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HomeMy WebLinkAboutCM Constituent Relationship Management SoftwareSAN RAFAEL THE CITY WITH A MISSION Agenda Item No: 6.c Meeting Date: February 21, 2017 SAN RAFAEL CITY COUNCIL AGENDA REPORT Department: CITY MANAGER'S OFFICE Prepared by: Rebecca Woodbury, City Manager Approval: Senior Management Analyst TOPIC: SOFTWARE FOR MANAGING PUBLIC INQURIES AND REQUESTS SUBJECT: RESOLUTION AUTHORIZING THE CITY MANAGER TO PURCHASE CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOFTWARE SERVICES FROM SENECA SYSTEMS RECOMMENDATION: Adopt resolution. BACKGROUND: On February 1, 2016, staff gave a progress report on the Community Enclaclement Action Plan to the City Council. This report provided an update on two high priority efforts: a new city website and inquiry tracking software. On February 3, 2016 the City issued a Request for Information to the vendor community for website, intranet, and Constituent Relationship Management (CRM) services. A cross -departmental evaluation team was formed to review vendor responses and participate in vendor demos. Staff participated in vendor demos and examined multiple CRM software options, including companies that create products for both the public and private sectors. They evaluated vendors who offer CRM modules as a part of a suite of services as well as companies that solely focus on CRM services. Staff formed a recommendation to the City Manager to proceed with a vendor named Seneca Systems for their product RomulusCRM for the following key reasons: ■ The user interface is modern, intuitive and easy-to-use for both external and internal users. ■ The platform is designed specifically for local governments. ■ The company is forward -thinking and highly responsive to customer feedback. ■ The company works openly and collaboratively with other vendors. ■ The pricing structure and terms of use are simple and flexible. On July 5, 2016 staff provided an informational update to the City Council about the staff recommendations for vendors for both a new website and inquiry tracking software. The City's previous system for requests or inquiries from the public was an online form routed to a general inbox checked by staff in a department. The form would then get emailed to the appropriate FOR CITY CLERK ONLY File No.: 4-3-639 Council Meeting: 02/21/2017 Disposition: Resolution 14285 SAN RAFAEL CITY COUNCIL AGENDA REPORT / Paae: 2 staff for developing a response. A protocol was developed to help track these responses and required keeping a manual log. This was not efficient, often resulted in a lot of back and forth, delays, and the process was frustrating to both staff and the public. Due to Seneca Systems pricing structure and terms and conditions for their CRM product (RomulusCRM) the City was able to start piloting the system in August 2016. Staff started by testing out the new system with the City Manager's office and Community Development Department, and slowly rolling it out to all departments and divisions. On January 17, 2017, staff provided a digital services update on the launch of both a new city website and inquiry tracking software, among other initiatives. This update shared how these two efforts have aided the City's efforts to improve engagement, communication and transparency. ANALYSIS: As reported in January, the implementation of CRM has provided a mobile -friendly, modern experience for the public to report issues, ask questions, or provide feedback to the City. The form allows the user to upload photos or attachments and also provides a link to a `status' page (see right). Staff is able to view all requests and inquiries in one system, easily transfer issues between departments and divisions, and assign multiple staff to collaborate on responses. Staff can also assign `case tags' to certain inquiries in order to track and collect analytics on issues as well as create an internal knowledge base. This also allows staff to create a list of interested stakeholders that can be used to provide follow up information. For example, last year the City Council met several times over the course of many months discussing tip, Rtlq�� z �, y0 y rp w]TO rin' Department of Public Works Inquiry Status Unopened Open Inquiry No. 43958 Title new pothole on 4th St in front of Acme Bikes I Status Closed Please reply to any email alerts you've received if you have further questions. Assigned Staff Christine Foster and developing a new residential building Status update page resale inspection program. Staff was able to easily create a running list of anyone who submitted feedback and provide them with updates along the way regarding meeting agendas, videos, and the decision. Many constituents reported appreciation for being kept apprised along the way and circled back with at the end. The new website features a Service Center with a `Report an Issue' feature where users can report issues, questions or concerns. The Service Center is also available on the City's Facebook page and will soon be available in kiosks at City facilities. The pilot test of this software has proved successful; it is easier for the public to report issues, ask questions and give feedback. It's also easier for staff to respond to the public, manage inquiries and requests, track issues in the community, and close the feedback loop with interested parties. Due to the success of the pilot, staff recommends the continued use of RomulusCRM. SAN RAFAEL CITY COUNCIL AGENDA REPORT / Page: 3 Seneca Systems does not require a long-term purchase or use commitment from its users; rather, the user fees are charged monthly, and the City may discontinue the subscription at any time. As detailed in the Fiscal Impact section below, Staff seeks authorization from the Council for a maximum dollar amount to apply towards RomulusCRM services over a one-year period. 