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Home My WebLink About2020-11-17; City Council; ; CarlsbadConnects Service Request and Community Engagement ApplicationMeeting Date: Nov. 17, 2020 To: Mayor and City Council From: Scott Chadwick, City Manager Staff Contact: Maria Callander, Director of Information Technology maria.callander@carlsbadca.gov, 760-607-9170 Doug Kappel, Information Technology Manager doug.kappel@carlsbadca.gov, 760-602-2791 Subject: CarlsbadConnects Service Request and Community Engagement Application Recommended Action Receive an informational presentation on the city’s new service request and community engagement application. Executive Summary As part of the city’s ongoing digital transformation efforts, a new service request and community engagement application has been launched. This new application, CarlsbadConnects, provides those who live, work or play in Carlsbad the ability to request service and engage with the city in a new comprehensive and streamlined online and mobile application. Discussion In 2016, the Public Works Department launched the Carlsbad@YourService application, which provided the public the ability to report and request service for common public works related issues such as potholes in the street or burned out streetlights. This application is no longer supported by the vendor and has encountered recurring issues with the integration to other city systems. In accordance with the city’s digital information application strategy, Carlsbad@YourService is due to be replaced with an enterprise solution. The city launched the new and significantly improved CarlsbadConnects application during the first week of November. CarlsbadConnects provides those who live, work and play in Carlsbad with the ability to submit requests for service for multiple city departments. Requests can be submitted through the city’s website or from a mobile device using an application that is available from both the Apple App Store and Google Play. The initial launch of CarlsbadConnects includes over 30 request types for multiple departments, including Library & Cultural Arts, Parks & Recreation and Public Works. In the upcoming weeks, an additional 23 request types will be added that will include code enforcement and watershed protection. This Nov. 17, 2020 Item #11 Page 1 of 2 CA Review CKM enterprise system also integrates with existing city systems, such as the public works work order system and the integrated community development system used by code enforcement. These integrations allow service requests that have been submitted in CarlsbadConnects to be routed to the existing work management solutions used by staff in public works and code enforcement. As requests are responded to and resolved by staff in these back-office applications, information is transferred to CarlsbadConnects, allowing the community member who made the request to be informed on its progress and status. In addition to providing the ability to submit service requests, CarlsbadConnects also serves as an information hub. CarlsbadConnects provides access to city news, information on current hot topics, such as COVID-19, as well as links to other online services. Fiscal Analysis CarlsbadConnects is provided to the city as an annual subscription for the cost of $34,900. The annual subscription cost was included in the Information Technology Department’s fiscal year 2020-21 operating budget. Future subscription cost will be included in the Information Technology Department’s annual budget request for City Council approval for the appropriate fiscal year. Next Steps Staff will conduct a media campaign to promote the new application. Staff will also continue to configure and test request types and outline business processes for the submission of code related issues handled by code enforcement and watershed protection. Environmental Evaluation (CEQA) This action does not constitute a “project” within the meaning of the California Environmental Quality Act under California Public Resources Code Section 21065 in that it has no potential to cause either a direct physical change in the environment or a reasonably foreseeable indirect physical change in the environment and therefore does not require environmental review. Public Notification Public notice of this item was posted in keeping with the Ralph M. Brown Act and it was available for public viewing and review at least 72 hours before the scheduled meeting date. Exhibits None. Nov. 17, 2020 Item #11 Page 2 of 2 CarlsbadConnects Service Request and Community Engagement Application Maria Callander, Information Technology Director Doug Kappel, Enterprise Applications Manager November 17, 2020 History In 2016, the city launched City @Your Service –Public Works related requests –No longer supported –Issues with integration to city systems –Due to be replaced 2 City@your Service Nearby Requests Browse recent requests FAQs Traffic Map Call City Hall <J EB REQUEST @ CarlsbadConnects •Citywide Team •Initial Launch -November –Over 30 requests types –Multiple departments –Integration with city systems 3 Carlsbad CONNECTS Q, !iii -w COVID-19 Latest News City Services u .H Crime Report Traffic Map Recreation ~~ ~ -IA\. ••• ,., Trails Library Online Services ~ ~ e Home Requests Messages Account More Multi-Platform 4 5 What happens next? 6 Also used internally •Internal Requests –City staff can report facilities related issues. 7 Cuts through the Confusion •Gets you to the right place! –For requests not handled by the city, an e-mail will be generated on how to contact the appropriate agency. 8 Carlsbad has commented on a service request. Request ID# 1097858 -Water A comment has been added to Water Service Request ID# 1097858: The location selected is not serviced by the City of carlsbad. Please contact the Olivenhain Water District at 760-753-6466 to have your issue investigated. Thank you, Carlsbad Avoids Duplication •CarlsbadConnects recognizes when an existing request matches a new one. –Allows additional people to be added as interested parties. 9 9:55--, Possible Duplicates We think your request is a duplicate of an existing service request. Please review the list below and select the one (if any) that matches your current request. 1306 Aviara Pkwy, Carlsbad, CA 92011 1hago +++++ 6670 Towhee Ln, Carlsbad, CA 92011 2h ago em Yes, that one's mine. No, mine isn't listed here. 0 Improvements •Library & Cultural Arts Request Types •Works with additional city systems 10 Community Engagement •Crime reporting •Trail maps •Recreation activities •Hot topics: COVID-19 information 11 Carlsbad CONNECTS More ~ Service Requests Q, ~ COVlD-19 Latest 8 App Information ~ t () Social Media Crime Report Traffic • Parks & Recreation ~~ ~ l!!I Library & Cultural Arts Trails ''"' t~ Environmental Management ~ io: Traffic Compliant FAQ Call City Hall Tr,.ffi,-u,.,... ~ ~ io:'ii e """"" - + + + + + + + + + ...j... Early Adoption 12 -34.0% Internal Requests -25.5% Streets/Sidewalks/Gutters -17.9% Lights -9.4% PainUGraffiti/Other -5.7% Trees -4.7% Landscaping/Trails 0.9% Insects/Animals -0.9% Water -0.9% Library and Cultural Arts Responsiveness 13 Average Days to Close per Request Type Internal Requests Paint/Graffiti/Other Lights Water Trees Streets/Sidewalks/Gutters Landscaping/Trails 0 2 3 4 5 6 7 Budget •$34,900 annual subscription •Two year agreement •Included in the IT Operating budget 14 Next Steps •Media campaign to promote the new application •Fine-tuning (process & technology) •More request types related to Watershed Protection and Code Enforcement coming soon •Continually looking for opportunities to expand functionality 15 Team Effort 16 Executive Sponsor David Graham Steering Committee Maria Callander Paz Gomez Laura Rocha Doug Kappel Kyle Lancaster Mike Peterson Kristina Ray Project Manager Paul Waldron Team Members June Acosta Brian Alcala Ryan Baldwin Kevin Belew Devin Castel Diana Chuang Sasha Cusimano Darcy Davidson Kelly Demille Dianne Evans Fiona Everett Mario Ferracini Alan Geopfarth Brent Gerber Tye Gillespie David van Gilluwe Rita Hrycak Nate Johnson James Jones Manny Juarez Monique Larragoitia Lina Liang Kassandra Lopez Greg Maclellan Cindy McMahon Kelly Murphy Tim Murphy Megan Powers Jeff Powers Christina Puchi Michael Pugliese Suzanne Smithson Karen Whitehead Thank you 17