Contract Award to Government Outreach Corporation of Pleasanton California for Citizen Request Management and Automated Code Enforcement Services. City of Culver City California City Council Agenda Item Report 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 Fiscal Impact: Yes Public Hearing: Public Notification: E Mail Master Notification List on 9/20/06. Kendal Smith Government Outreach. Phone Number: (310) 253 5950 Action Item: X X No General Fund: Yes X No Attachments: X Department Approval: John Richo (09/18/2006) City Controller Approval: Marlee Chang (09/19/2006) RECOMMENDATION: City Manager Approval: Jerry B. Fulwood (09/19/2006) 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: City of...
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