HomeMy WebLinkAbout05/02/2017 Citizenserve Software Solution5/11/2017 BoardDocs® Pro
IN
Agenda Item Details
Meeting
May 02, 2017 - REGULAR MEETING OF THE MOUNT PROSPECT VILLAGE BOARD - 7:00 p.m.
Category
13. VILLAGE MANAGER'S REPORT
Subject
13.1 Accept proposal from Citizenserve to provide Community Development software solution in
an amount not to exceed $132,500.
Access
Public
Type
Action
Preferred Date
May 02, 2017
Absolute Date
May 02, 2017
Fiscal Impact
Yes
Dollar Amount
132,500.00
Budgeted
No
Budget Source
Community Investment Fund (budget amendment required)
Recommended
Accept the proposal from Citizenserve to provide a software solution for the Community
Action
Development Department in the amount not to exceed $132,500.
Public Content
Information
The Community Development Department seeks approval from the Village Board to accept a proposal from Citizenserve to
provide a software solution for the Community Development Department. Citizenserve would address the Village
Strategic Plan's goal to provide exceptional service and provide village services that are responsive to resident and
business needs. The software would provide an online portal for public use, allow for shortened processing/response times,
and eliminate unnecessary or redundant steps in the development review process. Citizenserve would replace the
existing New World community development applications.
Backarou nd
In 2010, the Village purchased an enterprise resource planning (ERP) software program from New World Systems that
included financial management, human resources (HR), community development and utility management modules. The
Village selected the New World software primarily because of its high performing financial management and HR modules
and New World's stated commitment to make needed upgrades to the community development modules in the coming
years. While the Village has been satisfied with the performance of the other modules, the community development
module has never been upgraded by New World and continues to limit the Community Development Department's efforts
to improve its process flow and customer service initiatives.
Since its implementation in late 2011, staff has found New World's community development modules to be inefficient
and not meeting the needs of the department or the public. Consistent feedback from staff users of the software and
from community stakeholders involved in the development process indicate the current software is not user or customer
friendly for many reasons:
New World does not provide an adaptable, practical, secure online portal for public use. The Village did
not implement the New World online portal for community development after determining that it was not user
friendly and would not provide a secure line of communication. Consequently, the public must visit Village Hall to
submit hard copies of applications and plans, or submit via mail; the process continues as submittals are routed
internally for review. There is no method to follow up on the status of the permit online; instead, our
customers must email, phone, or stop by Village Hall, which may be inconvenient for them.
Navigation within the CD module of New World is cumbersome for users; data input is required in
numerous windows for simple tasks, such as entering a code violation complaint. Village staff frequently toggles
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between multiple screens to retrieve and/or enter all required information to complete a process. This results in
inefficient use of staff time. For example, a minimum of thirteen (13) different clicks in numerous windows is
required for staff to enter a service case (such as a code violation complaint). Screenshots of this process are
attached for reference.
Reporting functionality is limited and can be inaccurate and/or inconsistent. It is very common for New World to
provide different results when staff runs the same report.
Tables/forms and mail merge templates are difficult to manage; these are key functions which facilitate the
processing of renewals of various licenses. Staff must create new mail merge templates each year and once
they have been used, they cannot be deleted. The system holds numerous outdated tables/forms and mail merge
templates dating back to 2012, making it difficult for the user to know which to select. For example, there are
nineteen (19) mail merge templates for license renewals. Attached is a list of the license renewal templates found
in New World for reference.
There is a long history of outstanding help service cases, in which Village staff has requested action from New
World to address various software issues. Many help service cases were opened beyond one year or have never
been addressed by New World; their support is generally unresponsive. Recent communication from New World
indicates the Village's software version is obsolete and must be upgraded in order to address outstanding issues.
In late 2015, the Village learned the New World software had been acquired by Tyler Technologies. Subsequently in
2016, Tyler informed the Village that previously planned milestones for product enhancements were no longer going to
take place and that the Village needed to perform a mandatory upgrade by year end of 2017. Given the lack of
functionality of the software and the lack of support that New World has provided for the Community Development
Department, investing further into this software does not seem prudent.
Discussion
The Community Development Department believes it is in the best interest of the Village to pursue an alternative
software solution for the reasons stated above and to meet the Strategic Plan's goal to provide exceptional service and
provide services that are responsive to resident and business needs. In addition, staff doesn't believe it makes sense to
invest further in an inefficient software program that does not meet our internal and customer requirements.
