Mobile App - What is the reality?

Roger Gonzalez ASKED

Hi Everyone! My City is considering implementing and utilizing a mobile app. There is a lot out there, usually dealing with non-emergency service requests. I am hoping to get some information on mobile apps that your cities are using. Specifically, I am looking to determine: - Service areas covered (what does it do?); - Costs (startup/annual); - Internal integration (how does it flow internally?); and - Management (who handles it?) I appreciate any help/input! Please feel free to email me at rgonzalez@ci.tualatin.or.us or by phone at 503-783-0193. Thanks, y'all! - Roger

ANSWER

Cory Fleming
October 10 ,2015

Hi Roger - It's good that you've begun to do your due diligence. There have been a lot of acquisitions and mergers in the field of mobile apps, and it's important to find the product that's right for your community.With that in mind, I'm going to suggest an ICMA In Focus report we did a while back on 311/CRM systems (https://members.icma.org/eweb/DynamicPage.aspx?site=icmares&webcode=COEP...) . While you're not looking at implementing a full CRM at this stage, I do think the steps we define in a readiness assessment would help you identify the requirements that you need from a mobile app and use those requirements when you go out with the RFP. Hope this is helpful. Please call (207-854-1083) if you want to talk through the steps.Cory

admin
October 12 ,2015

Roger, We use CitySourced for our mobile app (branded "Bakersfield Mobile"). The app was launched in July 2014 and has been downloaded over 3,700 times (Apple, Android and Windows). To date, over 5,500 service requests have been submitted via the app. It also comes with a web-based reporting system that is embedded into our web site and much easier to use than our previous "form" based system. We initially tried to develop an app in-house, but it was cumbersome and our staff could not keep up with all of the various phone operating system updates/models. To answer your questions:1. Our app allows users to report damaged parks equipment, irrigation issues (parks/streetscapes), illegal dumping, graffiti, street lights, traffic signals, potholes and water waste (on non-City property).2. The agreement is for three years, total cost is $68,000. This includes the development of the app, updates, support, management tools, analytics, etc. 3. All of the submissions flow directly to the appropriate division via e-mail notification and in some cases go directly into the work order system. Staff assigns the ticket and responds to the user via the app. As the issue is addressed, the ticket is updated with information from staff. The app user can track their request to completion. 4. All technical items are handled through our IT Division. The City Manager's Office performs routine reviews of tickets to ensure proper customer service is being provided and to provide regular updates to interested parties (number of downloads, number of tickets submitted). Departments manage the day-to-day responses within the app. All this being said, we are constantly looking for ways to improve the mobile experience for residents by evaluating other services that can be provided via the app. I am happy to chat more with you if you would like. Chris

Mobile App - What is the reality?

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