0 Get Answers i Select Issue type aAbandoned Vehicle 0 Homeless Encampment S Leaking Fire Hydrant Parks maintenance IN Zoning, Building or Housing Code Violation 0 Local Services 8 Make a Payment ■ Fire Hazards (vegetation Graffiti blocking hydrants, etc.) 1=9 Illegal Dumping T1 Noise Complaint 4 Street trees s landscaping ? Other Report an Issue tab on the Service Center q Infrastructure (streets, potholes, storm drains) Parking (broken meter, citations, violations) A Traffic (signals, congestion) COMMUNITY OUTREACH: Implementing a citywide CRM system is an action item in San Rafael's Community Engagement Action Plan, developed with community input and adopted by the City Council in January 2015. The CRM system was included in a beta website that was released to the public for testing during October and November last year. Feedback was solicited through an online form and through in-person user tests, where staff went to a community gathering space and observed people completing tasks on the new website. The new system has been promoted to the community via Nextdoor and the City Manager's newsletter "Snapshot." Staff has also made several presentations at the monthly neighborhoods meeting with the Federation of Neighborhoods and Coalitions of North San Rafael and Point San Pedro Road. FISCAL IMPACT: The pricing for Seneca Systems CRM product (RomulusCRM) is $60 per user, per month. Over the course of implementation, we have added and deleted users as we figure out what works best for our operations. At the current user count of 62, the annual cost for these services is $3,720 monthly ($44,640 annually). However staff expects that the number of users may vary from time -to -time; therefore, to provide flexibility, staff asks that the City Council authorize the City Manager to purchase monthly services, not to exceed $50,000 per fiscal year, for the appropriate number of users, to be determined SAN RAFAEL CITY COUNCIL AGENDA REPORT / Page: 4 in his discretion. The services are funded by the Information Technology fund 601-44202, as an enterprise computer system. As noted above, the user fees are charged monthly, with no long-term obligation to purchase the software services. The City may discontinue the subscription at any time. OPTIONS: The City Council has the following options to consider on this matter: 1. Adopt the resolution as presented, approving the purchase; 2. Direct staff to return with more information; 3. Take no action. RECOMMENDED ACTION: Adopt resolution authorizing the City Manager to purchase Constituent Relationship Management software services from Seneca Systems ATTACHMENTS: 1. Resolution 2. Seneca Systems Terms of Use Agreement for Romulus CRM RESOLUTION NO. 14285 A RESOLUTION AUTHORIZING THE CITY MANAGER TO PURCHASE CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOFTWARE SERVICES FROM SENECA SYSTEMS WHEREAS, in January 2015 the City Council approved a Community Engagement Action Plan which outlined the need for constituent relationship management (CRM) software to improve the handling of public issue reporting and inquiries; and WHEREAS, the City convened an internal team to prioritize the actions of the Plan and determined that CRM was one of three top priorities; and WHEREAS, on February 1, 2016 the City Council accepted a staff report regarding these priorities and on February 3, 2016 the City issued a Request for Information for CRM services; and WHEREAS, a cross -departmental team of staff reviewed vendor responses and participated in demonstrations, ultimately recommending that the City proceed with Seneca Systems for CRM services; and WHEREAS, Seneca Systems is a Redwood City -based start-up company who offers a software -as -as -service (SaaS) product called RomulusCRM that allows staff to assign, track, and resolve constituent requests; and WHEREAS, staff has used RomulusCRM on a pilot basis since August 2016 and recommends that the City Council authorize continued use of RomulusCRM by the City; and WHEREAS, there are sufficient funds in the City's Information Technology Fund to support the proposed purchase, of $60 per user per month, for a total not to exceed $50,000 annually; and NOW, THEREFORE, BE IT RESOLVED that the City Council of the City of San Rafael does hereby authorize the City Manager to purchase CRM services, on behalf of the City of San Rafael, according to the terms of use (htti)s://www.romuluscrm.com/termsofuse.html), from Seneca Systems. I, ESTHER BEIRNE, Clerk of the City of San Rafael, hereby certify that the foregoing Resolution was duly and regularly introduced and adopted at a regular meeting of the City Council of said City held on Tuesday, February 21, 2017 by the following vote, to