HomeMy Public PortalAbout05. Agreement with Granicus - Website Redesign and Hosting ServicesClaremont City Council
Agenda Report
File #:4916 Item No:5.
TO:ADAM PIRRIE, CITY MANAGER
FROM:JAMIE EARL, ASSISTANT CITY MANAGER
DATE:NOVEMBER 14, 2023
Reviewed by:
City Manager:AP
SUBJECT:
AUTHORIZATION TO ENTER INTO AN AGREEMENT WITH GRANICUS FOR WEBSITE
REDESIGN AND HOSTING SERVICES (FUNDING SOURCE:AMERICAN RESCUE PLAN ACT
FUND)
SUMMARY
The City’s website was established in 1998,and was redesigned in 2005 and again in 2014.The
2014 redesign primarily focused on improving the website’s appearance and featured the latest
website content management system at that time.Since then,technology has significantly changed,
as have the preferences of technologically savvy users.More citizens are using mobile devices to
search the City’s website,which has increased the need for a responsive website that can be used
on a variety of devices.
In May 2022,the City Council approved the use of $100,000 in American Rescue Plan Act (ARPA)
funds for the redesign of the City website.The proposed new website will dramatically improve the
ability of citizens,visitors,and businesses to easily access information,engage with staff,request
services,report problems,submit applications,and navigate City processes.Additionally,the new
website will integrate accessibility features,convert information into multiple languages,utilize the
latest security protocols, and comply with State and Federal law.
RECOMMENDATION
Staff recommends the City Council:
A.Authorize the City Manager to enter into a five-year agreement with Granicus in the amount of
$465,254 for website design and annual hosting and maintenance services; and
B.Appropriate $90,813 from the American Rescue Plan Act fund website redesign services and
subscription fees for the first year of the agreement (2024-25).
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ALTERNATIVE TO RECOMMENDATION
In addition to the recommendation, there is the following alternative:
·Request additional information from staff.
FINANCIAL REVIEW
The total cost of the website redesign and five-year service agreement is $465,254.The cost for the
initial website redesign is $131,000 and the subscription cost for the first year (2024-25)is $59,813,
or a total of $190,813.
Subscription fees for the second through fifth year of the agreement are as follows:
Subscription Fees 2025-26 2026-27 2027-28 2028-29
Government Experience Cloud,
EHQ Unlimited,
Communications Advanced
Cloud, Open Cities Licenses,
Open Forms License
$63,094 $66, 605 $70,361 $74,381
The City currently budgets $9,500 for annual subscription fees for the current website.This cost
includes hosting the current website,minimal updates,and access to online help articles.Following
the new website redesign,the City will be paying annually for seven online platform subscriptions and
licenses including cloud-based hosting,security monitoring,24/7 training and assistance,a password
protected and secure intranet site,unlimited databases for communication tools,integration with third
-party sites and City social media accounts, search functions, and ADA compliance tools and reports.
To fund the redesign and subscription fees for the first year of the agreement,staff recommends the
appropriation of $90,813 from the American Rescue Plan Act fund.Funding in the amount of
$100,000 was previously appropriated for this project by the City Council in May 2022.Funding for
the annual subscription fees for the remainder of the agreement term will be included in future
budgets of the Administrative Services Department.
This purchase is a professional service that does not require bidding and complies will all City
purchasing guidelines. Contract documents are available for review in the City Clerk's office.
The staff cost to prepare this report and administer this contract is estimated at $3,300 and is
included in the operating budget of the Administrative Services Department.
ANALYSIS
The City’s website (www.ci.claremont.ca.us)is one of the organizations most important methods for
sharing information with the public.The website is a heavily used resource that provides readily
accessible information to the public 24 hours a day,seven days a week.It is consistently used by
City staff to respond to citizen inquiries and requests.
The City first established a website in 1998.In the 25 years since its launch,the City has expanded
its online presence with enhancements and updates to the “look”and “feel”of the website.The City’s
website was redesigned in 2005 and again in 2014.Today,the City’s website is visited by an average
of 175,000 users per month.During the pandemic,this number almost doubled.The City’s website is
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of 175,000 users per month.During the pandemic,this number almost doubled.The City’s website is
often the first and only impression citizens and visitors have of the City of Claremont.
In the ten years since the City’s last website redesign,technology has greatly improved and
municipal websites provide a more interactive and transactional experience.A new municipal website
will offer more than static information,including requesting services,paying for services,enhanced
search features,and more.Additionally,new legislation requires more accessibility and transparency
for municipal websites.
