Title
PHX 311 Customer Relationship Management Application Licenses and Agreements (Ordinance S-47233)
Description
Request to authorize the City Manager, or his designee, to execute all necessary licenses and agreements related to the implementation of the PHX 311 Customer Relationship Management System. Further request the City Council to grant an exception for the indemnification, liability, and legal redress provisions of Phoenix City Code section 42-18. There is no financial impact to the City of Phoenix for these agreements.
Report
Summary
The PHX 311 Customer Relationship Management (CRM) system engagement was awarded by City Council in October 2020 to Cloud Navigator, City Contract 153246, Ordinance S-46988. The PHX 311 CRM system is a new solution which will provide additional online services and includes a management hub that connects resident service and information requests to other City internal systems. Functionalities of the PHX 311 CRM will include single sign-on capability for residents to easily manage their cases with the City, a new mobile application, and text capabilities for residents to contact the City to obtain services or to report issues.
As part of new mobile application "MyPHX311" the City will build and distribute the mobile application to City residents through the Apple App Store and Google Play Store. This request is for the City to accept all related licenses and agreements necessary to make these mobile apps available to the public.
Contract Term
The term of licenses and agreements will either coincide with the term of the Cloud Navigator Contract, including extensions, or continue with the PHX 311 CRM system/application as deemed in the best interest of the City.
Financial Impact
There is no financial impact to the City of Phoenix for these agreements.
Department
Responsible Department
This item is submitted by Deputy City Manager Toni Maccarone and the Information Technology Services Department.