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City staff preview Access Albany 3‑1‑1 app; board questions ownership, data and integration
Summary
City staff demonstrated Access Albany, a SeeClickFix/CivicPlus 3‑1‑1 platform, outlined features, a September marketing push and first‑year cost, and answered board questions about ownership, customization and AMI integration.
City staff presented Access Albany, a new SeeClickFix/CivicPlus‑based 3‑1‑1 portal the city will use to receive and route service requests. Ms. Monk said the product supports geo‑routing, multilingual submissions, photo attachments, real‑time status updates for registered users and internal dashboards for departmental KPIs.
Nicole Sprawl, the 3‑1‑1 call‑center supervisor, explained that reports submitted through the portal will create service tickets routed to the appropriate department and that departments can set their own SLAs and escalation rules. Ms. Monk said the city has soft‑launched the site and plans a media campaign in September; staff will remove the legacy QAlert app from public app stores beginning Sept. 1 and deactivate public access to QAlert on Oct. 1 while maintaining backend access during the transition.
Board members asked whether the city owns the app and whether customization or integration with the AMI system is feasible. Mister Dawson replied, "The app is actually owned by SeeClickFix/CivicPlus… we do not have access to the source code," but added the city can heavily customize the portal and embed links in other city apps or websites. Staff said the first‑year cost was quoted at approximately $39,382.58 and that the vendor offers pricing incentives for longer terms; the city plans an initial one‑year subscription with review of multi‑year options.
Members also requested that staff share launch dates and marketing details with constituent groups. Staff said they will return with additional contract language and a timeline for implementation and for possible AMI or billing integrations.
Next steps: staff will proceed with procurement steps, share dates with stakeholders and return with contract recommendations and integration options.
