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

2. 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

3. 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”

4. Mobile Garage Sale Permits Screenshots

5. New Smartphone friendly Water Bill capability from BillTrust
BillTrust has provided eBill subscription based service for many years:
Allows residents to sign-up for ed 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:

6. I Want to Pay … Water Bill

7. eBill Connect (BillTrust) Screenshots

8. eBill Connect (BillTrust) Screenshots

9. 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

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

11. Pricing CivicTRAK: PublicStuff: CitySourced: Run Cost: $1500/month
CRMTRAK integration included
PublicStuff:
Run Cost: $ $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

19. 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.