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LCC discusses renegotiated IndiGov CRM deal as members raise usability and adoption concerns
Summary
The Council heard that the second year of the IndiGov constituent-relationship contract was renegotiated to mirror the first year (150 licenses) and that the second-year cost will be $288,000 (setup fee excluded); several legislators reported poor usability and low adoption and agreed to revisit the contract in September.
Tom Day briefed the Legislative Coordinating Council on the IndiGov constituent-relationship management contract that the legislature signed in December 2024. He said the original agreement covered 150 licenses for the first year; the Council’s subcommittee negotiated the second year back down to the first-year level with the same 150-license baseline and the option to purchase additional licenses individually.
"No, sir. We will be paying $288,000 because the setup fee is not included," Tom Day said when asked about the expected second-year cost. He added the setup fee (about $35,000) is not included in the $288,000 figure and said the contract’s new end date is December 17. He also stated the reviser’s office reviewed the subscription and that there was no practical way to exit the contract, so the subcommittee sought a price reduction.
Several legislators raised concerns about usefulness and adoption. Senator Sykes said the system "was not user friendly" and that some offices stopped using it. Representative Brandon Woodard and others described calendar and mobile issues, lack of quarantining for mass email, and that the system sometimes failed to recognize a person as a constituent unless the expected email matched. Woodard said his office had "multiple troubleshooting efforts" and described calendar invites being "lost in the abyss." Representative Carpenter said his office coordinated custom settings with IndiGov and found it workable after customization.
The Council confirmed the renegotiated contract end date (December 17) and that a 90-day notice is required to decline renewal; members agreed to revisit the IndiGov contract at the September LCC meeting so any nonrenewal decision can be made with proper notice.
