SR-6-O (38)
C-.1J'J5D2.~
JUN 8 1999
CM JR\Clty Manager\Stfrprts\ComplalntTracklng wpd
Council Meeting June 8, 1999
Santa MOnica, CA
TO Mayor and City Council
FROM City Staff
SU BJECT Recommendation to Authorize City Manager to Negotiate and Execute a
Contract wIth Integrated InformatIon Systems, Inc for a CItIzen Concern
Tracking System, In an Amount Not to Exceed $33,700
Jntroductlon
This report recommends that the City Council authorize the City Manager to negotiate and
execute a contract with Integrated Information Systems, Inc , for "CltyServe," a citizen
concern tracking system, In an amount not to exceed $33,700
Sackg rou nd
As part of Its Y2K remediation efforts. the City of Santa MOnica has been working to
IdentIfy and replace all computer-related systems that are not Y2K compliant. Because the
Citizen complaint tracking system currently used by the City was found to be noncompliant,
replacement IS reqUired
DISCUSSion
In addition to Y2K noncompliance problems, the limited features of the current complaint
tracking system have diminished Its usefulness across City departments Therefore, In
researching Y2K replacement software, staff Identified features to enhance the system,
Including accessIbility by all departments, ability to track and generate reports by Issue,
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JUN 8 1999
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location, complaint type and other sorts, compatibility with the City's e-mail system, and
document Imagmg capability
Among companies manufacturing and marketing complaint tracking software nationally,
three were Identified as having products specifically designed for local government
agencIes and were InVIted to submIt Imtlal proposals The companies and theIr respectIve
products are Integrated Information Systems (CltyServe), Florida League of Cities (CIVIC
Tracker), and CIVIC Solutions (Clvlcall)
Staff from the City Manager's Office, the office responSible for administering the complaint
response and tracking system for the City, and the Information Systems DIvISion (ISO)
revIewed Initial proposals City Manager's Office staff evaluated the products for ease of
use and desIred features, while ISO staff rated the products' technological ment After staff
determmed that all three comparably pnced products were Viable, a requirements
document was sent to each vendor requesting more specifiC information on cost and
availability of features considered Critical for Santa MOnica Demonstrations of each
product were arranged for City staff, includIng user departments, and references were
checked for each firm CltyServe IS currently used In Phoemx, Arizona and Long Beach
and has been purchased for installation In San Diego
CltyServe best fits the City'S needs Specifically, CltyServe IS the only product to combine
the follOWing Critical features Integration with ARCVlew, the CIty'S mapping or GIS
software, integration With Groupwlse 5, the City's e-mail system, full-text searching With
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Fulcrum (state-of-the-art) technology, database whIch IS compatible with City servers, and
document Imaging Neltherthe CIVIC Tracker nor Clvlcall system currently offers document
Imaging or e-mail Integration
Budget/Financial Impact
Funds are available In accounts 01-700-274-00000-5506-00000 ($28,700) and 01-710-
223-20099-8900-99468 ($5,000) for Integrated Information Systems, Inc services, which
Include Installation and set-up of CltyServe software, staff training and fIrst-year
maintenance and support
Recommendation
It IS recommended that the City Council authorize the City Manager to negotiate and
execute a contract with Integrated Information Systems, Inc for CltyServe, a citizen
concern tracking system, In an amount not to exceed $33,700, Including mstallatlon, set-
up, training and first-year maintenance
Prepared by
Judy Rambeau, Communications Coordinator
Jory Wolf, Manager of Information Systems
DaVid Yeskel, Systems Analyst
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