Aurora committee approves Granicus OneView to centralize citizen service requests
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Summary
Council committee authorized a Granicus OneView amendment with an annual cost of about $68,292 and a one-time migration fee; officials highlighted integration with existing Granicus services, mobile reporting, Esri GIS and Spanish-language support as benefits.
The Aurora Finance Committee approved an amendment to the city's Granicus services to add the OneView service request management module, with an annual cost of roughly $68,292 and an implementation/data migration one-time fee noted in the packet.
Tony Martinez, the city's chief communication and marketing officer, said the OneView product will provide a consolidated "3-60 view" of resident interactions across web forms, email, SMS and the city's engagement tools, and will include a mobile app that geolocates issues and integrates with the city's Esri GIS system to let residents identify the specific streetlight, tree or asset in question. "It really gives us the tools and guidance and data to resolve the request that do come in on a daily basis," Martinez said.
Martinez emphasized multi-language functionality, saying the platform can automatically present Spanish-language interfaces when a device is set to Spanish. Staff said the system offers reporting by ward to help elected officials track constituent contacts.
Committee members asked that both the recurring cost and the one-time migration fee be made explicit in the subject line of the item so the public and council could see the full financial picture. The committee approved the amendment and implementation plan; staff noted third-party support will assist with data migration and a business-process review to align systems.
