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Home My WebLink AboutRESPONSE - RFP - 7137 CONSTITUENT RELATIONSHIP MANAGEMENT SYSTEM1.0 8 T—f—Ing 1-1 here- ws' cul. er fare-rtfoer Proposal of Comcate, Inc. to the City of Fort Collins, CA Response to Request for Proposals for 7137 Constituent Relationship Management System City Contact: Dave Richmond President Comcate, Inc. Phone: 415-249-4904 Email: davegD-comcate.com May 13, 2010 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(d)-comcate.com Page 1 COMC!:T`E wwwtomcam mm Intuitive FAQs kept updated by staff will reduce incoming caseload. Comcate eFeedback Manager is fully scalable to multiple departments and many Comcate clients have chosen a phased approach to implementation that, over time, grows into a multi -department or agency -wide implementation. Middle Tier: High Priority Requirements Ability to integrate with the City's GIS system to support Yes Comcate eFeedback Manager can integrate with functions such as address verification, tagging the the City's GIS system to verify and tag locations location information for requests, and routing requests to and for routing'to agencies or staff based on agencies or staff based on the location of the request. location. Demonstrated ability to directly reliably interface with Yes Comcate can integrate with all applications listed widely used local government line of business systems, in the City's RFP. We have integrated with including but not limited to Accela Automation (Building Accela, we have specified the requirements to Permitting and Code Enforcement) and ACTEZA integrate with AZTECA and have completed Cityworks (Public Works work order systems) in a integrations with enterprise work order software manner that significantly reduces or eliminates manual solutions. Comcate's professional services team re-entry of requests received via the CRM system in to has significant integrations experience. We these line of business systems so as to support, not consider this one of our core competencies. In replace, existing LOB system workflows. this proposal we have included professional services and the web services API module to complete these integrations. This integration should achievable without unreasonable Yes All costs are listed in this response. Comcate's complexity and cost. API allows for low cost integrations with application used by the City today and in the future. Ability for citizens to easily submit requests (including Yes Citizens and staff can upload photos, documents support documents and photos) via mobile applications and notes into eFM cases. and cell phones (supports "Eyes and Ears" function). An effective web based customer interface that allows Yes Citizens easily navigate Comcate's easy to use citizens to easily navigate a self service FAQ topical FAQs that are integrated into the City's website knowledge base and then submit online requests if and easily submit requests based on topic for necessary. anv remaining questions. Effective access to peer organizations that have Yes Comcate's large family of clients readily shares implemented the same system, for ongoing support and best practices and process recommendations. learning, opportunities for shared support agreements, Comcate staff retains a large knowledge base etc that is also shared. The solution Comcate is proposing includes an API toolkit and services needed to meet all integrations listed in this proposal. Our response also includes Comcate Citizen Mobile Access, enabling citizen iPhone users to submit requests and feedback with attached photos and notes to the City, then check on the status of the request via iPhone. Benefits from this technology include increased responsiveness and citizen engagement and the ability to keep Elected Officials informed on issues of importance to the community. Third Tier: Desirable Re uirements Ability to integrate with IVR system to make the FAQ Yes Comcate can integrate IVR functionality and will topical knowledge base content available or provide propose that if requested. request status via phone without staff involvement. Ability to generate outbound text and telephone Yes eFM can generate automated email status or messages containing request status or closure closure messages and can propose telephone updates. I update functionality if requested. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-2494904 daveCakomcate.com Page 10 8 rreml—Mg Lnol Ge Nm ms' Cmlom Wemrtfmo 6.0 Comcate's Approach to Providing Constituent Relationship Management Systems Comcate's commitment to aft of our clients is to define their needs upfront. We spend time defining the outcome is trying to produce and strategies to produce that outcome. The result of this approach is the establishment of close relationships with our clients. Comcate's product evolution and roadmap is largely driven by client input, recommendations and requests, resulting in highly satisfied clients. We have provided references for you to call and confirm this claim. Comcate has more experience than any other firm in successfully implementing Constituent Relationship Management System software for public agencies. The following highlights some of the specific actions to be taken during the implementation process: 1. Gain internal support through the creation of a city-wide implementation project plan with milestones and key dates designed for your organization and culture. We have studied how people adopt technology and have designed our implementation process to take specific actions to gain support. This includes role based training and departmental process reviews, as well as, regular project communication updates. 2. ' Optimize the internal support and effectiveness of the Community Request Management System through the execution of a departmental process review with every key department and provide tools to communicate the project to the organization verbally and via email. Provide recommendations which may include internal operational changes and integrations between the departmental applications. 3. Meet the City's unique needs starting Day 1 with the configuration of the software to meet the unique needs. Clients can speak to our ability to customize the application to meet clients' specific needs. 4. Provide on -site role based training to meet the specific needs of different user types (power submitters, case managers, strategic users (department heads) and administrators). 5. Send test cases to city users, track responses and provide report to the City to identify any breakdowns. If agreeable to the City provide reward for responding faster than other similar cities. 6. Soft launch allows an opportunity to use the application during a low use period 7. Public outreach provides tools and PR people to help the City communicate the new service to the community. The implementation process includes regular project team meetings to review progress and discuss open items. Comcate clients frequently rely on Comcate's extensive experience and large client installed base, for, advice and recommendations on public agency operational best practices. Comcate's Systematic,lmplementadon Philosophy. is Based; on Experience, Experience and Experience. The strongest indicator of future performance is past performance. Comcate leads all other companies in completing successful Constituent Relationship Management Systems implementations in cities, including many that are similar in size to Fort Collins. We have assembled our project team to ensure that Fort Collins's proposed, implementation is executed by professionals who are experienced in implementing Constituent Relationship Management Systems similar in scope to Fort Collins. