Smartphone Capabilities & Options for City Residents City Council – Regular Meeting 4/06/2015

Background Council has expressed interests in providing smartphone capabilities including apps for residents Researched options: Internally built capabilities Specialized focus commercial capabilities – e.g. Water Bill Payment Broad featured commercial Cloud based Citizen apps

Internally developed Smartphone friendly “Garage Sale Permits” Developed web based Garage Sale Permits in 2007 Allows residents to apply for Permits for a given address according to rules established by Ordinance Print & display their own Permits Free Just added a new map based feature allowing residents to view all upcoming Garage Sales And Smartphone friendly pages Access via “I want to Apply for … Permits … Garage Sale Permit” & “Things to Do … View Garage Sales”

Mobile Garage Sale Permits Screenshots

New Smartphone friendly Water Bill capability from BillTrust BillTrust has provided eBill subscription based service for many years: Allows residents to sign-up for emailed monthly bills Residents pay online Free to resident City saves by not mailing paper bills Just released a new mobile friendly version letting Smartphone users easily pay online. Will be releasing One-time Pay version so that people receiving paper bills from the City can pay without subscribing to the service. We added a new landing page to our “I want to Pay … Water Bills” to publicize options available to residents:

I Want to Pay … Water Bill

eBill Connect (BillTrust) Screenshots

eBill Connect (BillTrust) Screenshots

Commercial Mobile Citizen Apps Reviewed PublicStuff, CitySourced, and CRW CivicTRAK PublicStuff is probably the market leader & has been around longest CivicTRAK is a newly announced CRW branded version of the My City Mobile product with full integration to CRW CRMTRAK All 3 solutions basically do the same thing: City services portal – contacts, City news, calendar, Park/facility locations, etc Enter requests which can be location linked to online maps & has camera integration Can include links to existing City web based services including payment pages Can include subscription based information feeds City business directory Integration to CRW CRMTRAK required for any solution

Integration with CRW CRMTRAK Resident Cloud Based Citizen App CRW LandTRAK CRW CodeTRAK CRW PermitTRAK CRW CRMTRAK Citizen Action Center

Pricing CivicTRAK: PublicStuff: CitySourced: Run Cost: $1500/month CRMTRAK integration included PublicStuff: Run Cost: $1583 - $1750/month depending on integration complexity CRMTRAK integration requires $12,500 API from CRW CitySourced: Configuration/set-up: $2500 CRMTRAK integration requires $12,500 API from CRW plus TBD vendor integration

Recommendation CivicTRAK would be the logical choice due to guaranteed integration and also has the lowest ownership cost: Ownership cost: Un-negotiated run cost for any of these solutions is $1500/month ($18K annual) Minimum contractual period is 12 months Biggest component of run cost is to support the “Report Issue” module Experience at other Cities shows that incremental volume of tickets via mobile device can not justify purchase in and of itself: We don’t know what the likely request volume via mobile device will be Existing monthly online ticket volume is less than 10% (169 out of 1797 requests) If the equivalent volume came in via Smartphone, the incremental cost to capture would be almost $9/ticket City with population of 260,000 reported mobile device volume of 300 – 350 tickets/month Many Cities have adopted this technology simply from the portal/communication standpoint We can take this approach also and contract for 12 months as an experiment. It may be possible to negotiate the run cost down somewhat and we can absorb the cost into the IT budget In the meantime, we will continue to make more and more of the existing City website features Smartphone friendly and work with BillTrust to get the “one-time pay feature available.