DEPARTMENT: Finance
DEPARTMENT HEAD: Troy Elliott
COUNCIL DISTRICTS IMPACTED: Citywide
SUBJECT:
Amendment to Customer First San Antonio (C1SA) 2.0
SUMMARY:
An Ordinance authorizing an amendment to the agreement between Verint Americas, Inc. and the City of San Antonio for software and associated project implementation services to upgrade the San Antonio's Customer Relationship Management (CRM) system to the most current platform for a total cost of $396,761.78.
BACKGROUND INFORMATION:
The City of San Antonio's 311 Customer Service Office supports all City departments by handling informational calls and processing service requests for Animal Care Services, Development Services/Code Enforcement, Metro Health, Parks and Recreation, Solid Waste Management, and Transportation and Capital Improvements. In FY 2017, the Call Center received 789,117 calls for assistance.
The Customer First San Antonio (C1SA) project implemented the City's current Customer Relationship Management (CRM) system in October 2011. The system provides a streamlined process by which the 311 Customer Service Office, as well as staff in the various departments, can track resident requests for services.
With implementation of the CRM system in 2011, the City improved communications between departments and 311 Customer Service Office, data tracking/reporting, customer service and overall service delivery. As part of the project, the following was achieved:
? transitioned departments to SAP with enhanced work order management systems to better track service requests;
? Implemented timelines and workflow processes for all service requests;
? enabled more detailed information available to 311 staff in order to advise residents of pending work orders; and
? provided additional communication channels with the City through the implementation of the 311 web portal and mobile app.
The CRM system continues to be utilized by the 311 Call Center, City Council offices, as well...
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