HomeMy WebLinkAboutItem #04 Approval to Subscribe to GovQA Service Application
AGENDA ITEM COVER SHEET
Meeting Date: 12/16/08
Item # L}
Contact Name:
Contact Number:
Brian Ross
(407) 905-3100 x1522
Reviewed By:
Department Director:
City Manager:
Subject: Subscribe to GovQA Customer Service Application
Background Summary:
The City currently use a web site called BetterPlace from the Florida League of Cities for managing citizen
requests. GovQA provides a similar application with additional features and is easier to use for the same initial
yearly cost.
Issue:
Should the City enter into an agreement to use GovQA for citizen communication?
Recommendations
Staff respectfully recommends the Mayor and Commission approve this agreement for use of the GovQA web
site for citizen communication.
Attachments:
GovQA Price Proposal
Financial Impact:
After the free term is over this fiscal year, the $1,200 yearly cost and any price increases for the renewal will be
budgeted accordingly in General Government.
Type of Item: (please mark with an "x')
Public Hearing
_ Ordinance First Reading
_ Ordinance Second Reading
Resolution
~ Commission Approval
Discussion & Direction
For Clerk's Deaf Use:
_____ Consent Agenda
_____ Public Hearing
_____ Regular Agenda
_ Original Document/Contract Attached for Execution by City Clerk
_ Original Document/Contract Held by Department for Execution
Reviewed by City Attorney
Reviewed by Finance Dept.
Reviewed by ()
cJfArl-
N/A
N/A
N/A
Citv Manager
Robert Frank
center of Good Lt
~
Commissioners
Garv Hood. District 1
Scott Anderson. District 2
Rustv Johnson. District 3
Joel Keller. District 4
Mavor
S. Scott Vandergrift
STAFF REPORT
TO:
The Honorable Mayor and City Commissioners
FROM:
Brian Ross, Information Systems Manager
DATE:
January 10, 2008
RE:
GovQA Subscription
ISSUE
Should the City enter into an agreement to use GovQA for citizen communication?
BACKGROUND/DISCUSSION
The company WebQA provides a software product called GovQA that performs similar customer relations
management (CRM) functions to the Florida League of Cities' BetterPlace software that the City currently uses.
Community Relations Manager Joy Wright and I took a tour of the GovQA product and found it to have a better
user interface and features for our citizens and staff than the current BetterPlace software.
Both products allow citizens to leave comments and request services over the Internet. Both products let staff
manually enter citizen comments and requests from phone calls or faxes, as is currently done by the City Hall
receptionists from the RSVP line. Both systems automatically route all requests via e-mail to the correct
department for processing. The GovQA software improves on BetterPlace by providing an escalation feature
and better reporting capabilities.
Both products provide a means of communicating with our citizens via surveys, but GovQA provides additional
means of communication. With GovQA, citizens can opt in/out of newsletters, alerts, and e-mail campaigns.
GovQA also provides an events calendar that can supplement the City's web site.
The biggest feature differentiator is the Information Center within GovQA. With GovQA, citizens can submit
questions and the system will automatically check its knowledgebase for answers. If one is found, the citizen is
automatically e-mailed the answer; otherwise, the question is automatically routed via e-mail to the appropriate
department for resolution. Citizens can also check the knowledgebase themselves over the Internet for answers
to common questions such as "How do I apply for a fence permit?"
WebQA is currently offering a promotion for BetterPlace customers that ends on December 31,2008. Under
this promotion, the City can switch from BetterPlace to GovQA for free until our BetterPlace contract expires on
September 30,2009. Then, starting October 1,2009 we will pay WebQA for the use of their GovQA software
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for one year at the same $1,200 rate we are currently paying the Florida League of Cities. Each subsequent year
the annual rate may increase by an amount not to exceed 8%. If at anytime we feel the rate increase is not
justified we can cancel the service and switch back to BetterPlace or any other product that may be on the
market at that time.
After reviewing the two products, staff recommends the Mayor and Commissioners approve the contract for the
use of the GovQA software from WebQA, Inc.
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