REPORT TO THE CITY COUNCIL
FROM: BRYON HORN, Chief Information Officer
Information Services Department
BY: SARAH BEYE, Division Manager
Information Services Department
SUBJECT
Title
Actions pertaining to the implementation of customer relationship management software for Council Offices:
1. Affirm City Manager's determination that Incapsulate, LLC is uniquely qualified.
2. Award a contract to Incapsulate, LLC for the Customer Relationship Management implementation for Council Offices in the amount of $154,638.50.
3. ***RESOLUTION - Adopting the 5th Amendment to the Annual Appropriation Resolution (AAR) No. 2023-185 to appropriate $154,700.00 for implementation of customer relationship management software for Council Offices (Requires 5 Affirmative Votes) (Subject to Mayor's Veto)
Body
RECOMMENDATION
Staff recommends the City Council affirm the uniquely qualified designation for Incapsulate, LLC (Incapsulate), award a contract in the amount of $154,638.50 to Incapsulate for implementation and hosting of customer relationship management (CRM) software for Council Offices, adopt the 5th Amendment to the Annual Appropriation Resolution approving the appropriation of unallocated carryover resources, and authorize the City Manager or designee to execute the contract. This CRM system will be specific to Council Offices to suit their needs for a product to manage constituent communications and will integrate with the City's FresGO CRM. Licensing fees are covered under the City's CRM software purchase and is budgeted in ISD's FY24 budget.
EXECUTIVE SUMMARY
On June 8, 2023, Council approved the replacement of the City's CRM software which the City's FresGO program is built on. Incapsulate was selected as the preferred solution from RFP (Bid File 12300269). Incapsulate also conducted two demonstrations of their Salesforce constituent customer relationship management solution for Council staff. This system would seamlessly integrate with the new CRM s...
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