In preparing for a new website, staff identified the following needs:
·Content Management System that is intuitive and easy to use by staff from all departments;
·A website design and navigation that is not department-centric but user-focused;
·Information dissemination system;
·Enhanced search features;
·Improved customer experience - including interactive and self-serve 24/7 web services;
·Offsite cloud hosting;
·Versatile solution that can be run on desktop and mobile, and any screen size;
·Modular platform that can be upgraded if necessary in the future;
·Secure Intranet for internal staff use;
·Ongoing ability to take advantage of innovative trends to support the needs of the City and its
citizens;
·Migration and optimization of existing content;
·Improved integration and user experience with third party web services;
·Compliance with ADA requirements; and
·Improved data security and data recovery.
At the City Council Priorities Workshop in February 2021,an objective was created to invest in the
City’s technology infrastructure,including an update and redesign of the City’s website.In May 2022,
the City Council approved the use of American Rescue Plan Act funds and allocated $100,000 for a
new website.
Staff has researched several website providers specializing in public agency web solutions.The
solutions offered by each vendor vary greatly based on proprietary software.Staff narrowed the
search for a website vendor to two leading municipal website providers;CivicPlus and Granicus.
Granicus,formerly Vision,is the City’s existing website provider.A team of staff,including the City
Manager,Assistant City Manager,Assistant to the City Manager,and Public Information Officer were
presented with demonstrations of each company’s products.Based on input from staff,additional
services were requested from each vendor including enhanced forms,integration with third parties,
payment solutions,and accessibility tools.The City’s Information Systems Officer also met to discuss
security, hosting, and technical requirements with Granicus representatives.
Granicus was selected based on its qualifications,strategic approach to the project,design
capabilities,unique cloud-based tools,integration with the City’s third-party applications,and
extensive experience in developing award-winning websites for public agencies.
As proposed,the new website project would include the design,navigation,content management
system,communication tools,intranet,interactive forms,accessibility tools,and staff training.The
new website will be accessible on mobile devices and respond to the user’s preferences for
language,text to voice,font size,and other options for users with special needs.Using Granicus’
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language,text to voice,font size,and other options for users with special needs.Using Granicus’
Open Cities platform,the user experience will be personalized and customizable by both staff and
users.
If approved, Granicus will complete the following:
·Evaluate the websites existing analytics;
·Deploy analytical tools to capture user interactions with existing site;
·Heat map the site to determine user behavior on existing site;
·Test proposed navigation on test groups;
·Design, develop, and implement the City’s next generation website;
·Migrate 200 pages of existing content selected by staff;
·Deploy and host new website;
·Provide communication tools to engage with citizens including push notifications,e-
newsletters/sign-up portal, SMS/Text and social media integration; and
·Train users.
On an ongoing basis, Granicus will also provide the following:
·Hosted environment, data protection, and recovery;
·Enterprise grade security;
·Content Management System Licensing;
·Communication Advanced Cloud License;
·Open Cities License;
·Engagement Headquarters (EHQ) License;
·Technical upgrades;
·User training; and
·24-hour technical support.
A complete description of services that will be provided under the agreement are included as an
attachment to this report.
The goal of the project is to create a user-friendly,citizen-focused website.It is estimated that this
project from initial design to the site launch will span approximately nine to twelve months to fully
complete.Additionally,the City has registered and been approved for a .gov domain,which is the top
-level domain for US-based government organizations.When the new site is launched,the City
website URL address will be www.claremont.ca.gov.An informational campaign will accompany the
new website launch.
RELATIONSHIP TO CITY PLANNING DOCUMENTS
Staff has evaluated the agenda item in relationship to the City’s strategic and visioning documents
and finds that it applies to the following City Planning Documents:Council Priorities,General Plan,
and the 2022-24 Budget.
CEQA REVIEW
This item is not subject to environmental review under the California Environmental Quality Act
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(CEQA).
PUBLIC NOTICE PROCESS
The agenda and staff report for this item have been posted on the City website and distributed to
interested parties. If you desire a copy, please contact the City Clerk’s Office.
Submitted by:Prepared by:
Jamie Earl Bevin Handel
Assistant City Manager Public Information Officer
Attachment:
Granicus Description of Products
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Order #: Q-301833
Prepared: 08 Sep 2023
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PRODUCT DESCRIPTIONS
Solution Description
Government Experience Cloud Government Experience Cloud is a purpose-built software-as-a-service
(SaaS) solution that helps local government transform the resident
experience to better connect, engage, and serve constituents by
increasing workflow efficiencies and maximizing existing technology
investments, such as integrations into traditional back-office enterprise
solutions.
EHQ Unlimited Unlimited engagement package for teams;
·Annual subscription
·Unlimited engagement projects per year
·Three Site Administrators
·Unlimited Project Administrators
·Access to all standard tools including embeddable Surveys/polls,
Forums, Guestbook, Stories, Q&A, Ideas, Places and Newsfeed
·Customizable registration form and Participant Relationship
Manager (PRM)
·Appearance editor for homepage management, branding and
styling
·Access to reporting and analysis tools including Survey Analysis,
Text Analysis with sentiment, tool and project dashboards,
customizable PDF survey reports and downloadable excel reports
·Newsletters for project updates and project communication
·24/7 independent moderation, in-app chat and email support,
access to Helpdesk and Granicus Community.
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 6 of 18
Solution Description
Communications Cloud The Cloud is a Software-as-a-Service (SaaS) solution that enables
government organizations to connect with more people. By leveraging the
Cloud, the client will be able to utilize a number of different outreach
mediums, including email, SMS/text messages, RSS feeds, and social media
integration to connect with its target audiences. The Cloud includes:
·Up to 99,999 Potential Users
·Unlimited email sends with industry-leading delivery and
management of all bounces
·Support to upload and migrate existing email lists
·Access to participate in the GovDelivery Network
·Ability to send mass notifications to multiple devices
·24/7 system monitoring, email and phone support during business
hours, auto-response to inbound messages from end users, and
emergency support
·Text-to-subscribe functionality
·Up to 2 Web-hosted training sessions annually
·Up to 50 administrators
·Up to 1 GovDelivery account(s)
·Access to a complete archive of all data created by the client for
18 months (rolling)
·Up to 3 hours of message template and integration development
·Up to 100 subscription topics
·Up to 100,000 SMS/text messages per year from a shared short
code within the United States*
*International numbers are not supported. SMS/text messages not used in
the period of performance will not carry over to the following year.
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 7 of 18
Solution Description
OpenCities Intranet License Help all employees find and view the information they need through an
elegant and intuitive online Intranet portal. Deliver content to specific
employee groups securely. Enable HR functions such as company
communications, vacation calendars or new hire onboarding. Organize
policies. Surface and search key content. The OpenCities intranet provides
a turn-key solution that captures years of local government digital
learnings to bring people, processes and information together, providing
your teams with everything they need to do their job better.Delivered as a
mobile friendly, ADA / WCAG compliant, continually evolving cloud
solution, an OpenCities Intranet is fast to deploy, easy to scale and
provides the user experience a modern intranet needs. - OpenCities
Project Manager from kick-off to go-live- Use the full power of OpenCities
page types, content types and modules to create a functionality rich
intranet- Staff directory and organization chart that syncs automatically
with your Microsoft Azure Active Directory to ensure the information is
always up to date- Enhance collaboration and communication with
message boards- Allow users to create profiles, news, events and message
boards in the intranet, without needing to access the CMS back-end-
Does not include implementation services
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 8 of 18
Solution Description
Granicus Web - Advanced
Package
The Advanced Package provides a citizen-focused website with a
comprehensive UX Design process. This package utilizes the full CMS
capabilities to create a unique data-driven homepage layout. It is
recommended for organizations with a medium/large website
implementation team with the capacity to immerse in a discovery
engagement and work in partnership with Granicus to create a website
with a high-end design, content structure, and usability.
This package includes:
·Professional Project Management - Weekly / bi-weekly
communication
·Advanced UX Consultation, which may include one (1) or more of
the following based on consultation with client:
o One (1) site analytics report based on Google Analytics
o One (1) homepage heatmap PDF report with key findings
o One (1) internal stakeholder survey - One (1) community
survey PDF report with key findings - One (1) remote user
testing of top tasks
o Two (2) modular homepage wireframes
·One (1) Information Architecture (IA) Package (Full IA)
o Goals alignment kick-off, data audit, user engagement
(tree testing or card sorting)
o Recommendations & Implementation Report - including
new information architecture map
·One (1) Content Rationalization Package (basic)
o Best practices review, one (1) hour session
o Site scrape loaded into AIM framework document
·One (1) Department Usability Workshop
o Up to three (3) organizational units
·One (1) Visual Design Package
o One (1) homepage design concept
o Interior page sample
o Mobile version sample
o Up to three (3) rounds of design revisions
·All CX features – choose from Granicus library
·Development/CMS Implementation
·Content Migration - up to two hundred (200) pages
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 9 of 18
Solution Description
·QA & Accessibility Report
·Up to twenty-four (24) hours of remote training; each session is
designed for up to ten (10) attendees
o Three (3) non-consecutive sessions for content authors.
Each session has a duration of three (3) hours
o One (1) session for website administrators. This session has a
duration of two (2) hours
o Two (2) “beyond the basics” sessions. Each session has a
duration of three (3) hours
o Three (3) accessibility training sessions. Each session has a
duration of two (2) hours
EHQ Standard Implementation EHQ Standard Implementation for training and onboarding;
·Site delivery and onboarding details
·Scheduled kick-off call to discuss goals and implementation
process
·Site Admin training on EHQ platform
·Site review and quality assurance checks prior to launch
EHQ Online Training Sessions Two 90 minute online training sessions for EHQ.
Communications Cloud - Setup
and Configuration
The Cloud is a Software-as-a-Service (SaaS) solution that enables
government organizations to connect with more people. By leveraging the
Cloud, the client will be able to utilize a number of different outreach
mediums, including email, SMS/text messages, RSS feeds, and social media
integration to connect with its target audiences. The Cloud setup and
configuration includes:
·The implementation consultant will be assigned to Recipient during
the setup process for up to 90 days
·Unlimited access to Web-based recorded trainings and online help
for administrations on the following topics: standard Messaging, the
GovDelivery Network, Automation, Mobile and Analytics
·Up to 2 Web-hosted training sessions that must be used within 180
days of Kickoff
·Up to 5 hours of message template and integration development
that must be used within 90 days of Kickoff
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 10 of 18
Solution Description
Communications Cloud -
Online Training
Provides a balance of Product knowledge and industry best practices to a
specific audience. Sessions are delivered by product experts via
videoconferencing technology.
Communications Cloud
Advanced Package
The Advanced Cloud Module gives government communicators better
insight into the needs of citizens and improves their ability to enhance
online transactions, promote behavior change through public awareness,
and improve citizen engagement. The Advanced Cloud Module adds
streamlined marketing capabilities that incorporate greater degrees of
audience segmentation, personalization, message testing, and mobile
engagement. The Advanced Cloud Module includes:
·Dynamic segmentation around bulletins, engagement, and
question (e.g. zip code)
·Canned campaigns for re-engagement and new subscriber
onboarding
·Testing: Simple (A/B, 10/10/80)
A subscription for the Advanced Cloud Module is dependent on an active license for the
GovDelivery Communications Cloud.
Training - OpenCities 2.5 hour OpenCities training session for up to 20 people, delivered
online, covering one of these topics:
·Site Admin training
·Content Publisher training
·Power Publisher training
OpenCities Intranet License
(With Design) - Design Package
This package includes:
• Landing page – a carbon copy of the main website homepage
layout and functionality
• Unique design theme, including color palette for landing and interior
pages
• Development/CMS Implementation
• Ability to refine homepage content via CMS widget settings
• Individual navigation structure
• Individual domain name
• Individual search capabilities
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 11 of 18
Solution Description
OpenCities SaaS License The OpenCities platform allows you to launch modern, easy to use
websites that evolve to put the needs of your community at the center.
The SaaS License includes:
·All OpenCities out of the box functionality (excluding
optional/premium modules priced separately)
·Platform setup and full project management
·Managed cloud hosting via Microsoft AzureGov
·Ongoing security updates
·Ongoing product updates and enhancements
·WCAG AA Accessibility maintained perpetually
·99.9% up-time guarantee and 24/7 support for Priority 1 issues (per
SLA)
·Comprehensive SLA and Support Ticketing system
See subscription agreement for details.
Granicus Web - AzureAD
Connector - Services Setup and
Configuration Package
The Azure AD connector integrates with your Microsoft Active Directories
(via AzureAD, not on-prem), giving staff the convenience of a single sign-
on experience and automatically mapping the appropriate roles and
permissions in the CMS to relevant AD users.For your intranet, the Azure AD
connector powers your staff directory and organization chart to ensure
they are dynamically updated regularly. This connector may be used for
your web, intranet, and subsites.