Therefore, the department reached out to alternative community development software vendors for demonstrations and
pricing information. The table below details the pricing information for the first year and each year thereafter for four
alternative software systems:
Software System
1st Year Cost
Annual Fee
Citizenserve
$132,500
$49,500
EnerGov (Tyler)
.BasicGov..................................................................................................................
$158,770
$81,770
$554,665
$94,665
Infor (Hansen)
$669,000
$55,000
After hosting demonstrations for each of the software systems listed above, Community Development identified
Citizenserve as the best alternative software system for the department to efficiently operate. Citizenserve is a
straightforward cloud -based software solution that would better meet the needs of staff and customers. Citizenserve is a
comprehensive community development application that includes building permits, inspections, code enforcement cases,
planning and zoning cases, and licensing. One of the biggest benefits to the public would be a customer -friendly online
portal, which would allow for online entry of applications for licenses, permits, planning documents and renewals.
The online portal provides benefits to both the public and internal staff.
• The portal would allow the public to apply and pay for permits, thereby initiating the application submittal and
review process. The software automatically routes the permit submittal to the correct department/staff member for
review, resulting in a streamlined, efficient process.
• Businesses will be able to apply for or renew their business license applications online. Payments for these licenses
could also be accepted.
• Likewise, rental property owners would be able to apply for or renew their rental licenses on line. Applicants would
be able to update information, submit required documentation—including insurance verification or proof of identity,
and pay for their licenses through the online portal.
• Auto -renewals of business and rental licenses can be completed. Citizenserve would automatically and quickly
generate renewal notices to be mailed or emailed to businesses and/or rental property owners.
• The inspection process is greatly improved through the online portal:
o Contractors and/or property owners would be able to request inspections online. Inspections would be
automatically routed to the correct inspector.
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o The inspectors would be able to view inspections in calendar format or on a map, they also have the ability
to generate inspection results/reports in the field.
o Custom inspection checklists could be created to mimic our current inspection process.
o Enables inspectors to complete and send inspection reports while in the field, immediately following the
inspection.
Citizenserve reporting options are are much improved over the current software:
o Village staff would have the ability to choose from numerous default reports or to create custom reports.
More importantly, reports can be printed or exported to Excel for manipulation of the data.
o Village staff would be able to create custom metrics viewable from the Citizenserve dashboard for review by
the public. Reports can be in a list, pie -chart, or bar -graph format.
Additional benefits of the transition to Citizenserve include:
• Integration with the Village's CRM application (MP Delivers). Currently, Accela has not successfully completed an
integration with New World to allow for the use of the Village's CRM system, and a fee would be charged for any
attempt at integration. Citizenserve has assured staff of integration with our current CRM system; this eliminates
the need for any "double entry" of service requests into two separate software systems.
• The ability to incorporate the adjudication software as part of the Citizenserve package. The Village currently has
$70,000 budgeted in 2019 to upgrade the adjudication software, and this upgrade would no longer be required.
• Integration with Laserfiche, the Village -wide archiving software. Review letters, photos, adjudication tickets and
similar documents will be archived into Laserfiche through Citizenserve.
• Integration with the Village's Geographic Information System program (GIS). This results in the Village having just
one database for all addressing and parcel (PINS) to maintain and update, ensuring consistency between software
platforms.
• Improved staff productivity due to cleaner navigation. Parcel inquiries will contain all required information on a
single display screen. This should reduce the time required to issue permits as entry will be streamlined.
• Access to basic reports that are built into the software, but also having the option to build or request advanced
reports at no charge. Current New World software provides limited default reports, which can provide inconsistent
information, and custom reporting would come at a fee if requested.
• Easier maintenance of tables and various templates will result in a more user-friendly experience.
• Obtaining a cloud -based software at a reasonable cost.
• Improved customer service responsiveness from the vendor.
Citizenserve software demonstrations took place on January 5, 11, 18 and February 1 of this year and included Village
Staff from various departments. Positive feedback was received not only from Village staff but also from existing
Citizenserve clients the department reached out to for feedback. Comments from existing clients consistently referenced
Citizenserve's ability to meet needs by customizing upon request and responding quickly to customer concerns. Existing
clients of Citizenserve vary in size and include the City of Compton, California, with a population of approximately 96,000,
and St. Charles County, Missouri, serving a population of over 373,000. In addition, the City of Urbana, Illinois is in the
process of implementing Citizenserve.