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 11 com C www=mcamcom Comcate's founding team recognizes that success is determined by satisfying customers and building long-term relationships as a result. To achieve this success, we take our client commitments seriously and work every day to build strong relationships and expand these important partnerships. Comcate's dedicated implementation team has generated many positive client responses and the results are fantastic. The numbers support our track record of successful implementation. In the past twelve months alone, the Comcate team completed over 50 implementations (and over 100 in the past 24 months), more than any other company as far as we know. Additionally, in the past twelve months Comcate ha's trained over 2,500 public agency staff members and held over 250 training sessions across the Country. • Trained over 2,500 public agency staff members • Held over 250 training sessions • Managed 100 implementations across the Country Training is one of the richest moments between Comcate and our clients. The information we get from users is invaluable. Our in-house trainers are continuously figuring out new ways to make training more fun and effective. Take a close look at the qualifications of the employees of our competitors. You may discover that they utilize outside consultants for the critical roles of project management and training. If you outsource the training and project management functions like our competitors do, you lose the opportunity to receive valuable feedback and establish a long-term connection with the staff. Our approach is different from our competitors. We utilize in-house staff to manage our client accounts, act as project managers and train staff. Our in-house account managers are responsible for managing the implementations and training for each client allowing our team to gain valuable experience. This creates an organization that is always learning and working to improve the experience for clients. The result is our selection, time and again, to implement technology with innovative cities like Fort Collins. The strongest indicator of future performance is past performance. Comcate leads all other companies, in completing successful CRM and Code Enforcement implementations in cities, including many that are similar in size to Fort Collins. We have selected Nick Boeka, as the Project Manager for the City. Nick has completed over 100 implementations and has more experience implementing web based software solutions in cities the size of Fort Collins than anyone we know. Clients give Comcate two thumbs up (see the email below): 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(okomcate.com Page 12 8 1 L Tram1-1h g Leral Goruammb' (ottomer latuarltoas [edited for brevity] -----Original Message ----- From: John Gillison Sent: Tuesday, September 20, 2005 7:22 PM To: 'Maggie Healy' Subject: RE: Comcate Customer Request Tracking System My experience with Comcate was in Pomona, which is where I was until just a couple of months ago. I was the project manager to set up the CRM system for the City. We selected Comcate after extensive RFP and review process. And I worked the project all the way through to completion. The system was up and running and had been for a month when I left. So my info is very recent and fairly thorough. 1. We had the unlimited edition. 2. We were very happy with how it handled complaints. It did a great job routing stuff, the customization options were excellent, and the tracking and reporting tools and protocols were first rate. It was a 1000 percent improvement over our old in-house system and CC was very happy with it. 3. The staff intensiveness part is hard to answer. The best I can tell you is that in Pomona we were NOT assigning a full-time person to the system. As DCM I was going to continue to manage it and handle system administration and oversight with computer help from our MIS department. Within each department the existing Admin Asst and Mgmt personnel that received complaints were to continue that role in the system. Each department would handle their own internal follow up. We trained all the Dept. Heads on how to use the system. We gave CC limited access and training so they could birddog stuff too. And my role was to birddog the Dept Heads and keep their feet to the fire so CC didn't find anything to grouse about. I think that system is eminently workable. I guess you could assign a f/t person to it, but I definitely don't think it is required or necessary unless there is a bad, bad problem with follow up. 4. It was a good product; Comcate is a great company. They are heads and shoulders above their competitors in working with you. Don't nickel and dime you to death on every little change or customization. Plus — their specialty is cities. They understand city needs and can make valuable suggestions based on their past experience.funderlined by Comcatel They give you solutions that fit your needs and understand working within a budget. Their on -site trainer was fantastic and everyone, from police to City Council complimented the level of training. I cannot say enough about what a great company they are to work with. Probably the best overall thing I can say is that I thought so highly of the product that I am looking to bring it here to Sierra Madre and I would not do that if it wasn't first rate. Call me if you have any other questions. 626-355-2917 (direct line). J. Gillison 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 daveCa2comcate.com Page 13 COMC!! CAME WWW.CDMCBteM= 7.0 Sample Timeline Including delivery date for the work in terms of calendar days after notification of award and implementation of each phase. Comcate's standard implementation program is flexible. In some cases clients asked us, and we agreed, to go through the process on a fast track basis of 1 month to meet the City's needs. Typically, the implementation process is 2-3 months and includes the following actions and meetings. We have implemented our software in many agencies with a phased approach successfully. The following plan is a high level outline and will be modified to make sure we address the specific needs of the agency. We can complete the implementation and go live with basic eFM shortly after signing the contract. The table below contains a preliminary implementation timeline and milestones: Major Tasks Sub Tasks Estimated days Pre -project Needs - Meet with City to clarify and confirm integration, T-2 days to Assessment customizations, and phases of project agreement Execute Agreement Initial Call and - review implementation process +2 days Identification of Project - identify project team Lead at City - schedule kick-off meeting Kick -Off Meeting - Comcate introduction + 2 weeks - review project scope and timeline - demo application - prepare for needs assessments Needs Assessment - review departmental workflow +2 - 4 weeks - propose departmental implementation - identify integration opportunities Customizations of - provide sample lists used by other cities +4 - 8 weeks topics, faqs, - customize application departments, and - review and mimic city website look and feel graphics GIS data management - review shape files +4 — 6 weeks and address - finalize architecture for implementation (Mason Kong) verification - configure and test address verification - configure and test mapping Data conversion and - review existing data +4 — 7 weeks integrations - specify agreed upon format - prepare data for conversion and perform conversion Systems acceptance - +1 day On -site trainings for - role based training: power submitter, case managers, +7.5 weeks eFM department heads, city manager, council members and administrators Practice cases sent to - send and monitor response rate and provide report to +7.5 weeks + 1 day all users