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<br />Rattle Tech LLC – Confidential 5 <br />659 W Woodbury Rd Altadena, CA. 91001 <br /> www.Rattle Tech.com <br /> <br /> <br />Executive Summary <br /> <br />Rattle Tech's approach to the City of Santa Ana's 311 Citizen Relationship Management (CRM) software <br />solution leverages our extensive experience and proven success in deploying 311 CRM systems across <br />various cities. Our existing 311 CRM mobile app already includes all mandatory features required by the <br />RFP, ensuring a comprehensive and seamless implementation. <br />Rattle Tech will provide and implement a modern 311 CRM process tailored to the unique needs of <br />Santa Ana. Our multi-channel engagement platform emphasizes human-centered design and customer <br />engagement, offering various options for residents to interact with the city, including an online portal, <br />mobile app, SMS text messaging, push notifications, and email notifications. The system is designed for <br />ease of access, allowing residents to connect with/without creating an account, and features a user- <br />friendly interface with pictures, icons, bilingual access, and ADA compliance. Citizens can track their <br />service requests from submission to completion with real-time updates from city departments. <br />Our solution includes advanced reporting, monitoring, and analytic capabilities to provide city <br />management with insights into common customer issues and city response times. We will develop a <br />unique brand identity for Santa Ana's 311 services, supported by an education and outreach campaign <br />to promote the new system. Comprehensive training will be provided for system users, department <br />heads, and the city's IT team. To enhance transparency, customer request data and resolutions will be <br />holistically shared on the city website. Additionally, we will develop a digital library and FAQ section to <br />provide necessary information, reducing the volume of calls to 311. <br /> <br />We have integrated a ChatGPT-powered Chatbot, enabling residents to access city information instantly, <br />thereby enhancing accessibility and responsiveness. Our solution also includes available APIs to connect <br />with external case management solutions and other systems, ensuring seamless integration and <br />expanded functionality. <br /> <br />The Civita 311 app features Geo-fencing options, allowing the city to manage events efficiently. <br />Residents can check-in into events and track the number of attendees, promoting closer resident <br />engagement. The Geo-fencing setup is managed in the backend and can define entry and exit <br />messages for residents entering or exiting the Geo-fencing area. Additionally, the app supports regular <br />push notifications to residents at the click of a button. <br /> <br />In summary, Rattle Tech's proven experience in deploying 311 CRM systems across various cities <br />ensures that we are well-equipped to meet and exceed the City of Santa Ana's requirements. If <br />selected, we will leverage our vast resources and expertise to ensure the successful implementation and <br />adoption of the 311 CRM solution, significantly enhancing citizen engagement and service delivery for <br />Santa Ana.