Brozosky.
2. TIME OF PERFORMANCE. Time is of the essence in the performance of
services under this Agreement and any timing requirements set forth herein shall
be strictly adhered to unless otherwise modified in writing in accordance with this
Agreement. GO shall commence performance upon execution of this agreement
and shall complete implementation and training services set forth in Exhibit "A"
according to a schedule mutually agreed by both parties. Any services for which
times for performance are not specified in this Agreement shall be commenced
and completed by GO in a reasonably prompt and timely manner based upon the
circumstances and direction communicated to GO.
3. INDEPENDENT CONTRACTOR STATUS. For services rendered, GO is an
independent contractor and is solely responsible for all acts of its employees,
agents, or sub-consultants, including any negligent acts of omissions.
4. COMPENSATION.
4.1 GO'S fee for this Agreement is Not to Exceed $4,200 for a one year
subscription of the "Government Outreach GOEnforce Code Enforcement
Service" and $4,000 for one time implementation costs for implementation
and training of CLIENT employees and CLIENT contractors for the
GOEnforce Code Enforcement service. CLIENT also agrees to the license
terms of the Government Outreach User Agreement for GOEnforce which
is attached as Exhibit C. One time Implementation fees are $4,000 for
GOEnforce. Additional services performed by GO not included in this
agreement, will be billed at a time and expense basis. Additional services
performed by GO must be approved and in writing by CLIENT prior to
commencement of such work.
4.2 GO shall submit an invoice for implementation expenses upon the
successful completion to the CLIENT describing the services performed.
CLIENT shall for pay the subscription service for the "Government
Outreach GOCity and GOEnforce Services" in advance. Advance
19payments can be made in 6 month or yearly installments at CLIENT'S
choosing.
4.3 Within thirty (30) days after the CLIENT'S receipt of invoice, CLIENT
shall make payment to GO based upon services described on the invoice
and approved by the CLIENT.
5. TERMINATION. Either party may terminate this Agreement by giving ten (10)
days written notice. Upon termination, the CLIENT shall pay GO for all services
satisfactorily performed in accordance with this Agreement, up to the date notice
is given.
6. ATTORNEY'S FEES. In the event any legal action is commenced to enforce
this Agreement, the prevailing party is entitled to reasonable attorney's fees,
costs, and expenses incurred.
7. INSURANCE.
7.1 General. GO shall, throughout the duration of this Agreement, maintain
insurance to cover CLIENT, its agents, representatives, and employees in
connection with the performance of services under this Agreement.
7.2 Commercial General Liability coverage shall be maintained in an amount
not less than $1,000,000 general aggregate and $1,000,000 per occurrence
for general liability, bodily injury, personal injury, and property damage.
7.3 Professional Liability "claims made" coverage shall be maintained to
cover damages that may be the result of errors, omissions, or negligent
acts of GO in an amount not less than $1,000,000 per claim.
8. NOTICES
a. All notices, demands, or other communications which this Agreement
contemplates or authorizes shall be in writing and shall be personally
delivered or mailed to the respective party as follows:
To CLIENT: To GO:
Kendall Smith
President
City of Culver City Government Outreach
9770 Culver Blvd. 2943 Victoria Meadow Ct.
Culver City, California Pleasanton, California
90232 94566
b. Communications shall be deemed to have been given and received on the
first of: (1) actual receipt at the address designated above, or (2) three
working days following the deposit in the United States Mail of registered
or certified mail, sent to the address designated above.
204|1010|i
9. MODIFICATIONS. This Agreement may not be modified orally or in any
manner other than by an agreement in writing signed by both parties.
10. WAIVERS. Waiver of a breach or default under this Agreement shall not
constitute a continuing waiver or a waiver of a subsequent breach of the same or
any other provision of this Agreement.
11. SEVERABILITY. In the event any term of this Agreement is held invalid by a
court of competent jurisdiction, the Agreement shall be construed as not
containing that term, and the remainder of this Agreement shall remain in fill
force and effect.
12. JURISDICTION AND VENUE. The interpretation, validity, and enforcement of
the Agreement shall be governed by and construed under the laws of the State of
California. Any suit, claim, or legal proceeding of any kind related to this
Agreement shall be filed and heard in a court of competent jurisdiction in the
County of Los Angeles.
13. ENTIRE AGREEMENT. This Agreement comprises the entire integrated
understanding between the parties concerning the services to be performed for
this project.
14. SIGNATURES. The individuals executing this Agreement represent and warrant
that they have the right, power, legal capacity, and authority to enter into and to
execute this Agreement on behalf of the respective legal entities of CLIENT and
GO. This Agreement shall inure to the benefit of and be binding upon the parties
hereto and their respective successors and assigns.
By: By: Kendall Smith
Title: Title: President
Date: Date:
21