city project lead Soft Launch! - go Live! +8 weeks Public Outreach - provide public outreach program kit with recommended +11 weeks campaign steps, best practicesand sample releases. Follow up training - separate follow up training sessions +12 weeks Project Wrap Up - debriefing with project lead, city manager and other +13 weeks appropriate artici ants 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 14 t��,Rpzw_ N i rmmf—* lmel G-asuaemsCustomer Inserortions 8.0 Training Comcate maintains an in-house team of client service professionals including trainers, account managers and customer support staff. Comcate is prepared to send staff on -site to ensure a successful implementation. Comcate software is well designed and easy to use, and Comcate's trainers are experienced, which allows the City the option to deliver training via the web. The City can elect to on -site or web -based implementation and training. We can discuss the pros and cons of each approach. Training is one of the richest experiences between Comcate and our clients. The information we get from users is invaluable. Our in-house trainers have trained over 1,500 staff in the past year — this is their job and they are continuously learning new ways to make training more fun.and effective. Our client's staff has: a great time creating contests around customer service and response time using our tools! We provide humans to answer questions and provide support during business hours in addition to our on-line help pages. We assign in-house project managers who have extensive experience implementing Constituent Relationship Management Systems applications. For each user role we focus the training to meet specific needs: Role Role Description Training Focus Power Staff that receives the bulk of the How to be very efficient at logging Submitter incoming requests (calls, walk-ins, requests in the application letters), such as staff at the counter How to use the Outlook Module or assistants How to add Notes to cases Case Staff responsible for responding to How to be very efficient at responding to Manager customer requests and for customers resolving cases How to send email, log communication, generate Word letters, add internal notes, tasks and attachments. How to collaborate Department Staff in a management position How to view departmental activity using Heads who typically have a more strategic reports use of the application How to view outstanding cases and staff assi nment. Administrators Typically 2 or 3 administrators per How to add new employees, change City, with higher access rights to settings, generate reports the application Follow-up training sessions are included in the proposal. We have found that these are very valuable and provide staff an opportunity to ask specific questions after they have had a chance to work with the application. Additional Training (in -person or web -based) can be accommodated at the-City's request. Comcate will provide project management services to oversee implementation and integration Comcate, acting as the sole contractor on this project, is prepared to take responsibility for providing extensive project management for the implementation of the Constituent Relationship Management Systems solution and guarantee successful, timely completion of those aspects of the project over which it has control. Our staff is in-house and their livelihood depends on successful implementations. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(a)-comcate.com Page 15 a immlerming lard Geremmmrs' Cmromer lnrewffws 9.0 Investment Proposal The founding philosophy includes a commitment to deliver value through affordable software products and service provided by experienced in-house team members in order to meet the unique needs of cities. Agencies throughout California and the Country have done research and selected Comcate time and again for the value of its products and services. This commitment is reflected in the proposed investment and resources allocated to the Fort Collins project. Comcate recommends the City access the software through Comcate's server, utilizing Comcate's ASP hosted software. If the City so desires, Comcate can allow the application to be located on - site at the City. Comcate recommends the City start with eFeedbackManager (CRMS) to meet the City's current and future needs. This combination of products provides a powerful platform for improving customer service and staff efficiency. To address the City's desire for flexibility we have provided separate pricing for each product. The City may elect to defer implementation of any of the products and modules and start with eFM on a stand-alone basis. The investment is comprised of two primary parts, the One -Time implementation (project management and training) and the Annual License Fee. The City's first year investment is $32,000. The City may pick and choose each option and adjust the price accordingly. Services Included With Your Investment • Use of eFeedbackManager (eFM) by unlimited eFM users. • All configurations allow the City to begin using the applications immediately • Maintenance and support during normal business hours • Customization of system to make eFM seamless with City's website • Web -based embedded help windows • Annual upgrades and enhancements as provided to all Comcate clients Beyond the features of eFM as they currently exist, we are committed to design and manage customized enhancements or integrations that the City prefers during the period of our contract. Upon request, we can provide cost estimates and completion timelines for such services. Implementation Fee (*) Annual License Project Custom Travel Total Licensed Programs Fees M mt Training Forms Costs Costs Citizen (Customer) Relationship 1 Management $12,000 $20,000 $3,000. $35,000 4 GIS Module $3,000 Included $3,000 5 LDAP $2,000 Included $2,000 6 API $2,000 Included $2,000 7 Incentive Discount $10 000 $10,000 H1 Total $19,000 $10,000 $3,000 $32,000 (*) Travel is estimated. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 daveCcDcomcate.com Page 16 COMCA=FE WWW:®nuamimm We charge an hourly rate of $125/ hour for Project Managers and Trainers. Senior Developer rates are slightly higher at $130 per hour and junior developer's rates are $90 per hour. We can provide an additional proposal to implement Comcate's Citizen Mobile Application. Payment Schedule The vendor shall provide a proposed schedule for payment for both the software and professional services (e.g., percentage of payment after specific deliverables and milestones of the project). The payment schedule is subject to acceptance by Fort Collins. Payment Schedule 30% upon signing 30% upon delivery for review 20% upon test acceptance 10% upon completion of basic training 10% upon completion of advanced training and providing public outreach campaign *separate payment schedule and scope of work will be agreed upon for optional items 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 17 9 rmufomiq lord Goeem rs' Cvs1c=r Ictercal i 10.0 Attachments Additional Comcate Information Systems Integrations and Interface Development Integration with Departmental Applications through API Web Services Introduction Connecting Comcate to an existing departmental application is a common and frequently performed task. We have extensive experience working with clients to transfer data between applications and querying existing application`for relevant information. We offer a deep integration with ESRI GIS software. We utilize API Web service to facilitate the transfer. Comcate's AN allows programmatic access to most features and data available via Comcate's browser -based user interface. You can use Comcate's API to perform Methods (e.g. query, create, update, and delete operations) on