wit: AYES: COUNCILMEMBERS: Colin, McCullough and Vice -Mayor Bushey NOES: COUNCILMEMBERS: None ABSENT: COUNCILMEMBERS: Gamblin and Mayor Phillips ESTHER C. BEIRNE, City Clerk 4 Romulus-u/ ATTACHMENT B Benefits - Pricing Securitv Bloe Log In /# rice (securitv.html) (httDs://blog.romuluscrm.com) (httDs://aDD.romuluscrm.com/login) Romulus Terms of Use EFFECTIVE DATE: January 1, 2015 INTRODUCTION TO THE TERMS OF USE Thank you for using Romulus! These Terms of Use ("Terms") describe your rights and obligations relating to your use of and access to the Romulus application, website, and any related service of Seneca Systems, Inc. ("Services"). Romulus is a product of Seneca Systems, Inc., and any reference to "Romulus" in these Terms includes Seneca Systems, Inc. Please review the Romulus Privacv Policv (httDS://romuluscrm.com/DrivaCVD01icv.html), which explains our practices related to the information we collects and uses to provide the Services. By using the Services, you agree to the Terms and the Privacy Policy as binding agreements, so it is important that you review and understand both these Terms and the Privacy Policy. These Terms apply to the Privacy Policy as well. Do not hesitate to contact us via email (DrivacvPromuluscrm.com (mailto:DrivacvPromuluscrm.com)), by phone (1-844-ROMULUS), or on Twitter (Promuluscrm (httDS://twitter.com/romuluscrm)) if you have any questions or want to discuss either of these important documents. AGE RESTRICTIONS Romulus does not intend that the Services be used by anyone under 18 years old. By using the Services, you represent that you are over 18 years of age and that you are legally able to enter into this agreement. If we learn or have reason to suspect that a user is under 18 years old, we will promptly delete any personal information in that user's account. INFORMATION ABOUT YOU PROVIDED TO ROMULUS As an integral part of our Services, you have the ability to provide us with information about yourself through your Romulus user account, by giving us access to information collected by third parties, and by distributing information about yourself on our website. By providing this information, you grant us the right to distribute, reproduce, and submit this information to the appropriate government agency. Further, by providing us with information about you through our Services, you represent that you own, or have the authority to distribute, the information. For more information on our information and data collection practices, and how we use your information, please read the Romulus Privacv Policv (httDS://romuluscrm.com/DrivaCVDolicv.html). INFORMATION YOU PROVIDE MAYBE SUBJECT TO PUBLIC DISCLOSURE UNDER GOVERNMENT OPEN RECORDS LAWS A key feature of our Service is the ability to provide information to government agencies in a user- friendly manner. However, information collected by government agencies is often subject to disclosure based on laws related to public records, such as the California Public Records Act. We have no control over these laws, and the information you provide to us that is then sent to a government agency may be subject to public disclosure. As such, you represent that you understand that the information provided to Romulus that is submitted to government agencies may be subject to public disclosure. We assume no responsibility, and you release us from any responsibility, for any disclosure of your information based on gov&MfdHf b -Rn records laws, and any and all consequences that result from such disclosure. OUR APPROACH TO CLAIMS OF INTELLECTUAL PROPERTY INFRINGEMENT We value your intellectual property rights. As such, we reserve the right to suspend and/or terminate any user's account who is found to have infringed on the intellectual property rights of users, Romulus, or third parties, or who violated any laws related to intellectual property. In the event that you have a good faith belief that your intellectual property rights or the rights of someone else have been violated on our Services, and you want us to delete, edit, or disable the material in question, you must provide us with all of the following information (as required by the Digital Millennium Copyright Act of 1998): (a) a physical or electronic signature of a person authorized to act on behalf of the owner of the exclusive right that is allegedly infringed; (b) identification of the copyrighted work claimed to have been infringed, or, if multiple copyrighted works are covered by a single notification, a representative list of such works; (c) identification of the material that is claimed to be infringed or to be the subject of infringing activity and that is to be removed or access to which is to be disabled, and information reasonably sufficient to permit us to locate the material; (d) information reasonably sufficient to permit us to contact you, such as an address, telephone number, and if available, an electronic mail address at which you may be contacted; (e) a statement that you have a good faith belief that use of the material in the manner complained of is not authorized by the copyright owner, its agent, or the law; and (f) a statement that the information in the notification is accurate, and under penalty of perjury, that you are authorized to act on behalf of the owner of an