Proposal - Government Outreach - 2013-10-01 (ëvernment
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Citizen Relationship
Management with Integrated
Knowledgebase and Mobile App
A Proposal Prepared for the
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COSTA MESA SANITARY DISTRICT
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Proposal Summary
Government Outreach is a leading CRM, Work Order and Code Enforcement software
provider for local government with clients ranging in size from less than 5,000 to more
than 2,000,000. Government Outreach clients appreciate the expert implementation
services and the advanced software capabilities offered at affordable prices.
With Government Outreach, there are no hidden fees. There is an Initial Set-up cost that
includes configuration, set-up, project managed implementation and training. The
Annual Investment includes ongoing monthly support, hosting and maintenance.
The following pages summarize pricing for The Costa Mesa Sanitary District for
GORequest- our Full Citizen Relationship Management (CRM) system, and includes
branding (optional) for the iPhone and Android.
This offer is valid until October 1, 2013
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Pricing Summary
Initial Annual
Module/Integration Set-Up Investment
GORequest $1,000 $3,000
• Intranet portal for citizens (250/mo)
• Intranet portal for employees
• Mobile portals (iPhone and Android)
• Knowledge base
• Multilingual support
• Reporting
• Satisfaction surveys
• Google mapping and address validation
Custom Branding—Optional
• iPhone $2,000
• Android $2,000
Total: $5,000 $3,000
First year cost = $8,000
Second and subsequent year cost = $3,000
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GORequest Citizen Relationship Management
GORequest enables residents to get answers to questions and to submit service requests at
any time. The system supports all modes of submission, including iPhone, Android,
email, telephone, in person, or over the web, serving as a centralized repository for all
requests. To improve customer service and staff efficiency, GORequest provides:
• Rule-Based Workflows and Delegation
• Stock Replies
• Collaboration Tools
• Staff Notices and Priority Escalation
• Advanced Reporting and Report Writer
Additionally, the following features are included at no additional cost:
• Knowledge base: Allows residents to quickly find answers to questions without
staff assistance. Includes full-text search, top ten list (based upon actual use), and
integration into request submission forms.
• Intranet portal for citizens: Provides residents with a personal login to update
contact information plus view status of previously submitted requests.
• Intranet portal for employees: Incorporates an employee version of the
Knowledge Base as well as account access. The employee version includes staff
instructions plus access to "employee only" services.
• iPhone and Android portal: Allows residents to submit issues from iPhones and
Androids directly into the GORequest CRM system.
• Multilingual support: Automatically translates the Knowledge Base interface
and content into 40+ languages plus automatically translates non-English
submissions.
• Reporting: Full reporting includes more than two dozen standard reports as well
as a custom report capability.
• Satisfaction surveys: Allows residents to provide feedback on services received
and includes reports for staff analysis.
• Email Subscription and Broadcast: Allows residents to subscribe to topics of
interest and staff to distributed HTML formatted news and notices. Also allows
staff to broadcast email notices to residents that requested specific services.
• Google mapping and address validation: Allows citizens to validate addresses
and map locations.
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Implementation and Training
Government Outreach provides you with the services to get operational quickly. The
turn-key implementation includes:
Together, these services provide a turn-key solution that is both effective and timely.
• Expert consulting: Providing analysis of service codes, letters and notices,
processes, and documentation needs to advise on industry best practices for
automation.
• Project management: Monitoring all tasks for implementation, coordinating
resources, and review of status throughout the project.
• Communications and marketing support: Developing a communications plan
that includes identifying target audiences, key messages, and communication
media plus branding recommendations and media support.
• Configuration and implementation: Defining and implementing system
security, organizational structure, staff accounts, violation topics, and rule-based
workflows. Configuration also includes:
❑ Site branding to match City's website look-and-feel. The participation of the
District's webmaster is required.
s Staff Training: Instructing staff and officers on how to use the system for
request submission, case management, teaching managers to run reports and
manage operations, and training administrators to maintain the system. 1 day of
training will be offered remotely. On site training is extra.
is Customized documentation: A reference resource for all types of users that
includes documentation of the system configuration and examples using client's
actual implementation.
Together, these services provide a turn-key solution that is both effective and timely.
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Hosting, Support, and Maintenance
Once the system launches and is made available to the public, Government Outreach will
host and maintain the system. There is no hardware to buy, software to install, or
systems to maintain—everything is provided by Government Outreach as part of its
ongoing license and support agreement.
The annual service includes:
• Enterprise License: Allows unlimited access to system by employees and
contractors via any computer connected to the internet. There are no limits on
concurrent users or site locations for the full CRM product.
• System Hosting: Unlimited space on secure servers with redundant power and
connectivity are provided. Multiple servers are synchronized to separate locations
that have automated off-site backup capabilities.
• Maintenance: All necessary infrastructure, connectivity, and system applications
are maintained. Continuous monitoring for security and reliability is included.
• Technical Support: Unlimited support via telephone and email is provided to
answer questions, make configuration changes, and instruction on system usage.
• Software Upgrades: Government Outreach makes its enhancements and
improvements available as they are implemented ensuring the District remains
current with evolving technology.
The ongoing services ensure the District realizes the full potential of its investment over
the long-term.
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