HomeMy WebLinkAbout2021-10-26 - AGENDA REPORTS - RESIDENT SERVICE CENTER CONTRO
Agenda Item: 4
1. CITY OF SANTA CLARITA
AGENDA REPORT
CONSENT CALENDAR
CITY MANAGER APPROVAL: 1
DATE: October 26, 2021
SUBJECT: AWARD OF RESIDENT SERVICE CENTER CONTRACT
DEPARTMENT: Administrative Services
PRESENTER: Benny Ives
RECOMMENDED ACTION
City Council:
1. Award a one-year contract, with two optional one-year renewals at the City's discretion, to
GoGov, Inc. (GoGov), for the continued use of GoGov's Citizen Relationship Management
application (Resident Service Center), for a total amount not to exceed $125,218.
2. Authorize the City Manager or designee to execute all contracts and associated documents,
subject to City Attorney approval. Authorize the City Manager to execute up to two annual
renewal options subject to satisfactory performance and budget authorization.
BACKGROUND
Since 2008, the City of Santa Clarita (City) has utilized GoGov, Inc. (GoGov), for its suite of
applications, which include Citizen Request Management (CRM), GoEnforce (Code
Enforcement) and Work Order Management (WO), collectively referred to as the City's Resident
Service Center (RSC).
These applications allow citizens the ability to submit questions and requests for service 24 hours
a day, for items such as noise disturbances, pot holes, illegally parked vehicles, graffiti, and
many other topics. City staff uses the system to communicate with citizens, provide updates, and
seek feedback upon closure of their request. The RSC is available via the City's website and as a
stand-alone mobile application.
Since 2008, City staff have received and closed more than 230,000 citizen requests. The City's
RSC remains a very popular and effective way for citizens to engage with the City. In 2021
alone, 84 percent of RSC survey respondents rated the City's services as having met or exceeded
their expectations.
Page 1
Packet Pg. 20
O
In accordance with the City's Purchasing Policy for Technology, staff recently reviewed
competing solutions to support the existing system in -place and determined that GoGov's suite of
applications still met the City's needs most effectively and recommends continued use of the
platform.
ALTERNATIVE ACTION
Other action as determined by the City Council.
FISCAL IMPACT
Adequate funds are available in Technology Services expenditure account 1002200-516101 to
facilitate the recommended action.
Page 2
Packet Pg. 21