exclusive right that is allegedly infringed. For this notification to be effective, you must provide it to Romulus's designated agent at: Copyright Agent Seneca Systems, Inc. 201 Marshall Street Unit 101, Redwood City, CA 94107 415-429-5899 helloPromuluscrm.com (mailto:hello(@romulusaDD.com) RESPECT FOR THE INTELLECTUAL PROPERTY RIGHTS OF OTHERS Although you are free to provide information as part of our Services, you agree to respect the intellectual property rights of others. You may not upload, download, display, perform, transmit, or otherwise distribute any information or content in violation of intellectual property or proprietary rights of any third parties. If you do not respect a third party's intellectual property or proprietary rights, you are solely responsible for any violations of law. In addition, you are solely responsible for infringement of third party rights caused by any information that is generated from your account. THIRD PARTY SITES AND SERVICES ARE BEYOND OUR CONTROL Our Services may be integrated with services provided by third parties as part of the functionality of the Services. But we have no control over third parties. Thus, we make no guarantees about, and assume no responsibility for, the information or services provided by third parties. LET US KNOW IF YOU WANT TO TERMINATE YOUR ACCOUNT At any time, you may terminate your account by sending us an email at privacy@romuluscrm.com, or by calling us at 1-844-ROMULUS. When yo&1btRRf M4 o terminate your account, we will remove all of your data from our servers within a reasonable amount of time, unless we are required to retain your information by law or as required by government agencies as described in Romulus's Privacv Policv(httas://romuluscrm.com/Drivacvaolicv.html). OUR ABILITY TO TERMINATE YOUR ACCOUNT If you use the Services in a way that would expose us to liability, disrupt the Services of other users, or if you violate these Terms or the Romulus Privacy Policy, Romulus has the right to terminate your user account or take other action to prevent your access to our Services if we, in our sole discretion, deem that such action is necessary. YOUR RIGHTS TO YOUR DATA If we terminate your account, including if we terminate your account because of a corporate dissolution, we will provide you with your data in an electronic format at such email address that we have on file for you. USERNAMES AND PASSWORDS FOR ROMULUS ACCOUNTS As part of our Services, you will be required to create an account with a username and password that will provide you access to your account. You are solely responsible for keeping your password safe from disclosure to third parties. You may not use anyone else's account, including their username or password. If you become aware of any unauthorized use of your account, username, or password, you must promptly notify us of such use. You agree that we will not be liable for any loss that you incur if someone else uses your account, username, or password, either with or without your knowledge. PERMISSIBLE USE OF THE SERVICES Romulus imposes certain restrictions on your permissible use of our Services because we want to ensure the proper functionality of the Services for all of our users. You are prohibited from violating or attempting to violate any security features of the Services, including, without limitation, (a) accessing content or data not intended for you, or logging onto a server or account that you are not authorized to access; (b) attempting to probe, scan, or test the vulnerability of the Services, or any associated system or network, or to breach security or authentication measures without proper authorization; (c) interfering or attempting to interfere with service to any user, host, or network, including, without limitation, by means of submitting a virus to the Services, overloading, "flooding," "spamming") "mail bombin ,""crashing," or undertaking similar activities; and (d) forging any TCP/IP packet header or any part of the header information in any e-mail or in any posting using the Services. INAPPROPRIATE CONTENT You shall not make inappropriate content available on the Services, including, but not limited to: libelous, defamatory, obscene, pornographic, abusive, or threatening content; content that advocates or encourages conduct that could constitute a criminal offense, give rise to civil liability, or otherwise violate any applicable local, state, national, or foreign law or regulation; or advertise or otherwise solicits funds for goods or services. If you post this type of inappropriate content, we may remove such content from our servers, and if warranted, terminate your account. SOFTWARE The software in Romulus's Services, including all files and images contained in the Services, and accompanying data ("Software") are the pro06%'iW5ca Systems, Inc. As part of these Terms, we grant you a nonexclusive, nontransferable, and revocable license to use the Software for your personal home use. You may not use the Software for non -personal, commercial use. You may not sell, redistribute, or reproduce the Software. You also may not decompile, reverse -engineer, disassemble, or otherwise convert the Software without our permission. This section does not apply to any component of Software that may be