HomeMy WebLinkAbout2020-10-22; New Service Request Application - CarlsbadConnects; Rocha, LauraTo the members of the:
CllY COUNCIL
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Oct. 22, 2020
Council Memorandum
To:
From:
Via:
Honorable Mayor Hall and Members of the City Council
Laura Rocha, Deputy City Manager, Administrative Services
Geoff Patnoe, Assistant City Manager~
New Service Request Application -ca\:kbadConnects Re:
{city of
Carlsbad
Memo ID #2020235
This memorandum provides information related to the new service request application,
CarlsbadConnects, that will be implemented and available to residents during the first week of
November 2020.
Background
The current service request application, Carlsbad@YourService, has been in place for several
years and needs to be replaced. The existing application is no longer supported by the vendor,
lacks integration with internal systems and was oriented primarily toward Public Works requests.
As part of the city's ongoing digital transformation process, we are implementing a new service
request solution, CarlsbadConnects.
Discussion
CarlsbadConnects will integrate with other city applications, such as the Public Works work order
system and the code enforcement application, to provide residents with a significantly improved
customer experience. CarlsbadConnects will give residents a single platform for submitting
service requests, streamline communication between the city and its residents and provide a
one-stop shop for engaging with and getting information about the city. Residents will have
access to city services and resources, such as event calendars, links to bill payment options
(business license, permits, etc.), the business directory, city news and the locatiqn of city parks
and facilities.
The migration from Carlsbad@YourService to CarlsbadConnects includes a five-day transition
period. During this transition period, the public will not be able to make service requests on the
web or on mobile devices. While the system is down, the city will continue to respond to
requests that are received via e-mail or over the phone. Customers with existing accounts in the
current system, as well as staff, will be informed in adva~ce through an email and a notice will be
posted on the city's website. The city's Information Technology staff will work closely with the
vendor to coordinate the transition and implementation process.
CarlsbadConnects is provided as an annual subscription cost of $34,900. The annual subscription
cost was included in the Information Technology Department's FY20-21 Operating Budget.
Administrative Services Branch
Information Technology Department
1635 Faraday Ave I Carlsbad, CA 92008 I 760-602-2454 t
Council Memo -New Service Request Application -CarlsbadConnects
Oct. 22, 2020
Page 2
Future years subscription cost will be included in the Information Technology Department's
annual budget requesf for City Council approval for the appropriate fiscal year.
Next Steps
The current system, Carlsbad@YourService, will become inactive on Sunday, Oct. 25, 2020. The
transition period for the new mobile app will occur between Monday, Oct. 26, 2020, and Friday,
Oct. 30, 2020.
CarlsbadConnects will be accessible via the city's web portal and available for download on
mobile devices starting on Monday, Nov. 2, 2020. Once CarlsbadConnects is on line, any existing
. Carlsbad@YourService user will need to create a new account in CarlsbadConnects.
City staff will provide a presentation on CarlsbadConnects to the City Council at the City Council
Workshop on Nov. 17, 2020.
cc: Scott Chadwick, Assistant City Manager
Celia Brewer, City Attorney
Paz Gomez, Deputy City Manager, Public Works
David Graham, Chief Innovation Officer
Kristina Ray, Communications Manager