Comcate data via the Comcate Objects. Objects are programmatic representations of your organization's data. Object Properties represent fields in those objects, and client applications set or retrieve data values via these properties. For example, customers are represented by a Customer Object, and a Customer Object has fields that represent the customer name, phone number, email address, and so on. The API is based on XML. Security Before invoking any other Methods, a client application must first invoke the LOGIN call to establish a session with the login server (sessionlD is attributed), and set the returned server URL as the target server for subsequent API requests. GIS Module Why Address Verification and Geographic Data Management? Staff will view and manage thousands of addresses while managing customer requests. It is important to: - ensure consistency of the addresses and quality of the data - capture as much information as possible about these addresses (APN, neighborhood, etc.) - provide visual reports on the activity throughout the City. Address Verification Addresses entered in the application (by citizens or staff) are verified against a list of valid addresses in the City, to ensure quality of the data and consistency of the addresses. Address Verification also allows for matching address to Assessor Parcel Number (APN) and other relevant address information, such as Council District, Zoning or Neighborhoods. This increases staff efficiency by automatically capturing information that staff would have to find manually otherwise. Address Verification assigns code enforcement cases to census track and block groups, and automatically determined CDBG eligibility. Geographic Data Management During Address Verification, the addresses are geocoded, allowing for generation of maps with display of cases. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave0comcate.com Page 18 r16= iramlermiog Lacl Garerrmrenn' Cortomer Imerortlans u.a =uo_pov,so- < +tares J 14-4.1 0 t u ry qua-ta wa�—c�utn; kalz�rN t?5�i,o <s'nAV1t _ w.wv.+m..: � n w� a „J� svH�LLra lrmi:�1.7 [Sww � ❑ t=.�-1�� Council Requests Management and Communication Why Council Requests Management and Communication capacity? Through focus groups and meetings with dozens of cities, Comcate has developed and introduced a unique feature for public agencies that allows them to track requests from the Council and communicate more effectively with the Council. While many request tracking applications for cities allow citizen request tracking, only Comcate provides this unique feature, invaluable for City Managers throughout the country who want to closely manage their council requests. Council Requests Management We've made it very easy for staff to track requests coming from the Council by using the same interface as that for submission on benan of - 1. SelecNEither External or fntemal Customer For extemar'customers; select'an existing -amount —create now one "Ex6" Cuetome i4ticen oroutside contact) infernal Cueton—r ;ta4—elected official)„ r Named customer Me Noner Recent., --Select o---,g O.ArlOnyrro- us- ,rBill' Mister; ian: Jarnes Brown Act Engine for Council Communication Designated users in the application have the ability to email- updates on cases to the Council. Comcate's proprietary Brown Act Engine ensures that staff will not send this email in violation of the Brown Act by ensuring that: •. Email can be sent to only one Council member, or to the whole Council, but not three or four Council members for example (this is customizable by the City). • Council members are BCC'di meaning that they cannot° use: the -"Reply All button and engage; in private conversations. •. There is an audit trail of the emails sent Case Snapshot Sometimes staff will want to send a snapshot of the case to avoid having to re -type all the case history in email. Email Snapshot saves time, ensuring quality information is passed on to the Council. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave@comcate.com Page 19 101U17 Iromiarmfag lad Gereramenn' Cartonrer laterxttoat 2.0 Cover Letter City of Fort Collins 215 North Mason Street, 2"d Floor Fort Collins, CO 80524 Dear Review Committee, We have spent time carefully reviewing your Request for Proposal. We have designed our response to this RFP to address the six evaluation categories identified in the RFP. Our goal is that after you've reviewed our response, you will provide us with the maximum five points possible in each of the six evaluation criteria. Scope of Proposal Comcate's proposed solution addresses the stated scope of proposal. We have articulated a thorough understanding of the project objectives and a clear description of the methodology we are proposing for this implementation. Comcate has completed more successful Constituent Relationship Management software implementations than any other vendor of which we are aware. Assigned Personnel We have assigned dedicated Comcate implementation and training employees who are experts at implementations like yours. They will contribute the richness of their experience in CRM implementations, workflow and best practices and an unparalleled commitment to your success. Availability We have committed more than sufficient dedicated resources to attend and run all necessary meetings and training sessions to complete your implementation well within the specified time period. Comcate's implementations typically require on average 30 to 60 days so there is no risk of not meeting the City's specified schedule. Motivation and Firm Capacity Our history as the leading Constituent Relationship Management System provider to public agencies provides a track record of accomplishment that is unmatched. In the past twelve months alone, the Comcate team has completed more Constituent Relationship Management Systems and enforcement implementations, including staff training, and more than any other company as far as we know. In the past twelve months, Comcate has: • Trained over 1,500 public agency staff members • Held over 150 training sessions • Managed 45 implementations across the Country Comcate is thoroughly committed to providing intuitive software to improve the efficiency and customer service of public agencies. We are entirely motivated to provide you with a fully successful implementation and our numerous client references, our entire client base, will testify to our dedication and motivation to meet your needs. Cost and Work Hours Comcate is well known to be the most affordable and easiest to use web CRM software for public agencies. We have designed our response to the investment portion of the City's RFP to be the most aggressive that you will receive. We also commit to providing the easiest and smoothest implementation of all responding vendors, with no post -implementation costs for products and services in this proposal beyond the annual license fee. The promise not to nickel and dime our clients post implementation, and the reputation for being by far the easiest and most intuitive CRM software available for public agencies is very serious and worthy of your serious consideration. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 2 f.rej hmsformlay Loral Weemveats' Customer letervrrlms Templates Why Templates? Comcate is dedicated to helping cities increase staff efficiency and improve customer service. Many departments / users receive the same questions from different customers, and need an efficient way to respond quickly and easily, while still providing great customer service. Templates can help create concise, precise and useful answers every time. Benefits of Templates: - Efficiency: It takes seconds to create a template that can be used as often as needed. Templates include Merge Fields that automatically include customer information such as name or email, as well as case information (such as case number or topic) and staff information (such as name and phone number). - Consistency: The City can design templates for staff in the same language used to respond to commonly asked questions, ensuring a quality response and thorough, but consistent, communication. l'! 