offered under an open source license. Upon request, we will happily provide you with a copy of any open source license that is a component of Romulus's Software. DISCLAIMER OF WARRANTIES; "AS IS" ROMULUS IS MAKING THE SERVICES AVAILABLE "AS IS" AND, TO THE MAXIMUM EXTENT PERMITTED BY LAW, ROMULUS EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, REGARDING THE APPLICATION, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FORA PARTICULAR PURPOSE, OR NONINFRINGEMENT.YOU ASSUME THE RISK OF ANY AND ALL DAMAGE OR LOSS FROM USE OF, OR INABILITY TO USE, THE APPLICATION. ROMULUS DOES NOT WARRANT THAT OPERATION OF THE APPLICATION WILL BE UNINTERRUPTED OR ERROR -FREE. LIMITATION OF LIABILITY TO THE MAXIMUM EXTENT PERMITTED BY LAW, ROMULUS SHALL NOT BE LIABLE FOR DAMAGES OF ANY KIND (INCLUDING, BUT NOT LIMITED TO, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, LOST PROFITS, OR LOST DATA, REGARDLESS OF THE FORESEEABILITY OF THOSE DAMAGES) ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICES. THIS LIMITATION SHALL APPLY REGARDLESS OF THE LEGAL THEORY OR FORM OF ACTION. INDEMNIFICATION In the event that someone brings a claim against us related to your actions, content, or information on our Services, you agree to indemnify, defend, and hold us and our agents harmless from and against any and all third party claims, losses, liability, damages, and/or costs (including reasonable attorney fees and costs) relating to such claim. We will notify you promptly of any such claim, loss, liability, or demand, and will provide you with reasonable assistance, at your expense, in defending any such claim, loss, liability, damage, or cost. GOVERNING LAW These Terms shall be governed by the laws of the State of California, without regard to conflict of law provisions. RESOLVING DISPUTES: In the unfortunate event that you have a dispute with us, you agree to resolve the dispute as follows: first, we will attempt to resolve the dispute through informal resolution - contact us at helloPromuluscrm.com (mailto:helloPromuluscrm.com). Second, if the dispute is not resolved through informal resolution within 15 days, you agree to attempt, in good faith, to resolve the dispute through mediation administered by the American Arbitration Association under its Commercial Mediation Procedures. Third, if the dispute is not resolved through informal resolution and mediation, you agree to participate in binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. Further, you agree that the costs associated with mediation and/or arbitration under this section shall be divided equally between you and Romulus. SEVERABILITY AND WAIVERrTACHMENTB If, for whatever reason, any term or condition in these Terms is deemed unenforceable, all other terms and conditions will remain unaffected and in full force and effect. The failure to enforce any provision of these Terms is not a waiver of our right to do so later, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party. MODIFICATIONS TO THESE TERMS As we improve our Services, we may add to, change, update, or modify this Policy. Any time that we plan on making a material change to this Policy, we will notify you at least 90 days prior to making the change by sending you an email. During the 90 -day period, you may provide comments to us at DrivacvPromuluscrm.com(mailto:DrivacvPromuluscrm.com). If you continue to use the Services after that 90 -day period, you consent to the new Policy. We will always have the latest version of this Policy posted on our Site. HEADINGS USED IN THESE TERMS The section headings contained in these Terms are for reference purposes only and shall not affect in any way the meaning or interpretation of these Terms. Home Centralization (centralize.html) Communications (communicate.html) Analvtics (analvtics.html) Securitv (securitv.htmi) Take a Tour (tour.html) phone: 415-429-5899 fax: 916-259-0022 email: Dress0seneca.systems (ma iIto: Dress@seneca.systems) (httDs://www.facebook.com/romuIusCRM/) (httr)s:Htwitter.com/romuluscrm) BloQ (httDs:Hbloe.romuluscrm.com) Log In (httDs://app.romuluscrm.com/login) HeID (mailto:suaaort0seneca.systems) Privacv Policv (Drivacvaolicv.html) Terms of Use (termsofuse.htmi) (httD://seneca.systems) 333 Bradford St. Suite 270 Redwood City, Calif. 94063 © 2017 Seneca Systems, Inc. ROUTING SLIP / APPROVAL FORM INSTRUCTIONS: Use this cover sheet with each submittal of a staff report before approval by the City Council. Save staff report (including this cover sheet) along with all related attachments in the Team Drive (T:) --> CITY COUNCIL AGENDA ITEMS 4 AGENDA ITEM APPROVAL PROCESS 4 [DEPT - AGENDA TOPIC] Agenda Item # Date of Meeting: 2/21/2017 From: Rebecca Woodbury Department: City Manager's office Date: 2/10/2017 Topic: TICKETING SOFTWARE FOR PUBLIC INQURIES AND REQUESTS Subject: A RESOLUTION AUTHORIZING THE CITY MANAGER TO PURCHASE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE SERVICES FROM SENECA SYSTEMS Type: ® Resolution ❑ Ordinance ❑ Professional Services Agreement ❑ Other: APPROVALS ® Finance Director Remarks: MM - 2/13 approved - pending resolving the issues I noted as comments in the staff report. ® City Attorney Remarks: LG -Approved 2/15/17. ® Author, review and accept City Attorney / Finance changes Remarks: ® City Manager Remarks: