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CITY OF
MUSKEGON
Agenda Item Review Form
Muskegon City Commission
Commission Meeting Date: March 11, 2025 Title: CivicPlus 311 SeeClickFix Contract
Submitted by: Deborah Sweet, Community Department: Public Works
Engagement Manager
Brief Summary:
City staff request approval of the CivicPlus SeeClickFix contract for continued use of the resident
request and issue reporting system to improve city services and community engagement.
Detailed Summary & Background:
SeeClickFix is a platform designed to allow residents to report non-emergency issues (such as
potholes, overgrown grass, and park maintenance) directly to the city for resolution. It provides a
simple interface for residents to submit requests, track progress, and provide feedback, fostering
improved city services and transparency.
Important Dates:
e One-year Contract Signed: June 24, 2024
Contract Renewal: June 25, 2025
60-Day Notice Period Date: April 26, 2025
Commission Worksession Presentation: March 10, 2025
Requested Approval of Contract at City Commission Meeting: March 11, 2025
Goal/Focus Area/Action Item Addressed:
Key Focus Areas:
Enhanced internal and community communication, Increased range of options for communications
Goal/Action Item:
2027 Goal 3: Community Connection
Amount Requested: Budgeted Item:
$39,119.04 Yes No N/A Xx
Fund(s) or Accouni(s): Budget Amendment Needed:
642-441-801 Yes No x | N/A
Recommended Motion:
To authorize staff to enter into a multiyear contract with CivicPlus for SeeClickFix Request,
Marketplace App Annual, and SeeClickFix Connector for Cartegraph OMS, subject to the renewal
CivicPlus Statement of Work
302 South 4th St. Suite 500 Quote #: Q-78309-1
Manhattan, KS 66502 Date: 6/18/2024 8:29 AM
US Expires On: 6/30/2024
Client: Bill To:
City of Muskegon, MI MUSKEGON, MICHIGAN
SALESPERSON Phone EMAIL DELIVERY METHOD PAYMENT METHOD
Ross Wells ross.welis@civicplus.com Net 30
Discount(s)
QTY |PRODUCT NAME DESCRIPTION
1.00 SeeClickFix Year1 Annual Fee Year1 Annual Fee Discount
Discount
1.00 SeeClickFix Year1 Annual Fee Year1 Annual Fee Discount
Discount
1.00 SeeClickFix Year1 Annual Fee Year 1 Annual Fee Discount
Discount
Recurring Service(s)
QTY |PRODUCT NAME DESCRIPTION
1.00 | SeeClickFix Connector for SeeClickFix-hosted integration with Cartegraph OMS https://
Cartegraph OMS www.civicservice.civicplus.help/hc/en-us/articles/360043415454-
SeeClickFix-Connect-for-Cartegraph
4.00 |SeeClickFix Request Unlimited gov user licenses for service request management tool to intake
citizen submissions via mobile app. Assign requesis internally, resolve
issues and measure request performance. Includes support and virtual
training services.
1.00 |Marketplace App Annual Marketplace App Annual
List Price—nitial -Ferm-Fotat USBD-38,444.08
Total Investment - Initial Term USD 24,949.42
Annual Recurring Services (Subject to Uplift) USD 37,119.04
V. PD 06,01.2015-0048
Page 1 of3
initial Term Beginning at signing and ending 6/30/2025,
Renewal Term 7/1 each calendar year
Initial Term Invoice Schedule 100% invoiced on 7/1/2024
Renewal Procedure Automatic 1 year renewal term, unless 60
days notice provided prior to renewal date
Annual Uplift 5% to be applied in year 2
This Statement of Work ("SOW") shall be subject to the terms and conditions of the CivicPlus Master Services Agreement
and the applicable Solution and Services terms and conditions located at https:/Awww.civicplus.help/hc/en-us/p/legal-
stuff (collectively, the "Binding Terms"), By signing this SOW, Client expressly agrees to the terms and conditions of the
Binding Terms throughout the term of this SOW.
V, PD 06.01.2015-0048
Page 2 of 3
Acceptance
The undersigned has read and agrees to the following Binding Terms, which are incorporated into this SOW, and have
caused this SOW to be executed as of the date signed by the Customer which will be the Effective Date:
For CivicPlus Billing Information, please visit https:/Avww.civicplus.com/verify/
Authorized Client Signature CivicPlus
By (please sign): By (please wy
Jearnodtran SDeny beetl, £ udht
Printed Name: Printed Nafte:
<i fu Wana. er Amy Vikander
Title: ~J Title:
June. 5, AOA Senior VP of Customer Success
\ Graver
e: Date:
6/28/2024
(rns Legal Name:
City of Miushred ov
Billing Contact:
Delooran Suseen
Title:
Commursty Engagement Nancy
Hey
Billing Phone Number: 7
23\- T24> UT24
Billing Emait:
132ome
Lercmace Sk
Billing Address:
Mu sheqor, mar 44440
Mailing Address: (If different from above)
PO Number: (Info needed on Invoice (PO or Job#) if required)
V. PD 06.01.2015-0048
Page 3 of 3
:
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SeeClickFix Basic Summary | March 4, 2025
SeeCl ickFix is a platform designed to allow residents to report non-emergency issues (such as potholes,
overgrown grass, and park maintenance) directly to the city for resolution. It provides a simple interface for
residents to submit requests, track progress, and provide feedback, fostering improved city services and
transparency.