9Compose Email i _Toi Margbr cc _SubJ�R+� I I � Atta�mrrntll I i Select Tetnplste rFele..:� Personal Templates ice. Personal7ern sates i Pothole: a;ditizen reporting ;a A enc -wide Templates � :Pothole: final response Use when notifying 'completa customer of pothole repair i- Sheet Sweaping Schedule Mail Merge Templates The Comcate application has been designed to accommodate different types of mail merge templates, including letters to citizens, USPS green cards for Certified Mail in Code Enforcement, etc. A tight integration with Microsoft Word allows case information and customer contact information to be merged with a Word template, saving time and ensuring a professional response. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(aDcomcate.com Page 20 COUCATE wwwxDmcate com Reports Samples How Requests are Submitted - All Departments 01/01/2005 - 12/31/2005 Submitted by external users Itizens oMlne) 35% Submitted by Internal user! (phone, walk41 letters) 65% Open vs. Closed Cases by Month - All Departments 05/01-2005 - 04/30/2006 500 450 400 350' 300 250 l il g4 7 t. k i 200 150 t a;-.:. U.: ple 50 0 May-05 JunF0 JUI-05 Aug-05 Sep-05 Oct-05 Nov05 Dec-05 Ja+06 Feb-00 Mar-06 Open vs. Closed Cases by Department 01/01/2005- 1213112005 500 450 400 350 .` 300 250 200 s41, 150 — 100 k 050 F �� Oise /00 ° w` ate w� COP G� 800 700 600 500 400 300 200 100 0 400 350 300 250 200 150 100 50 0 Response Time Distribution -All Deparments 01/01/2005-12/31/2005 0-1 week 1-2 weeks 23 weeks 34 weeks 5+ weeks Resolve Time Distribution -All Deparments 01/01/2005-12/31/2005 0-1 week 1-2 weeks 23 weeks 34 weeks 5+ weeks Council Requests - All Departments 01/01/2005-12/31/2005 ChrlW WNW, t J. Bill BA.. a..—.. Neil awnwk 53 For an additional annual fee, Comcate can provide direct access to the database to allow the City to query the database, using standard SQL statements (SELECT queries only). The ERD (Entity Relationships Diagram) can also be provided, but due to the proprietary nature of this information, we would need to amend the agreement and include specific language. Because the user interface is so easy to use and versatile, no City has yet asked for this direct access to the database. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(DD-comcate.com Page 21 O Number of ca IH Number of ca 9 rmmfwmicg 10 1 Goren Mrs' cromer Iatemat"f Microsoft Integration Why Microsoft Integration? Microsoft products are used by staff every day, including Excel and Word, and it is critical to provide an environment in which these products can still be used while tracking and managing citizen requests. Our tightly integrated Microsoft solutions allow staff to work more efficiently in the critical applications that they use most. Excel Integration Reports can be exported to Excel at a click of a button. Once in Excel, users may organize data as they wish, generating representations of date in this popular spreadsheet format. Word Integration Case Detail Report Lin Office Transfer Letters Reports ram, Create Cases Report Criteria .PUbIiC WOfICs "., c9 —J L=-M Depamnts;! TpplcI streets subtoo�c�� .All OM AFE I Type of Cu tom.n1 All SGWsi i Open Date 'aeva ,Between OL/01/2006 III And OS/31/2006, I® Report sNie:( a xls EJ html 'Reeoc Users can generate letters in Microsoft Word at a click of a button. Tasks and Reminders Why Tasks and Reminders? Staff juggles many activities at a given time, and it is important to provide them with the tools to stay on top of all these activities and generate their own reminders and follow-up alerts. There are many ways to make sure that things do not fall through the cracks: - Automatic Email Notification: A staff member is notified when a request is routed to that person or when that person is asked to collaborate on a case. - Escalation: Automatic email notification is sent to another staff person when a case has not been responded to after a certain period of time. - Tasks: Create a reminder with a due date and priority level and assign it to anyone, including you. - Red Flags: Email is sent automatically when specific criteria are met (e.g. more than 10 requests have been submitted about the same topic in less than a week) - Automatic Email Notification on Resolution: Department Heads can be notified automatically when a specific case is closed out. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 davetacorncate.com Page 22 COM-CA-TE www.mmcatamm Wireless Field Access Why Wireless Field Access? In many departments (e.g. public works, code enforcement, building and safety) staff spend a considerable amount of time in the field. Transporting relevant information regarding customer requests can be a challenge, and trips to City Hall use valuable time. Being able to access the Comcate application wirelessly in the field saves time and money, empowering staff by giving them access to live information. Accessing Comcate's application in the field Because it is web -based, the Comcate application can be accessed from anywhere with an available Internet connection. Many of our clients are now using the application in the field on regular laptops equipped with data cards from Verizon, Cingular or Sprint PCS. Cities can also utilize city-wide wifi network, if available. In code enforcement for example, the wireless field access is a great way to empower officers for effectiveness and save city resources. Most clients who access the application in the field are using regular or sometimes ruggedized laptops. Clients have used PDAs (Personal Digital Assistants) to access the application in the field, but without a custom interface it is a sub -optimal use of the application. We could provide a quote for optimizing such a custom interface at the City's request. GIS Module Why Address Verification and Geographic Data Management? Staff will view and manage thousands of addresses while managing customer requests. It is important to: - ensure consistency of the addresses and quality of the data - capture as much information as possible about these addresses (APN, neighborhood, etc.) - provide visual reports on the activity throughout the City. Address Verification Addresses entered in the application (by citizens or staff) are verified against a list of valid addresses in the City, to ensure quality of the data and consistency of the addresses. Address Verification also allows for matching address to Assessor Parcel Number (APN) and other relevant address information, such as Council District, Zoning or Neighborhoods. This increases staff efficiency by automatically capturing information that staff would have to find manually otherwise. Address Verification assigns Code Enforcement cases to census track and block groups, and automatically determined CDBG eligibility. Geographic Data Management During Address Verification, the addresses are geocoded, allowing for generation of maps with display of cases. v o }� dfi j _ 1 _ • 'yy"'� 3' 4" WaMr w w � 0 Nov? S9ar[N I5390 1936 SAN gNTON10 pamonb • CA i 9O6] ,15iy1 396Q CADILLACO pgmpne�� 91]6] 15478 933 W 4TN St pamon3 CA 41766 1835E 2N0 St pnMt CA 91166 35S07 615 TEXAS St Pomona CA 91768 155]] 1N0 S SIGNAI Ap9 A C4 9I166 15584 513 E U VE ♦ pbmbna CA 91]6] 1559� 2_I1023W 6TNSt pbmbn C491]66 15593 1178 ASNEIE Ar4 pom CA.91]6]' ';15641 306+E lA VEPllE Avg po_mona CA 9t?61 I5689 1251 IOWNES PI po m CA.91766 Q � � 0 o a (i 5 � � � V 151q 359 GLEN Ave Pomona CA 91]66 15812 242 E LA. V'P A Pomona CA 91767 DIzp16y on mep: OPo/✓ El El2anmq N^+t• 15933 122E A1150 St p..q. CA 91]6) 11111' 1611 N GA -I n p9mon6 CA 91]61 r-1Z0] SAN FPAIKISCO Ara ppmpni CA 1619116] 162W 4n E OUVE St otmwna CA 91766' 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave0comcate.com Page 23 #11q1 haasiormlag taro/Gorerammn' (usromar laremr!