DEPARTMENT: Finance
DEPARTMENT HEAD: Troy Elliott
COUNCIL DISTRICTS IMPACTED: Citywide
SUBJECT:
Amendment to Customer Relationship Management (CRM)
SUMMARY:
This ordinance will authorize an amendment to the agreement between Verint Americas, Inc. and the City of San Antonio and approve a task order for Cityflag, Inc. in connection with the project implementation services to upgrade the Customer Relationship Management (CRM) system with an updated automation engine and mobile app changes for a total cost of $146,819.32, funded from previously authorized 2016 Tax Notes.
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 departments. In FY 2018, the Call Center received 751,000 calls for assistance. Additionally, there were 15,000 cases created through the mobile application and 90,000 cases submitted through the City's 311 website.
The City's current Customer Relationship Management (CRM) system was implemented in October 2011 and upgraded in November 2017 with the latest software version which included additional system functionality. The CRM system continues to be utilized by the 311 Call Center, City Council offices, as well as some of the City departments, and maintains customer data for residents who have called the City requesting services and have provided their information.
In August 2018, the City successfully launched a new mobile application through CityFlag that provides residents with an automated experience to report information to the City. An upgrade is required to the current CRM system to allow for additional functionality through an updated automation engine called Process Manager that will allow for the smooth transmittal of inform...
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