This report recommends that the City Council authorize the City Manager to negotiate and execute a contract with Integrated Information Systems, Inc., for ACityServe,@ a citizen concern tracking system, in an amount not to exceed $33,700.

In addition to Y2K noncompliance problems, the limited features of the current complaint tracking system have diminished its usefulness across City departments. Therefore, in researching Y2K replacement software, staff identified features to enhance the system, including: accessibility by all departments; ability to track and generate reports by issue, location, complaint type and other sorts; compatibility with the City=s e-mail system; and document imaging capability.

Staff from the City Manager=s Office, the office responsible for administering the complaint response and tracking system for the City, and the Information Systems Division (ISD) reviewed initial proposals. City Manager=s Office staff evaluated the products for ease of use and desired features, while ISD staff rated the products= technological merit. After staff determined that all three comparably priced products were viable, a requirements document was sent to each vendor requesting more specific information on cost and availability of features considered critical for Santa Monica. Demonstrations of each product were arranged for City staff, including user departments, and references were checked for each firm. CityServe is currently used in Phoenix, Arizona and Long Beach and has been purchased for installation in San Diego.

CityServe best fits the City=s needs. Specifically, CityServe is the only product to combine the following critical features: integration with ARCView, the City=s mapping or GIS software; integration with Groupwise 5, the City=s e-mail system; full-text searching with Fulcrum (state-of-the-art) technology; database which is compatible with City servers; and document imaging. Neither the Civic Tracker nor Civicall system currently offers document imaging or e-mail integration.