Recommendation to adopt Specification No. RFP TI18-063 and award contracts to Deloitte Consulting, LLP, of San Diego, CA, to provide implementation services for a Customer Relationship Management (CRM) system in the amount of $1,650,000, with a 10 percent contingency in the amount of $165,000, for a total amount not to exceed $1,815,000, for a period of one year, with the option to renew for one additional one-year period, and to Salesforce, of San Francisco, CA, through its recommended reseller, Carahsoft Technology Corporation, of Reston, VA, for the software licenses, in the amount of $294,807, with a 20 percent contingency in the amount of $58,961 for a period of one year, for a total amount not exceed $353,768, with the option to renew for four additional one-year periods, with annual increases ranging from 2.5 to 7 percent; authorize City Manager, or designee, to execute all documents necessary to enter into the contracts, including any necessary amendments; and Increase appropriations in the General Services Fund Group in the Technology and Innovation Department (TI) by $1,
Next up, item number. 35. Adam, 35, is a report from technology and an innovation recommendation to work contracts to Deloitte Consulting to provide implementation services for a customer relationship management system for a total amount not to exceed 1.8 million, and to sales force for the software licenses for total amount not to exceed 303,007 and 68 citywide. Okay. Councilmember Mongo. Yes. We are very excited to hear a report from Ms.. Eriksson, and I was also asked by the mayor to give positive comments and vibes to Ms.. Eriksson, because we're so excited to finally have this presentation. So members of the city council, we echo that. This is exciting. This is something that the council has really invested in. And when we were in front of you about a year and a half ago, with all of our critical technology needs, this was one of the major focus areas of the council. And so with that, I'll turn it over to Lee Ericsson, who will walk through what we're doing with our customer relationship management system. Good evening. Members of City Council. We are here tonight to request approval to enter into contracts with Deloitte Consulting and Salesforce to implement a CRM or customer relationship management system. This project is a high priority for the city and was included in the technology systems category of the critical technology infrastructure needs that acting city manager Tom Modica just mentioned. First I want to cover the goals of the CRM project. In 2010, the city implemented Go Long Beach, a mobile application that allows residents and city staff to submit service requests each year. The usage of go along beach has increased and in fact usage tripled over the last five years to almost 60,000 service requests in 2018. As Gold Long Beach becomes more and more popular. Manual processes need to be automated to keep up with demand. Even with the success of Go Long Beach, it is evident that a true customer relationship management system is needed. The goals of an integrated and comprehensive CRM include to provide residents easy access to city services, provide tracking and monitoring capabilities that can serve as a tool to help improve city service delivery, improve resident engagement and access in conformance with the city's language access policy. Improve openness, transparency and accountability. Improve alignment of resources with service demands, and enable district level reporting capabilities that will drive improved data informed decision making. To support this effort. The city hired a consultant to assess the city's organizational readiness capabilities and resource capacity, as well as to create a strategy for a CRM system. We then use that assessment to help put together an RFP to solicit potential vendors for the system. The RFP process was multi-phased included a request for clarifications to gain further information and clarify responses. A multi departmental selection committee reviewed the nine responsive vendors and invited five firms for product demonstrations. A best and final offer request was then issued to the top two finalist, followed by reference checks. The Selection Committee then selected the Salesforce platform implemented by Deloitte Consulting. Salesforce is an industry CRM leader with 19.5% market share. Last year, Gartner has recognized Salesforce as a leader for CRM systems over the last 13 years, as evidenced by ability to execute and completeness of vision. Salesforce has public sector experience and a flexible platform in both look and functionality. The platform is also scalable and cloud native. Deloitte has a proven track record as an implementer, with both the City of San Diego and Orange County. Deloitte has also stellar public sector customer references, and all project team members are local to Southern California, which helps with logistics and travel costs. The scope of the CRM includes replacing the current Go Long Beach app with a more robust system. The new app will retain the goal Long Beach brand but offer a modern user interface. The customer self-service system will be able to be accessed via tablet, phone or laptop and allows constituents to track status of request and will also include access to a knowledge base to help residents placing requests. There will also be a robust back office utility that will allow staff to enter requests from constituents that call in and or to check status of requests. There will be seamless interfaces to back office work order systems which will eliminate duplicative and manual entry by staff. Lastly, there will be dashboards and reports that provide metrics to city staff and officials on the service requests, including items like duration, to close the ability to identify multiple requests that are on the same issue and to better pinpoint the geographic location of the request. With this CRM system, the public can expect a replacement of go Long Beach with modern technology. The transition will involve a robust communication and education plan. In addition, the Platform and Apple have multilingual support in conformance with the city's language access policy, and there also be enhancements to the city's website, Long Beach Lock up to serve as a one stop source for information about city services and the CRM system will include all existing go along beach topics, plus new topics such as beach and park maintenance items backed by digital workflows. Afghan officials can expect one common platform to manage interactions with the public, insights into performance through reporting tools like dashboards, and the improved ability to recognize and address duplicate service requests, among many other benefits. These screenshots show what is possible and serve as a blueprint for what the new Go Long Beach app may look like. The new Go Long Beach will be developed from the ground up by Deloitte based on city direction and staff and officials will be provided with opportunities to provide feedback throughout the project. The city will also receive a knowledge base as part of the implementation. The goal of