SR-052698-6G
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MAY 2 6 1998
CM JR \cmanager\stfrpts\telework1
Council Meeting May 26, 1998 Santa MOnica, California
TO Mayor and City Council
FROM City Staff
SUBJECT Recommendation to Authorize City Manager to Negotiate and Execute a
Contract with Tele-Works, Inc for the Purchase of Automated CItizens
Information System, including Computer EqUipment, Maintenance, Software,
Training and Support Services
I ntrod uctlon
ThiS report recommends contracting with Tele-Works, Inc , for the Automated CItizens
Information System, which Will proVide recorded information to Santa MOnica reSidents and
other callers on 200-plus hIgh-Interest tOpiCS 7 days a week, 24 hours a day Additionally,
the system Will allow callers to activate fax-an-demand lor a vanety of documents,
subscnbe to a fax subSCriptIon service, leave messages for City staff (something not
pOSSIble now after hours), access emergency information, and to participate In telephone
surveys on City programs, service and Issues The system Will Include messages In
Spanish and Will be acceSSible to heanng-Impalred callers
Background
As part of last year's budget decIsions, the City Council directed staff to Improve Council
agenda dissemination throughout the community In a variety of ways, including purchase
of advertiSing space In local newspapers and purchase of a fax-an-demand system
AdvertiSing In the Argonaut and Outlook (before ItS demise) and more recently In the Sun
has Increased agenda VISibility, as has use of the City's Web site Staff began research
1 t.-~
MAY 2 6 !98
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Into fax-an-demand In January
DIScussion
Staff evaluated fax-an-demand systems sold by Fax Back and V-Systems, Inc and
determined that both were too limited In application for Santa MOnica's purposes The
system that emerged as offering the best value and most features IS the Automated Citizen
Information System (ACIS) sold by Tele-Works, Inc of Blacksburg, VA ACIS IS the only
system of Its kind marketed m the United States and Tele-Works has been m the
automated information-access business Since 1985
More than 45 California cities use the Tele-Works system, mclud Ing Sunnyvale, San Diego,
Cemtos, Redding, Camarillo, Tulare, Upland and Downey ACIS administrators In other
cities contacted by the City Clerk and City Manager's Office gave Tele-Works high marks
for system accessibility (easy to use and malntam), reliability and customer satisfaction
I n no case does the system replace personal contact, nor would It In Santa MOnica
Rather, the automated system IS most benefiCial for after-hours mformatlon needs and
reducmg routme calls dUring busmess hours, allowing staff to be more responsive to
non routine customer concerns
Although fax-an-demand was the Impetus for consldenng ACIS by Tele-Works, the system
has other features that would make It a valuable addition to the City's community outreach
efforts even without the fax component ACIS Will allow reSidents to get answers to
frequently asked questions (e g , where do I pay a parkmg ticket, how do I renew my
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business license, where do I get a marriage license) and to leave messages regardmg CIty
services and programs outside of normal business hours and on weekends The system
components are flexible, which Will allow the City to add features such as Web Interface
m the futu re Staff has confirmed that the Tele-Works system complies with Year 2000
date formats
Staff mtends to begin Implementation of ACIS--and to give It a more memorable name,
such as "TeleToplcs" or "CltyCall"--ln a pilot program with the City Clerk's Office In late
summer or early fall ThiS Will allow a test of all the functions, evaluatIon of time requIred
for updating and maintenance, and opportunity to begin marketing the service to the
community The call-In menu Will be expanded to other departments and tOpiCS by the end
of 1999
BudgeUFlnanclallmpact
Funds are available In Account Number 01-700-274-00000-4439-00000 In an amount not
to exceed $37,065 The first year of maintenance IS included In the contract price
Thereafter, the annual maintenance cost Will be $2,100 plus the annual change In CPI or
15 percent. whichever IS less
Recommendation
It IS recommended that the City Council authorize the City Manager to negotiate and