(oas Integration Opportunities Integration with Departmental Applications through API Web Services Connecting Comcate to an existing departmental application is a common and frequently performed task. Comcate's API allows programmatic access to most features and data available via Comcate's browser -based user interface. You can use Comcate's API to perform Methods (e.g. query, create, update, and delete operations) on Comcate data via the Comcate Objects. Objects are programmatic representations of your organization's'data. Object Properties represent fields in those objects, and client applications set or retrieve data values via these properties. For example, customers are represented by a Customer Object, and a Customer Object has fields populated by customer name, phone number, email address, and so on. The API is based on XML. Before invoking any other Methods, a client application must first invoke the LOGIN call to establish a session with the login server (sessionlD is attributed), and set the returned server URL as the target server for subsequent API requests. IVR integration Basic integration assumes that the customer uses the eFM web site to create a new case, such as reporting a pot hole or burnt out street light. The customer logs into the eFM web -based application to create a case in the usual manner. When the case is created, the user is given a case ID number and a PIN number for phone authentication. To check the status of the case the customer can use the eFM web site or call the city phone number that is linked to the IVR system. Using standard voice prompts the citizen is directed to enter their case number and PIN authentication code. This two-step process will prevent casual users from checking random cases by guessing valid case IDs. When a customer calls to check a case's status the IVR application performs a real-time Web Services query to the eFM server, passing the case ID and PIN code. The status of the case will be passed back to the IVR server in text format. This text will then be converted to a voice response by the IVR application. While checking an online case provides value to local citizens, it does not allow full utilization of the eFM case - management system for those who do not have Internet access. Advanced integration of Comcate eFM and the IVR Systems allows citizens to create a new case via telephone, while city employees manage and track the case using the common eFM web application interface. The integration works as follows: • A citizen calls the IVR enabled phone number and uses the standard voice prompts to create a new case and select the appropriate category and sub -category. The citizen is prompted to enter his or her phone number digitally and asked to leave a voice description of the case. • During this activity, the IVR server communicates using Web Services with the eFM server to create a new case skeleton. The case is assigned a case ID, PIN code, citizen phone number and category/subcategory. The citizen's message is stored in a digital format as part of the case record on the eFM server. Based on the category/subcategory, the appropriate city employee is notified via email that there is a new phone - generated case to review. The email includes a URL link that takes the employee to the case management page on the eFM site. The city employee listens to the voice message using computer speakers by clicking a link on the web page. The employee then types in information as necessary and routes the case just like any other eFM case file. At any time, the citizen may use the IVR system to check the case status as described in the Basic Integration section. As an alternative, the citizen may also go to the eFM web site and enter the case ID and PIN code to check the case status online. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 24 lmsk .iq lend Geremm W cw..r, Ictarartiml Our recommendation is for the City to implement the following proven software applications: • eFM Enterprise Edition — Comcate's nationally recognized Constituent Relationship Management System application • GIS Module which, provides full integration with the City's ESRI software • API Web Services Toolkit • Citizen Mobile Access Module The following services are included in the proposal. • Project Management • On -site training • Detailed business process review • Full time customer support • Future upgrades of the application By carefully working with clients to meet their specific needs Comcate has become the leading provider of Constituent Relationship Management, System software to cities and counties throughout the country. Comcate is offering accessible and intuitive software. customized to meet the City's specific needs, experienced project management and on -site training for less cost than other vendor options Fort Collins fits the profile of a model client for Comcate — a city with sophisticated and innovative leadership that values customer service and is committed to technology as an aid in serving the public. We have over 250 agreements signed with cities such as Beverly Hills, Fairfield and Cupertino, CA. Henderson, NV; Arkansas City, KS; and Wichita Falls, TX; and the County of San Mateo, CA are also among our many satisfied Comcate CRM clients. We have successfully implemented Constituent Relationship Management System software in more cities than any other firm. At the City of Fort Collins, we propose implementing proven technology to provide a platform for the City on which to build for the future. Comcate proposes implementing the following products to meet the City's immediate and future requirements: eFeedback Manager (eFM) (CRM Application) and optional modules that the City may select, including GIS Module (GIS, address verification, and GIS data management) and Web Services for integrations with other applications. Our Citizen Mobile Access Module increases. city responsiveness and engagement and lets citizens point, click and submit real-time information to City Staff and Elected Officials. We are very familiar with the City of Fort Collins. We understand that there are three distinct communities within the City that include CSU, Old Town, and South Fort Collins and that each community may have their own set of customer concerns. Citizen requests and comments relating to areas of interest such as the New Belgium Tour de Fat, 4th of July at City Park, New West Fest, or the activities at Edora Park can all be logged and tracked using the Comcate software. The City can use Comcate to communicate proactively with citizens who have shown an interest in these events or issues of interest to the community. Our proposal provides the foundation for tracking citizen activity, communicating pro -actively with groups of citizens through- Comcate's send -mail functionality and accepting all citizen requests via web, phone, or in person visit. Clients have expressed great satisfaction with the following features in our solution: •: Council communication (tracking, reporting, proprietary Brown Act Engine) • Outbound citizen communication tools • Integration with Microsoft products, including Outlook, Word and Excel •: Email templates •. Easy to use customer and staff interface 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-2494904 dave(akomcate.com Page 3 COM-C.! TE www.mmcatemm • Integration with departmental applications • Web -based customer self service FAQ knowledge base • Robust