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<br />Rattle Tech LLC – Confidential 10 <br />659 W Woodbury Rd Altadena, CA. 91001 <br /> www.Rattle Tech.com <br /> <br />Provide the City with the ability to update the icons/links on <br />the front end of the mobile app in REAL TIME without <br />having to push a new version to the app store. <br /> <br />YES <br />The system allows for <br />real-time updates to <br />icons and links without <br />requiring app store <br />submissions. <br />Provide an opportunity for customers to interact with the <br />system either anonymously or by using an account with a <br />verified e-mail address. <br />a. It must be easy for Citizens to connect to the <br />CRM Application using any channel of their choice, <br />with software expected to minimize barriers in <br />connecting and communicating with the City. <br /> <br /> <br /> <br />YES <br />Users can choose to <br />interact anonymously or <br />via verified accounts. <br />The system is designed <br />to be accessible through <br />various communication <br />channels. <br />The CRM Application software and mobile apps are <br />expected to use pictures, images, and icons along with text <br />to create a user-friendly and intuitive request intake <br />environment, while supporting multiple languages and ADA <br />accessibility. <br /> <br />YES <br />The application <br />incorporates visual <br />elements and text to <br />enhance user experience <br />and supports ADA <br />compliance and multiple <br />languages. <br />The 311 system should be able to integrate with 3rd party <br />systems, App-Order, for Graffiti issues and Trimble <br />Cityworks for future expansion. The City desires the vendor <br />to work with the Graffiti vendor to complete the system <br />integration before go-live. <br /> <br /> <br /> <br />YES <br />Integration capabilities <br />with App-Order and <br />Trimble Cityworks are <br />supported. <br />Provide ability for customers to track their service request <br />from submission to completion. This includes the ability to <br />obtain up-to-date status of requests, estimated days for <br />completion, and view “after work” photos of the completed <br />issue either inside the app or sent as an attachment in an <br />e-mail status update . <br /> <br /> <br /> <br />YES <br />Customers can track <br />requests, view status <br />updates, get estimated <br />completion times, and <br />access “after work” <br />photos via the app or <br />SMS or email updates. <br />Provide improved reporting, monitoring and analytic <br />capabilities with visual indicators to City management, thus <br />generating insight into common customer issues and City <br />delivery and response times. <br /> <br /> <br />YES <br />The system includes <br />advanced reporting and <br />analytics features, <br />offering visual indicators <br />to track customer issues <br />and monitor response <br />times. <br />Provide CRM Applications user training for system users, <br />department leads, and IT support staff. Provide additional <br />technical and functional training to IT team to manage <br />future Applications support. <br /> <br /> <br />YES <br />Training is provided for <br />department leads, IT <br />staff, and ongoing <br />support is included for <br />future application <br />management. <br />Provide ongoing support and maintenance of the system <br />based on an annual fee. <br /> <br />YES <br />Ongoing support and <br />maintenance are offered <br />with an annual fee <br />structure. <br />