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 i...
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