the knowledge base is to provide self-service for constituents through one channel and to provide staff and officials with one consistent tool and points of reference for comment. Answering commonly asked questions. So the first year cost of the serum project will not exceed $2.16876 million, which include $2,168,768, which includes software, license costs, implementation, services and contingency. The ongoing license costs are already included in the FY 20 budget that was approved by City Council last month. The upfront costs are covered by funding identified in the critical technology infrastructure needs, as well as the remainder of funding coming from savings in other areas of the Technology and Innovation Department. FY 19 budget. If City Council approves this award appropriation tonight, the project will be kicked off this quarter and a new CRM system will be launched and operational by the end of 2020. This concludes my presentation. I am joined by burying a body, our brand new business Information Services Bureau Manager and Scott Otter, our business information technology officer. And collectively, we are ready to answer any questions that you may have. Thank you for that great presentation. I'll take it back. I know Councilmember Mongeau spoke on this to want to continue. Yes. Thank you. So I just want to tell you how pleased I am with the work that's been done. I know it took a long time, but I know it takes a long time to be thorough. I appreciate the level of research that you went into. I think it's important to note that these conversations are happening across the region. I also serve on a county wide mobility discussion and we are talking about how systems like these need to integrate over city lines. Within my district there is a donut hole of unincorporated, and if an individual drives through that area not knowing that they're no longer in the city of Long Beach. They would potentially use the gold on each app and not know. And so I look forward to the first phase, which is us handling our responsibilities to our constituents in a meaningful way. And then I'm. Our next agenda item is also related a little bit to this, but how we pull it all together so it's seamless across the region that Long Beach is the leader in allowing constituents to interact with their local government. 24 hours a day, seven days a week without coming to City Hall. And so I'm really excited for this. A lot of people talk about, oh, when you got elected, didn't you get a booklet of all the backlogged data and all the sidewalk requests that were pending or the tree stump removals that had been pending? We didn't. We received the database, but it was in the system in methodologies of the prior councilwoman, something that we did not know or understand how to really interpret. And so this tool will be able to be passed, not passed at all. It's it's a structural tool that is the responsibility of the city for us as council members to interact with to ensure constituents get services. My second year, an individual told me that three different council members had promised to remove their tree stump. It had been 17 years. Systems like these won't allow that to happen. We'll be able to get data that shows how long reports have been or requests have been pending and why they're not getting done. And so for this, I'm very excited. Congratulations to Lia and the team. I know it doesn't just happen at the top. So to each and every one of the members of the team that had a role in this. Thank you. I also remember, Piers, you seconded emotion. Yes, I did. Second emotion. Thank you. I'm really excited. I feel like we've been talking about this every budget. We kind of bring up the app. My office uses it a ton. I have a couple of questions and you might not be able to answer them, but that's kind of like a wishlist right now. Even though I know we've got a year to go through this process, I'm wondering if there's a way to overlap our district lines in here so that we very quickly could be able to say, okay, here are the request and that that constituent now understands, Oh, when I'm filling this out, Councilmember Pierce is my contact. So if I don't hear back, maybe she's the person I can follow up with. We're getting nods. Awesome. I'll go ahead. Yeah, that's. We are planning on having district level geographic boundaries so we can work to incorporate that. Wonderful. And then when I'm looking at just your possible images, I see location of issue. Are we still going to have the geo mapping where you'll be able to? Okay. I just wanted to make sure on that. This is great. I think it looks amazing. I look forward to going through the process over the next year and maybe we could also put a competition layer in here. You know, we can say let's start a competition that begins on this month and see who gets the most go Long Beach request. It's kind of fun. It's kind of fun, guys. Thank you, guys. You're on your own. Yeah, I. Don't think so, because after all, we are about service to the community. It's not a competition. We all we all win. You know, one of the one of the goals that you set here in terms of the the project goals and you stood out to me right away obviously is a I don't number three improves resident engagement and access in conformance with the city's language access policy. Can you describe how you're going to do that and will it require additional staffing and other types of human resource management type of? Take this A to take on this and this item. Councilman Yarrawonga. So the app itself with the labels will be translated into the different languages and it includes template standard responses that would be coming from commonly from common items. But what could happen with more customized individual interactions? We would be meeting city staff who have translation capabilities to be responding to those. So the actual roll out of that will be determined as part of the project scope and get department involvement and how that would actually work when we execute this. That sounds great. I'm looking forward to that. Thank you. With no other comment. Is there any public comment on this item? Or you. Let's cast their votes. Oh, I remember supernova. Well, was it? There was nobody signed up on it. I don't. Well, come on up. Come on up, please. Would you on this one? I think it's a really good plan. Mm hmm. It could be make be a big benefit, make it easier on customers, easier on city staff to go electronic. I didn't hear anything about cost savings associated with the system. And normally when you go electronic, there are cost savings. Secondly, I'd also like to see I know Deloitte has industrial engineers and in terms of how the processes work in the city, I think the industrial engineers could be brought in as well, although I wouldn't want to negatively impact your budget. But great idea. Thank you, members. Please cast your votes. Councilmember Pearce Councilmember Mongo. Motion. Thank you. I'd like to go to item number 22 for housekeeping purposes. I know it was announced at the beginning of the meeting that we'd be laying over an item and we just need to vote on it, I'm told.