When compared to the other software alternatives, the cost for Citizenserve is competitive and all-inclusive. The first
year cost to implement Citizenserve would be $132,500. This includes the annual subscription fees for up to 55 users,
the setup, configuration and training, data migration, and integration with mpDelivers, GIS, and Laserfiche. Thereafter,
the cost would be $49,500 each year. The annual fee would cover unlimited data access and customer
support. Continuing improvements to the software would not require major upgrades or additional fees in the future.
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Recommended
Net Cost to Select
One Time Costs
N w
Option:
Recommended
World
Citizenserve
Option
Tyler Required CD Software
Update
N/A
$132,500
Cost to integrate with Accela
..................................................
CRM (MP Delivers) Module
$20,000
Included
(estimated)
Adjudication Software
$70,000
Included
7]
(Estimate)
Total
$90,000
$132,500
$42,500
Annual Fees
$17,000
$49,500
$32,500
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If approved by the Village Board, staff estimates that it will take approximately 6-8 months to complete the necessary
data conversion and staff training and that the new software would be operational at the beginning of 2018.
Alternatives
1. Accept the quote from Citizenserve for Community Development software.
2. Action at discretion of Village Board.
Staff Recommendation
Based on the information presented, Staff recommends the Village Board accept the proposal from Citizenserve to provide
a software solution for the Community Development Department in the amount not to exceed $132,500. The $132,500
would cover any additional fees for a credit card payment processor and for Accela (MP Delivers) to integrate with
Citizenserve.
Citizenserve Proposal -March 23, 2017.pdf (483 KB) Hansen Pricing.pdf (3,260 KB)
Existing process to enter case in New World..pdf (2,279 KB)
Existing process to enter case in New World_.pdf (2,279 KB) EnerGov Proposal 3-23-17.pdf (25 KB)
Basic Gov Pricing.pdf (79 KB) Existing License Renewal Templates in New World.pdf (257 KB)
Administrative Content
NB: New World's CD module has NEVER been upgraded? is this correct?
I've made several edits to this memo as the overall wording and feel made me feel as if any task was problematic.
Example: "instead, our customers must email, phone, or stop by Village Hall, which may be inconvenient for them and
disruptive of staff time." Our customers are not disrupting our staff by asking questions, although it should be easier for
our customers to find answers.
How is it difficult to find a template when they are sorted *by date*?
I do not think the section I highlighted in yellow is clear. Would it be possible to present this information in a table? For
example...
Also, is there a plan to measure return on investment?
Executive Content
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Net Cost to
Status Quo Option
Price
Recommended
Option
Price
Select
Recommended
Option
One Time Costs
One Time Costs
Tyler Required CD
Software Update
7777
$• • • •
Citizenserve
$132,500
Cost to integrate withCost
to integrate
Accela CRM (MP
$20,000
with Accela CRM (MP
Included
Delivers) Module
Delivers) Module
Adjudication Software
$0,000
Adjudication
Included
(Estimate)
Software (Estimate)
Total
$90,000
Total
$132,500
$42,500
E-7-71
E771
Annual Fees
$17,000
Annual Fees
$49,500
$32,500
Also, is there a plan to measure return on investment?
Executive Content
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Motion & Voting
Accept the proposal from Citizenserve to provide a software solution for the Community Development Department in the
amount not to exceed $132,500.
Motion by Paul Hoefert, second by Paul Hoefert.
Final Resolution: Motion Carries
Yea: William Grossi, Eleni Hatzis, Paul Hoefert, Richard Rogers, Colleen Saccotelli, Michael Zadel
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Rrqposal far �Uhie Village af Mou�ri�t �P�ros�pect
Prepared by
Ray Barker
rav@citizenserve.com
www ll!;CHM
LA3()0,3'!:ll 5,9818
M,///
Rrqposal far �Uhie Village af Mou�ri�t �P�ros�pect
Prepared by
Ray Barker
rav@citizenserve.com
www ll!;CHM
LA3()0,3'!:ll 5,9818
2 1 P z) g
Contents.................................................................................................... 2
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3
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5
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6
Code Enforcement....................................................................................
7
Business Licensing.....................................................................................
8
RequestTracking.......................................................................................
9
Concierge Program.................................................................................10
StandardPricing......................................................................................11
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Cffizenserve pricing ls based on the number of dedicated user subscriptions you need. [:.:ach of your
citizenserve user subscriptions will have access alIl citizenserve components and features.
Training and Implementation per User
111 g e
Annual Fee per User
The followiIing quote has lbeein prepared for You based on our understanding of your needs.
User Subscriptions (55 users at $900 per user per year)
Setup, Configuration, and Training (X users at $600 per
user )
Data Migradon (Permits, Licensiiing, Code Enforcement)
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