Important Dates:
e One Year Contract Signed: June 24, 2024
e Contract Renewal: June 25, 2025
e 6 0-Day Notice Period: April 26, 2025
e Commission Worksession Presentation: March 10, 2025
e Requested Approval of Contract at City Commission Meeting: March 11, 2025
List of Requests in the System:
*indicates a block for 911
Parks & Public Spaces
1. Marina/Launch Ramp Maintenance
Park Maintenance
ON
Police Report of Graffiti or Vandalism* (internal use of PD)
Report Damaged Public Amenities (benches, trash cans, fountain, etc.)
oR
Report Graffiti or Vandalism*
6. Tree Trimming or Removal Request*
Garbage, Trash, and Recycling
7. Missed Garbage, Yard Waste, or Recycling Pick Up
8. Request Recycle Bin
9. Report Junk Vehicle
Animals
10. Animal Control Issues (stray or lost pets)*
11. Dead Animal Removal
Parking
12. Parking Meter Repair
18. Parking Concerns
Permits, Zoning & Property
14. Report Building and Code Violations
15. Report Weeds / Trees Overgrown on Private Property
16. Report Private Property Maintenance Issues
231.724.6705 | 933 Terrace St, Muskegon, MI 49440-1397 | wwwa.shorelinecity.com
CITY OF
MUSKEGON
Streets, Alleys, and Sidewalks
17. Alley or Gravel Road (Grading or Dust Control)
18. Pothole or Manhole
19. Broken Sidewalk
20. Sidewalk Snow Removal
21. Street Snow Removal
22. Street Sweeping
23. Streetlight
24, Street Signage
25. Traffic Signal
26. Alley Snow Removal
Support Services
27. Homeless Support
28. Carbon Monoxide or Smoke Alarm
29. Homeowner Help with Repairs
30. Compliment City Services
Water, Sewer, Drainage
31. Blocked Storm Drains
32. Flooding*
33. Sewer Issue (Emergency)
34. Sewer Concern (Non-Emergency)
35. Storm Water Pollution
36. Leaking Water Main or Hydrant
37. Sewer Call*
Onboarding Process So Far:
Senior Staff Review and Selection of Division Liaison/Administrator:
To ensure proper onboarding, senior staff members were selected as liaisons from each division to manage
the system's implementation and backend training:
e Public Works: Jacqui Erny
« Public Safety: Emily Morgenstern, Jeremy Velik, Hilarey Travieso, Stephen Hammond
« Development Services: Wendy Webster & Sam Pulos
e Finance & Administrative Services: Sara Hugall
e Manager's Office: Deborah Sweet
231.724.6705 | 933 Terrace St, Muskegon,
MI 49440-1397 | www.shorelinecity.com
CITY OF
me’MUSKEGON
Onboarding Process Recap:
1. Initial Meetings & Email Communication: This group was invited to several meetings and email
communications to review and narrow down over 100 potential requests to about 40 for inclusion
in SeeClickFix.
2. System Setup (July - October 2024): During this period, the selected requests were created in
SeeClickFix, necessary questions and blocks were added, workflows were designed, and tasks
assigned to staff members. This phase was labor-intensive but essential to the system's
functionality.
3. Manager Training (January 2025): A comprehensive training session was conducted for all staff
managing requests, facilitated by SeeClickFix. This training ensured all staff understood how to
use the system.
4. Sandbox Testing (February 2025): After manager training, staff tested the system in a sandbox
environment through the end of February 2025. This provided the team a chance to familiarize
themselves with the platform.
5. Workgroup Testing (March 3, 2025): The system went live for workgroup testing, allowing the
selected group to continue testing the tool's features and functionality.
6. Frontline Staff Launch (March 2025): The week of March 10, 2025, we held two Call Taker trainings
for staff which were saved and recorded.
7. Marketing and Launch Plan: We used the workgroup testing period to refine the marketing plan,
preparing for the transition to a live environment in March 2024, with the goal of a public launch in
Summer 2025.
231.724.6705 | 933 Terrace St, Muskegon, MI 49440-1397 | www.shorelinecity.com
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