CITY OF LOS ANGELES CALIFORNIA ERIC GARCETTI MAYOR

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1 STEVE RENEKER GENERAL MANAGER CHIEF TECHNOLOGY OFFICER MARK P. WOLF EXECUTIVE OFFICER ASSISTANT GENERAL MANAGERS T!!:D M. Ross GREG R. STODDARD CITY OF LOS ANGELES CALIFORNIA ERIC GARCETTI MAYOR INFORMATION TECHNOLOGY AGENCY ROOM 1400, CITY HALL EAST 200 NORTH MAIN STREET LOS ANGELES, CA (213) FAX (213) ITA.LACITY. ORG REF: ASB Honorable Members of the City Council City of Los Angeles Room 395, City Hall Los Angeles, CA Attention: Information Technology and General Services Committee Subject: MyLA311 CUSTOMER SERVICE PLATFORM (CF NO ) Dear Councilmembers: Pursuant to City Council Motion (Englander/Biumenfield/Bonin), Council File No S5, the Information Technology Agency (ITA) is submitting the following report on how the MyLA311 Constituent Relationship Management (CRM} can be leveraged to create a single portal for constituents with a unified view of all of their service requests. MyLA311 CRM Vision The City has long expressed a desire to implement a 311 Constituent Relationship Management (CRM) System to modernize constituent service request intake through fulfillment streamlining operations and enhancing customer service. Funding was allocated in January 2013 to implement a 311 CRM. The first phase of the CRM was kicked off in October 2013 following execution of contractual services for the s integrator. The first phase scope encompasses the Department of Public Works services and is targeted to go live by 4 1 h quarter of 2014; the will be available to City staff, elected offices and the public simplifying intake, resolution, tracking and reporting of Public Works 311 requests. Subsequent phases are planned for expansion of additional department's services. The MyLA311 CRM will have a unified constituent service request platform offering a variety of services that will improve customer service and enhance accountability including: Single Login/Password for the City (simplifying access) Map-based Location GIS Services (providing visualization} Personalization, preferences (seeing what's most important to you) Notifications ( , Text) (knowing when requests are completed) AN EQUAL EMPLOYM E NT OPP ORTUNITY- AFFIRMATIVE ACTION EMPLOYE R

2 Page 2 Reporting (providing transparency) Security (ensuring accurate and reliable services) These services can be leveraged by existing and future City citizen facing s beyond the MyLA311 CRM by creating a single portal for constituents with a unified view of all of their service requests (see attachment). This will not only provide constituents with a common experience, thus simplifying use of the City's website, but also help reduce future infrastructure and support cost by not implementing redundant functions. The MyLA311 CRM platform will consist of the following features/components: MyLA Service Requests, Knowledgebase, FAQ MyLA Info - Personalized information about the city (lacity.org) MyLA Connect- two-way social interface- Facebook, Twitter, FAQ, You Tube, and . The MyLA platform can be further expanded in the future to also include: MyLA Payments - Pay bills, fines, and taxes MyLA Permits - Building permits, event permits, and transportation permits, etc. Note: Existing online payments and permits that are web-mobile ready can be integrated into MyLA311 mobile app with minimal effort. MyLA311 CRM platform can be used as a platform for surfacing other City service request processes. The implementation of these services can be accomplished by one of the following approach: Approach Description MyLA311 Departmental System 1 Replacement Use to generate service Not needed; Can be are generated in requests retired if exists. MyLA311 are managed in MyLA311 Use to manage service requests fulfillment life cycle 2 Hybrid Use to generate service Use to generate are generated in requests service requests MyLA311 or Use to manage a part of Use to manage a service requests part of service requests fulfillment life cycle are managed partially in MyLA311 and partially in

3 Page 3 3 Integration are generated in MyLA311 or are managed in the Use to generate service requests Use to generate service requests Use to manage service requests In cases where the gap between business requirements for a new and out-ofthe-box features offered by the CRM software are significant cost savings may not be realized. For instance, Build LA, which features permit requests as one of its key services, may not be a good fit. Permitting has a specialized service request process which the CRM solution doesn't offer. Leveraging MyLA CRM to implement Build LA would require a major customization effort; hence the cost will be higher compared to using a commercial off-the-shell (COTS) product that is built specifically to handle permit requests. The selected solution for Build LA should integrate with the MyLA CRM portal to maintain a unified view of City services and to simplify access with a single login/password for accessing City services. The cost of a project such as Build LA, will most likely have a modest increase due to the additional integration necessary; however, such integration will increase efficiency and improve the overall customer experience by having a unified customer service portal. Recommendation The MyLA CRM service platform/portal shall be used as the City's service request portal that aggregates all of City services. This can be achieved by applying one of the implementation methods describe above. Before making a procurement decision on a new service request or other constituent facing s, departments should work with ITA to evaluate how the MyLA CRM centralized platform can be leveraged for their implementation to provide a unified customer service portal process and for all constituents.

4 Page 4 I trust that the information provided herein will provide a foundation for the development of Citywide service requests platform for the City of Los Angeles. Please contact me or Mr. Mark Wolf, Executive Officer, at (213) , should you have any questions or require additional information. Respectfully submitted, Steve Reneker General Manager Attachment cc: Rick Cole, Office of the Mayor Doane Liu, Office of the Mayor Dan Caroselli, Office of the Mayor Kevin James, Board of Public Works Stephanie Magnien Rockwell, CD 3 Laura Mclennan, CD 11 Doug Tripp, CD12 Mandana Khatibshahidi, CLA Claudia Aguilar, CAO Ed Ebrahimian, BSL Deborah Weintraub, BOE Paul Racs, OCB John Reamer, BCA Enrique Zaldivar, BOS Nazario Sauceda, BSS Mark Wolf, ITA Ted Ross, ITA Greg Stoddard, IT A Jennifer Banos, ITA Ed Magos, ITA Donna Arrechea, ITA Matt Lampe, DWP

5 MyLA Vision FAQ Knowledge Base GIS (BOE) Identity Management r ' MyLAIDM City IDM MgmtSystem Fulfillment Processes L..,.. Mayor Council Department Operations Other Agencies :- - ~ MyLA Portal Mobile 311 Intranet Portal Resident, Business ( ) Call Center Unified Constituent Service Request Platform BSL/Asset Mgmt System BSS/Urban Forestry (Customer Service Platform), [' LADWP-IDM - j r~