Agenda - Council - 05/26/2015 - Laserfiche WebLink

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(C) Current system is not cost effective.The City pays GovQA $5,200 annually for CRM services. Based on item A above, the major value of CRM for the City of Ramsey is internal (not external). The City has the ability to get less robust, but fully functional/ effective, CRM software for internal usage only --for a fraction of the cost of our existing product (free to $2,500). Staff believes it would be prudent to reduce dollars spent on CRM services, given the opportunity exists/ current situation. (D) Current system is not efficient for staff. Due to the low frequency of requests/ questions by CRM by external users, City staff has not become accustom to the system. As a result, when an external request is processed, it requires "re -learning" the system; and, "re -teaching" by our I.T. staff, repeatedly. (F) A viable and effective alternative exists. As outlined in the "purpose" section of this case. Staff believes a cost-effective and efficient alternative to the current systems exists. Choosing this alternative will reduce dollars spent on CRM and increase efficiencies for staff and our customers. This alternative still allows our internal staff, whom frequently utilize CRM services, to continue using CRM services (Public Works, I.T., and Building Maintenance). This alternative has been discussed with department heads, staff CRM users and the I.T. Department --and all are in support. Staff is proposing to replace the External CRM landing page with a new general customer service landing page. Attached to this case is a draft example. NOTE: this page will include a link to FAQ's at the bottom. Funding Source: IT Software Budget: 0192:6405. This action will result in a savings (amount TBD). Recommendation: See observations section. If the Council would like to discuss this case in detail, staff would recommend it be tabled and brought back to work session. If the Council would like to briefly discuss this case, staff would recommend it be pulled from the consent agenda. Action: Motion to: Approve staffs proposal for modification to CRM services for the City of Ramsey. Attachments Background Information on CRM CRM Usage Report Example Landing Page Form Review Inbox Reviewed By Date Kurt Ulrich Kurt Ulrich 05/21/2015 09:46 AM Form Started By: Patrick Brama Started On: 05/21/2015 08:32 AM Final Approval Date: 05/21/2015