REPORT TO COUNCIL
SUBJECT
Title
Direction on Modifications to ITD Study Issues ITD 23-01(Access Sunnyvale CRM System) and ITD 23-02 (Development of Sunnyvale App) and Consider Budget Modification No. 17
Report
BACKGROUND
Council requested an agenda item to discuss ITD Study Issues relating to upgrading the City’s Customer Relations Management (CRM) system and mobile applications for City resources.
EXISTING POLICY
N/A
ENVIRONMENTAL REVIEW
The action being considered does not constitute a “project” with the meaning of the California Environmental Quality Act (“CEQA”) pursuant to CEQA Guidelines section 15378(b)(5) in that it is a governmental organizational or administrative activity that will not result in direct or indirect changes in the environment.
DISCUSSION
At the February 15, 2024, Study Issue / Budget Proposal Workshop, staff recommended considering alternatives for Study Issues ITD 23-01, Access Sunnyvale CRM System Upgrade to include access design for mobile applications, and ITD 23-02, Evaluate the Development for a Single Mobile Application (Sunnyvale App). Possible changes, discussed in more detail below, may be more cost effective and efficient and could result in earlier implementation of an improved Customer Relation Management (CRM) system that includes a mobile application.
Study issue ITD 23-01 would assess adding a mobile application to the current CRM, including market analysis and requirements gathering from City departments and community outreach. The end goal would be a recommendation to either enhance the current CRM by adding a mobile application or replace the current CRM system with one that includes a suitable mobile application.
ITD staff sought proposals to complete the above study. However, after reviewing proposals (RFQL 2023-12-01-006), and informally investigating options, staff identified numerous systems designed for municipalities that can meet the City’s requirement of a CRM system with mobile applications. Staff is recommending that Council consider dropping study issue ITD 23-01 and proceed with issuing an RFP for a new CRM system that includes a mobile application. Because staff is aware that there are multiple options for newer systems designed for municipal use, studying enhancements to the current system will likely not be efficient or cost effective. A study would also result in a longer timeline for implementing an improved system. The process to create the RFP, conduct the procurement and bring back to Council is estimated to take nine months.
Instead, the Study Issue 23-01 could be dropped. Staff could proceed (with assistance from the study consultant selected) to complete requirements gathering, conduct community outreach, develop an RFP, select a vendor, and bring to Council a project budget with a contract for approval.
Study Issue ITD 23-02 focuses on establishing the feasibility and cost of a framework to have a single mobile application (Sunnyvale App) for all the functions of current city of Sunnyvale mobile applications. The City has received proposals with a wide range of cost and scope for this analysis (RFQL 2024-01-29-008), but has not yet engaged a consultant.
Council directed staff at the February 15, 2024 Study Issue / Budget Proposal Workshop to discuss Study Issue ITD 23-02 and provide further information. Study Issue ITD 23-01 may impact the scope of the consulting engagement and outcome of the work for ITD 23-02, if the CRM is going to change. The analysis for Study Issue ITD 23-02 should include the potential new CRM mobile application as part of the study.
FISCAL IMPACT
Per staff recommendation in Alternative No. 1, Study Issue ITD 23-01 is proposed to be dropped, which would cancel Project 836610 - Access Sunnyvale Customer Relationship Management System Upgrade for Mobile Apps. A new project, RFP for CRM with Mobile Application, is proposed to complete an RFP for a CRM system with a mobile application. Funds of $150,000 currently allocated to Project 833610 will be allocated to the new project. Additionally, Budget Modification No. 17 is proposed to add $5,400 to fully fund the estimated cost of the RFP for a CRM system with a mobile application.
Budget Modification No. 17
FY 2023/24
|
Technology and Communication Services Fund |
|
|
|
|
|
Current |
Increase/(Decrease) |
Revised |
|
Project - 836610 - Access Sunnyvale Customer Relationship Management System Upgrade for Mobile Apps |
$150,000 |
($150,000) |
$0 |
|
|
|
|
|
|
New Project - RFP for CRM with Mobile Application |
$0 |
$155,400 |
$155,400 |
|
|
|
|
|
|
Technology and Communications Fund Reserve |
$2,426,888 |
($5,400) |
$2,411,488 |
PUBLIC CONTACT
Public contact was made by posting the Council meeting agenda on the City's official-notice bulletin board at City Hall, at the Sunnyvale Public Library and in the Department of Public Safety Lobby. In addition, the agenda and this report are available at the NOVA Workforce Services reception desk located on the first floor of City Hall at 456 W. Olive Avenue (during normal business hours), and on the City's website.
ALTERNATIVES
1. Drop Study Issue ITD 23-01 and approve Budget Modification No. 17 for $5,400 to complete a Request for Proposal for a Customer Relationship Management system with mobile application
2. Do not take any action to adjust Study Issue ITD 23-01
3. Delay/Defer Study Issue ITD 23-02
4. Drop Study Issue ITD 23-02
5. Do not take any action to adjust Study Issue ITD 23-02
STAFF RECOMMENDATION
Recommendation
Staff recommends Alternative 1 and Alternative 3.
JUSTIFICATION FOR RECOMMENDATION
Study issue ITD 23-01 will require Council to provide direction on a new CRM and RFP after reviewing the consultant findings. The analysis for the study issue is primarily the same as the RFP process; therefore, shifting the upgrade/analysis project to conducting an RFP will save time and potentially eliminate duplicate work. Dropping Study Issue ITD 23-01 and replacing it with scoping and issuing a Request for Proposal (RFP) for a new Customer Relationship Management (CRM) system with a native mobile application will allow the City to expedite the implementation of a new CRM that incorporates the needs of the community, City departments, and has a mobile application focused on the user experience.
If a new CRM mobile application is going to be implemented, Study issue ITD 23-02 will need to be modified to include this essential mobile application as part of the analysis and recommendations. Staff recommends entering a consulting agreement after the CRM mobile application is implemented to avoid any change in scope or duplicate work related to incorporating the CRM into the single mobile application framework.
Staff
Prepared by: Anna Lewis, Senior Management Analyst
Reviewed by: Kathleen Boutté Foster-Gee, CIO, Information Technology Department
Reviewed by: Tim Kirby, Director of Finance
Reviewed by: Connie Verceles, Deputy City Manager
Approved by: Kent Steffens, City Manager