standard and customizable reporting functionality • Automated workflow with task assignment, management and escalation emails • True GIS integration `Implementation of Comcate's products was easier and faster than I could ever have Imagined." Pete Guisasola, Building Official, City of Rocklin Our product designers have over 100 combined years of local government experience. The Comcate executive team is comprised of former public city managers, technologists, venture capitalists, and veteran local government managers. Our corporate headquarters are located in San Francisco and our servers, hardware, and back-up Systems are monitored on 24-hour basis by our Chief Technology Officer. For each client, our promise is the same: we will prove our value to you in every meeting, email message, phone call, letter, every day. We're a friendly, dedicated group with a sense of humor and we welcome new members to our family. Drawing energy from our unique roots, we form close, personal relationships with our clients. We are an innovative technology company celebrating our past, dominating the present, and moving into the future. Local governments need to prepare for their future needs. Our goal is to empower the local government -to -citizen communication link by developing affordable and intuitive technology solutions. We hope to be given the chance to do that for Fort Collins and, through such efforts, to establish a long-term relationship with the City. Implementing eFM and GIS should only be the beginning. In conclusion, working with a market leader means resources, success, reliability, and continuity. We are prepared to devote all necessary resources to the City so that the Constituent Relationship Management Systems objectives of the City are realized. We join the City in challenging the boundaries of technology to fully achieve the City's goals of improved customer service, citizen visibility, and efficiency. We look forward to answering any additional questions, performing any additional demonstrations, or otherwise facilitating this process. After all, we've done this many times before. Thank you for your time and for considering Comcate as the City's partner in this effort. Very truly yours, David W. Richmond President Comcate, Inc. 41 Sutter Street, Suite 1848 San Francisco, CA 94104 415-249-4904 dave@comcate.com 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 4 We Gvasforming Lmol Goresumen4' Custourcr lohmrtfons 3.0 Table of Contents 1.0 Proposal Title, Number, Closing Date 2.0 Cover Letter 3.OTable of Contents 4.0 Client References 5.0 Response to RFP Requirements Page 1 Page 2 Page 5 Page 6 Page 7 6.0 Approach to Providing Constituent Relationship Management Systems Page 11 7.0 Timeline Page 14 8.0 Training Page 15 9.0 Investment Page 16 10.0 Attachments Page 18 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(o)-comcate.com Page 5 COMC?MW VAM:Wm 4.0 Client References The City of Fort Collins fits the profile of a model client for Comcate — a city with sophisticated and innovative leadership that values customer service and is committed to technology as an aid in serving the public. We are established as the leading CRM provider in California. To date, Comcate has signed more than any other CRM provider agreements with public agencies throughout the Country — to the best of our knowledge. Fort Collins fits the profile of a model client for Comcate — a city with sophisticated and innovative leadership that values customer service and is committed to technology as an aid in serving the public. We have over 250 agreements signed with cities such as Beverly Hills, Thousand Oaks, Fairfield and Cupertino, CA. Henderson, NV; Arkansas City, KS; and Wichita Falls, TX; and the County of San Mateo, CA are also among our many satisfied Comcate Constituent Relationship Management clients. City of Henderson, NV 232,146 City-wide 2/12/2008 Addah Mortiz-Smith, 702-267-2009, implementation Neighborhood Services Manager includes eFM, 1 addah.moritz- CEM, WOM, smithCaD-citvofhenderson.com GIS, rental insnprfinn 2 City of Thousand Oaks, CA 124,359 Implementation 6/1/2007 Andrew Powers, Public Information includes eFM Officer, (805) 449-2148, apowersi.Q7.toaks.orq 3 City of Wasco, CA 37,564 Implementation 2008 Dan Allen, Assistant City Manager, includes eFM, 661-758-7223, CEM, WOM, daallenOci.wasco.ca.us Animal Control Additional References on Request Include Clients that we integrated with enterprise work order solutions including Beverly Hills/Hansen. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(okomcate.com Page 6 COMCf-E www.mmcatMX= 5.0 Response to Specific Requirements in Request for Proposal: Provide the Successful Implementation of an Easy to Use, Integrated Constituent Relationship Management System for the City of Fort Collins. To meet the City's specific needs we propose implementing the following Comcate software: 1. eFeedbackManager (eFM) Enterprise Edition - eFeedbackManager (eFM) is a customer service software tool which provides comprehensive tracking, routing and analysis of customer communications (email, postal mail, phone, walk-ins) for use by all of the City's departments. eFM provides web -input for customers via the City's website. Internally, employees log phone calls and the like. More California cities use eFM than any other system to the best of our knowledge. 2. GIS Module — The GIS module provides address verification, association of property attributes (neighborhoods, CE beats, others) with cases, viewing of activity on maps, and allows the tabular reports of activity by neighborhood. We utilize the City's existing ESRI GIS software and data to allow the City to optimize its GIS investment. 3. API Web Service Module - Integrate with applications such as HTE Utility Billing, Code Enforcement and MaintStar among others. The API -Web Services module provides a tool kit that allows for unlimited integrations and sharing of data between eFM and the City's software. 4. Citizen Mobile Access Module — Comcate's Citizen Mobile Access Module keeps staff and Elected Officials informed on the issues of importance to the community with up to date information submitted by citizens from their Phones. Citizens can point, click and submit and submit photos and notes, then check on the status of their request from their Phones. A few benefits highlighted by clients who have implemented Comcate'sl Constituent Request Management System include: The establishment and monitoring of city-wide response metrics for responding to citizen requests. We provide the best practices of other agency clients and work with the City to establish their own response standards. The City can then track the results and identify breakdowns or areas for improvement. Better Data, Better Decisions. Extensive tracking and reporting of response activity provides information which helps staff better understand how resources are being utilized. By having this data, the City can make constant improvements to its processes and track the results. eFM has been described as an essential tool for organizations that desire to become a learning organization. Ease of Use for Citizens and Staff. Comcate employs a one -click philosophy and elicits user feedback to constantly make the application easier to use. This means that some enhancements that users make we elect not to do because it will add too much complexity. We literally count the number of steps to complete an action and work to minimize those steps. In addition, we ask for user feedback and incorporate that feedback into our application. Comcate has been recognized by users (citizens and staff) for its intuitive and easy to use design. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-2494904 dave(cDcomcate.com Page 7 8 (rearlormfrrg lad Geretrwmts' Custar�er Ictcrtutfeos City of Fort Collins CRM Goals Comcate eFeedback Manager meets the City of Fort Collins Constituent (Customer) Relationship Management system Goals Including: Makes it possible to resolve customer service issues Yes Comcate eFeedback Manager helps staff quickly and efficiently through predefined work flows, ad resolve issues more quickly and efficiently with hoc work flows, use of Frequently Asked Questions, and auto assignment and auto escalation based on the ability to access follow up responses workflow, FAQs and auto response emails. Enables Citizens to answer many questions through self Yes eFM FAQs greatly reduce the number of service I incoming citizen requests. Enables City staff to provide consistent, updated and Yes Staff saves time managing cases and lets them accurate information in response to Citizen requests I provide up to date information on cases from received via the web, phone and in person. web, phone and in person visit sources. Provides an accessible, intuitive entry point to local Yes I eFM's ease of use and intuitive design is well government known and promoted by clients. Is friendly to all users Yes Citizens and staff using eFM have an enjoyable and satisfying user experience as stated in testimonials. Provides a good web presence usability functionality Yes Comcate's web interface integrates with the City's website look and feel and provides rich functionality to users. Makes staff as efficient as possible by avoiding, Yes Case histories, activities with staff member eliminating or reducing re -work owners, notes, attachments and communications are stored with cases so all users share a single viewpoint. Aggregates as many issues/complaint types as possible Yes Issue and complaint types are determined by the City and unlimited in number. Tracks issues and complaints based on assigned priorities Yes Case priority is determined by the City. Makes it possible to aggregate data and provide reports Yes eFM aggregates data and provides reports (City uses Crystal Enterprise Reporting) which can be viewed in html and excel at a click of a button. Contains robust reporting functionality 70 reports including standard and custom reporting, scheduled reports are in the EYesOver Comcate s stem. Provides standard reports as well as the ability to do ad eFM provides standard and custom ad hoc hoc reporting reports on demand or scheduled. Provides a pre -defined routing work flow as well as the Yes Workflow, case ownership rules, escalation ability to implement ad hoc work flows, based on rules and reporting is determined by City based organizational need on needs. Integrates with the technology solutions currently in use by Yes eFM can be integrated with all technology the City of Fort Collins currently used by City. I Will be in place by end of year, 2010 Yes Typical implementation is 30-90 days. Comcate eFeedback Manager increases staff efficiency and customer service by helping staff manage citizen requests and communications faster and more easily and provides 24x7 citizen access to information. eFM reduces the overall number of citizen requests with easy to use online FAQs that are kept updated by department owners and that empower citizens to answer most of their own questions. Those requests that are made via the web, phone, in -person visits and any other source can be entered into and managed through the Comcate software. Cases are auto -assigned to owners based on the City's assignment criteria. Auto assignment, reminder and escalation emails help staff manage cases. Citizens and 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 8 CoIVI ATE www=Mcatex= staff can check on the up to date status of a request at any time and tasks may be prioritized internally based on pre -determined criteria. Advanced reporting functionality enables standard or custom reports to be generated automatically and sent to appropriate staff members or on demand based upon ad hoc criteria. These reports integrate with Crystal Reports and may be exported in Excel for use in presentations or outside the Comcate system. Benchmarking reports highlight workflow issues so resources can be realigned for best practice workflow. Comcate eFeedback Manager is intuitive and very easy to use by both staff and citizens. It integrates with all Fort Collins technology listed in the RFP and implementation is often within 30-60 days. Comcate eFeedback Manager meets the City of Fort Collins Top Tier CRM Requirements: Maximum budget available for this project is $60,000 Yes Comcate's proposal for this project is well within the City's budget. Good integration with the look and feel of Fcgov.com Yes eFM integrates with City's website and has same look and feel. Easy to use content management tools to enable subject Yes FAQs are easily maintained and kept up to date matter experts to create and maintain the self-service by department owners without IT assistance. FAQ knowledge base content without direct assistance from IT staff. Efficient and easy to configure request process workflow Yes Workflow and routing adjustments can be made I and routing capabilities. adjusted based on City's rules. An application design and associated request workflow Yes Cases are automatically routed to specific staff and routing tools that minimize the amount of manual based: on the City's assignment rules so that staff evaluation of request content required to route and minimal staff time is spent re-routing or to assign requests to appropriate subject matter experts researching cases and required responses. forspecific staff for follow up. A system that leverages and extends applications, Yes Comcate eFeedback Manager is designed to systems, and capabilities the City of Fort Collins already work with and extend the City's capabilities and. has in place. I policies, improving efficiency and effectiveness. Ability for citizens to submit requests on-line without first Yes Citizens are able to submit cases without opening an account. I opening a user account. Ability for citizens to access their request status and Yes Citizens are able to access and check their history online. Includes the ability to track history and 1. request status. status for multiple requests. Ability to generate management reports and performance Yes Performance reports may be generated based metrics. on.management's desired, criteria. A licensing structure that enables a large number of staff Yes FAQs may be maintained by the appropriate to participate in FAQ maintenance and request departments and staff members according the processing workflows Cit '&wotitftow,rules. Ability to be "scaled up" to support the CRM functionality Yes Many Comcate clients decide to add for multiple local government agencies. 1. departments after initial implementation. Interest is to provide citizens with one access point to Yes eFM provides a single point of access and 24x7 local government information and resources. access to City Hall for citizens. Consulting support during implementation and training for Yes Support. and training_"to meet the City's needs is key staff included in this res onse to the proposal. Comcate eFM for the number of users and the integrations required by Fort Collins is well within the budget allotted for this project. It will extend the applications, systems and capabilities of the City and reduce staff time spent managing requests with auto assignment, routing, process workflow and citizen self-service FAQ capabilities. Benchmarking and case closure reports will improve customer service and citizen satisfaction will improve with single point of contact, 24x7 access to City Hall and updated case status. 41 Sutter Street, Suite 1848, San Francisco, CA 94104 415-249-4904 dave(cDcomcate.com Page 9