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Enterprise staff recommend OpenGov after in‑person demo; council to consider purchase
Summary
City staff and OpenGov representatives demonstrated an integrated public‑service platform that would centralize permitting, CRM/311, utility billing and asset management; staff recommended OpenGov after testing 16 vendors and proposed a phased rollout beginning with CRM/311 this year.
City staff recommended the cloud platform OpenGov after an in‑person demonstration to the Enterprise City Council, saying it could consolidate permitting, customer service (CRM/311), utility billing and asset management.
Staff said they screened 16 vendors and narrowed the list to three candidates before asking OpenGov to demo on site. Jake Toy, OpenGov’s regional team lead, walked council through public portals for business licensing and permitting, a citizen-facing CRM/311 ticketing system, an enterprise asset‑management map tied to GIS, and utility‑billing views showing balances and usage trends. Technical specialists demonstrated a mobile field app, an outage/CRM map, automated SMS/email notifications, and API-driven integrations.
City staff described the project as phased. The CRM/311 module is the top priority and staff and the vendor said it could be live by Oct. 1 if the council approves and the implementation plan holds. Staff emphasized that data migration of existing records is included, that training and on‑site implementation days are part of the vendor scope, and that the vendor proposed a large portion of implementation labor to avoid overburdening city staff.
Council and staff members asked about mobile compatibility, single sign‑on, open APIs for future integrations, timeline and whether residents who lack internet access would still be served. OpenGov said the system is mobile‑compatible, supports a single account across modules and provides a robust API. The vendor said it offers year‑round expert services and on‑site trainings for new staff beyond go‑live.
City leaders stressed that implementing online services would not eliminate in‑person service: residents who prefer to pay or apply at city hall would still be able to do so. Council members and a public commenter urged staff to ensure provisions for residents without smartphones or broadband access.
Next steps: staff asked council for a thumbs‑up to move forward toward contract negotiation and a formal vote at a future meeting. If approved, staff intends a phased contract allowing CRM/311 to go live first, with accounting, budgeting and permitting modules following under a multi‑phase implementation plan.