execute a contract with Tele-Works, Inc for the purchase of the Automated Citizens
InformatIon System, including computer eqUIpment, maintenance, software, tralnlngl
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support services The cost of the computer equipment, software and training/support
servIces shall not exceed $37,065 The annual maintenance cost shall not exceed $2,100
plus the annual change In CPI or 15 percent, whichever IS less
Prepared by Judy Rambeau, Communications Coordrnator
Jory Wolf, Information Systems Director
Mana Stewart, City Clerk
Attachments Tulare ACIS Sample Menu
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Welcome to FYI Tulare
FYI Tulare IS a 24-hour telephone Information service for Tulare citizens and VISItorS
FYI Tulare IS not meant to replace person-to-person contact, but rather to offer you
the convenience of InformatIOn 24-hours a day, 7 -days per week Call 685-5656 for
easy access to over 500 messages We want to know what you thinK of thiS service
You may give us your comments or suggestions by selecting message 543
It's Easy to Use FAX-On-Demand Informacion en Espano'
1) Simply dial 685-5656. Have paper and Messages with an astenck (*) contam Comenzando en la pagma 3, la mformacl6n
pencil ready to Jot down notes FAX related documents They provide you esta dJsponlble en Espanol FYI Tulare es
with an audiO message and Instructions para Ja convenlenCla de Ud If esta en
2) Then press the three-dig It message on how to receive more Informahon vIa operaclon las 24 horas del dra, 7 dras de
number of your chOIce You may FAX At any time you may skip the audiO la semana L1ame 685-5656 y marque
access up to four messages each time message by pressing the star key on your 800 para una IntroduccI6n 0 el mensaJe de
you call FYI Tulare touch-tone phone su selecclon
Call FYI Tulare 685-5656 Page 1
Animal Services Emergency Disaster Water/Sewer/Solid Waste/Bill -
Animal Bites - Reporting 175 prep-aredness Automated Payment System 241
Animal Control Enforcement 176 If you need to Evacuate 212 Customer Service Information 242
Cat Problems 177 How to Prepare for Earthquakes 213 Billing Procedures 244
Dead Animal on or Along Roadway 178 Home Hazards 214 Signing up for Service 245
Leash Law 179 Earthq uake Preparedness Payment Locations 243
Loud or Barkl ng Dogs 180 Emergency Supplies Checklist 215
Children's Issues Natural Disaster 216 Fire Department
Children's Library Programs 185 EmpJgyment & Volunteers General Information 250
Christmas Crusade for ChIldren 186 CIty Employment- Fire DepartmentServlces 251
Day Care - ReSidential Zonmg ApplIcatIon Procedures 220 Bicycle licenses 252
Requirements 187 City Full- Time Jobs Available 221 Fire Escape Plannmg For Homes 253
Day Care Center ReqUirements 188 F nends of the library ??? Fire EXits - Code Information 254
Health Insurance Program for Uninsured Hosplta I Volunteer Prog ram 223 Fire Safety Inspections For BUSinesses 255
Children or Pregnant Women 189 Library Volunteers _ 224 Fire Safety Tips For Parents 256
Health Wise Child Car Seat Loaner Parks & Community Services Fireworks 257
Program 190 Volunteers 225 Holiday Fire Safety 258
Seat Belt Law & Child Safety Seats 191 Part-Tlme- Employment Parks & Open Storage of "Junk" - City Code 259
Community ServIces 226 Open Storage of "Junk" -
City Council, Boards & Tulare Healthy Cities 227 Reporting Violators 260
Commissions Volunteen Program 228 Outdoor Burning - Regulations 261
City Council - General Information 194 Power Outages - V\lhat To Do? 262
*Clty CounCII- Meetrng Agenda 195 Finance Department, Smoke Detectors 263
City Boards & CommiSSions - Tours Of FIre Faclhtles 264
General Information 196 Business Licenses & PE::i'I:UitS VehIcle Abatement 265
CIty Councll- Contacts & Information 197 BUSiness Licenses - General Info 234 Weed Abatement 266
Board of Supervisors 198 BUSiness Licenses and PermIts 235
Elementary School Board InformatIon 199 Busmess License Violations 236 Government
High School Board Information 200 BUSiness Taxes 237 City Hall Directions 270
Board of PubliC UtilitIes 201 Door To Door SoliCitation - Ordinance 238 CIty Hall - Hours & ClOSings 271
Parks & Commumty Services Garage & Yard Sale PermIts 239 City Suggestion Box 272
CommISSion 202 Water- No Service 240 CitIZen Claims 273
Planning CommIssIon 203 Complaints About City ServIces 274
RedevelopmentAgency 204 Airport - General I nformatlon .. 275
Directions To The Airport 276
Economic Development Block Party & Specral Events - Permits 277
EconomiC Development Information 208 Cemetery Information 278
Economic DevelopmentProgram 209 County Offices - locations 279
Llame FYI Tulare 685-5656 t Page 4
Departamento de Bomberos programa Recreatlvo - Escuela Matenales Pellgrosos - Desecho ,
945
Departamento de Bomberos- Cypress 898 Horano en dlas Festlvos -
Informacion General 864 InformaCion Para Inscnpclon 899 Desechos Solldos 946
Servlclos del Departamento de Roller Zone - Paquetes Para Fiestas 900 ReclclaJe - CaJas 947
Bomberos 865 Roller Zone - patmaJe 901 ReclclaJe- Acelte de Motor Usado 948
Planeamlento de Evacuaclon en Centro de Comunidad Para Anclanos 902 ReclclaJe. Centros 949
Caso de Incendlo en los Hogares 866 EqUlpo Deportlvo 903 Renta de Contenedores para Basura 950
Sahdas de Emergencla - AerobIcs 904 BJoqueo en eJ SIstema de AlcantanlJado 951
Especlficaclones 867 Programa ACUi3tlco de Verano 905 Reglas de Conservaclon de Agua 952
Consejos Para los Padres en Programa de Juegos de Verano 906
Caso de Incendlos 868 C/asesde Tenrs -Jovenes 907 RemQdelaci6n
Fuegos Artlficlales 869 Toucan's PIZZa and Fun Park - Fiestas 908 I nformaclon General 955
Prevenclonde Incendlos Campamenmto de Basketball programa de Reparaclonesde
Durante Las Fiestas 870 para Jovenes 909 Emergencl8 Para Personas con
Almacenaje de "Basura" al Alre Llbre- Programa de Voluntanos 912 BaJos Ingresos 956
Reporte de Personas en Falta 871 Oportunldadespara Voluntanos 913 ProtecCl6n para una VMenda Justa fYS7
Reporte de CasasfPropledades Polida y Segyridad Publica Programa de ASlstenCla Para
en Malas CondiCiones 872 Compra de la Pnmera Casa 958
InformaCIon General 916 Programa de Vrv'enda y Renta 959
ASlstencla de Emergencla 917 Ayuda en la Remodelaclon Para
Gobiemo Onentaclon Pohclaca Para la Propletanos de Casas con Bajos
Dlrecclones del Ayuntamiento de Comunidad 918 Recursos 960
la Cludad 875 Pohcla ComUnltana de Lincoln 919 Programa de AslstenCla en la Remodelaclon
Dlas y Horas de TrabaJo del Pohcla Comumtana de Roosevelt 920 de Casas con InqUlllnos 961
Ayuntamiento de la Cludad 876 Prevenclon de Cnmenes Para
Buzon de Sugerenclas de la Cludad 877 Resldentes 921 Escuelas de la Ciudad
Busqueda de Personas y Menores de Tulare
Biblioteca DesapareCidos 922 I nformacI6n General 963
InformaCion General 879 Corte Municipal 923 Horanos De Carnlones en Dlas
Sollcltud para Credenclales de la Multas par Estacronamrento . con Nebhna 964
Blblloteca 880 San Clones Comunes 924 P rag rama de Servlclo de Comlda 965
Horano de la Blblloteca 881 Reportes Pollclacos 925 Inscnpclonde Nuevos Estudlantes 966
Reporte de un Cnmen 926
LicenciasLCertificados Reporte de un Accldente de Translto ff27 Hospital Distrital de Tulare
LlcenClaslCertlficados 810 Abuso Conyugal 928
Certlficadode NaCimiento 883 InformaCIon General 968
Centro de Naclmlentos 969
Certlficadode Matnmonlo 884 Transp-orte Publico InformaCion Para la Salud, Educaclon
Llcenc,a de Matrrmonro 885 I nformaclon General 930 en Salubndad Publica 970
Obtenclon de Horanos 931 InformaCion Para la Salud. "Preparandose
Parques y servicios a la Uso de los Horanos del Autobus 932 para la Maternldad" 971
comunidad InformaCion Acerca del pase de Autobus 933 CUldado de la Salud en Casa 972
InformaCIon General 887 InformaCion de las Rutas Establecldas 934 I mmu nlzatlons Vacunaclon 973
programa de Basketball Despues de Informacion de DIaI-A-RIde T ulare(DART} 935 Programa de Respuesta at
la Escuela del 4to al 6to Grado 888 Servlclo de Suscnpclonf Agravlo Sexual (SART) 974
Programa de Soccer Despues de la Reservaclon para DART 936 Climca de Salud de la
Escuela del4to al 6to Ggrado 889 ComUnidad de Tulare 975
Mejores Centros Para Jovenes Obras Pitblicas
Despues de Ja Escuela 890 DIVISion de lngenleria- Tulare Joint Union High
MeJores Programas Para Escuela InformaCion General 938
MedIa 891 Obras Pubhcas - School _
Renta de EqUlpo Para Construccl6n 892 InformaCIon General 939 I nformaclon General 979
KID S Basketball 893 Basura y Desechos Verdes -
KID S Teeball 894 Como utll1zar los Botes 940 FYI Tulare Informacion de
Cartas de Santa Clause 895 Recolecclon Especial de Basura 941
Renta de Areas Cublertas Para Basura y Desperdlcos Verdes - Tulare
Dlas de Campo 896 InformaCion General 942 FYI Tulare 981
Deportes 897 Reporte de Graffiti 944 Nuevos MensaJes _ 982
i FYI Tulare...informacion cuando Ud. 10 necesita y cuando Ud. 10 desea!