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 12 of 18
Solution Description
GXG Information Architecture Updating your website’s Information Architecture (IA) is key to improving the
overall user experience. Our IA process involves website data analysis, user
research and user testing, and other best-practice methodologies that serve to
seamlessly bridge your goals with user needs. This effort will result in a strategic and
scalable approach to content priorities, a development of a navigation structure
for your new site, and the creation of an actionable implementation strategy for
your existing content. Activities include:
• Kickoff: Align on goals, expectations, timelines, and deliverables
• Data Audit: We'll review surveys, Google Analytics, and any other piece of data
to get a sense of how the website is currently utilized, what the user priorities are,
and how the current content is meeting their needs.
• User engagement: Conduct up to one (1) card sort with up to forty (40) external
users OR up to one (1) tree test with up to forty (40) external users
Deliverable:
• Recommendations & Implementation Report. Includes new Information
Architecture map, connecting individual pages to their new categories and
location in the site tree Assumptions:
• Covers analysis and IA for sites with up to 2,500 URLs.
• Three-month period of performance to be completed within the contract period.
• Does NOT include a content audit.
• Does NOT include content creation.
• Client sources external users for testing. • Does NOT include document review.
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
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Solution Description
GXG Digital Services Academy Digital transformation is more than just creating PDFs as online services. It's
about creating a digital experience that starts long before the user gets to
the online form.
GXG experience strategists will help your team think about your top
services through a user experience lens, focusing on journey mapping, user
stories, content improvement, user testing, and smart forms that include
workflows and smart logic, learning how to support an improved user
experience from the start. The Digital Services Academy lays the
foundation for better government websites, empowered teams, and
engaged users. Activities include:
·Insights Session. One (1) 30-min virtual meeting prior to the DSA with
GXG and client to align on goals, dates, participants, and services.
·Services review. Following the Insights Session, GXG will review each
service selected to validate workshop feasibility.
·Digital Services Academy. At least one GXG team member will be
virtual with your team to facilitate up to three (3), 2.5-hour
workshops over the course of one week, on Monday, Wednesday
and Friday, for example.
Assumptions:
·Sold as Firm Fixed Price (not Time & Materials).
·Assumes a 1-month level of effort to be completed within the
contract period.
·Assumes the client has manual PDFs or use another digital tool.
·No more than 20 participants for each session. Each participant
should attend all three sessions.
·NOT for clients that mainly use third-party applications for all
services.
·NOT for clients that have a centralized content creation model.
Order Form
Claremont, CA
Order #: Q-301833
Prepared: 08 Sep 2023
Page 14 of 18
Solution Description
GXG Writing for the Web
Workshop
Content is the most important element of a website. We believe in using
best practices to standardize and promote consistency. There's no better
time to completely revamp your content than when you're updating your
website and moving to a new CMS. We'll teach your team how to
undeniably sound like the agency and focus on the user, helping you
mature your communications and services over time. Services include:
·Workshop kick off: align on goals, dates, and participants / services
·Services review: review every service selected to confirm workshop
feasibility
·One 3-hour workshop (remote)
Sold as Firm Fixed Price (not Time & Materials). Assumes a 2-week level of
effort to be completed within the contract period. Assumes the client has
manual PDFs or use another digital tool. NOT for clients that mainly use
third party applications for all services. NOT for clients that have a
centralized content creation model (1-2 Content Authors/Publishers for the
entire website)
Advanced Package - Setup
and Configuration
Implementation includes:
·Access to an implementation consultant for up to 90 days
·Access to online training documentation around advanced
account functions and capabilities
·Up to 2 Web-hosted training sessions within 180 days of kickoff
·Up to 5 hours of message template and integration development
within 90 days of kickoff
The implementation process takes four to six weeks, on average,
depending on the availability of stakeholders and/or current GovDelivery
Communications Cloud experience.
Advanced Package - Online
Training
Provides a balance of Product knowledge and industry best practices to a
specific audience. Sessions are delivered by product experts via
videoconferencing technology.
Order Form
Claremont, CA
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Solution Description
Accessibility (Web-only) Training
and Consultation-Standard
Granicus will provide a front-end website design, excluding third-party
tools, compliant with WCAG 2.0 upon completion and only to the extent
validated by Granicus' accessible content formatting and testing process.
This service includes standard training and services to help the client get
started creating and maintaining an accessible website.
·Design website in compliance with WCAG 2.0 standards
·Test website to WCAG 2.0 standards using automated tool
·Develop the client's accessibility statement
·Training in accessibility-focused CMS functions
·Reformat up to 25 of the client's pages to comply with WCAG 2.0
standards
·Onsite Web Accessibility Training in accessibility-focused CMS
functions, including what the standards are, why they are
important and how to create compliant content
OpenForms Enterprise License
(60 users, 200 forms)
OpenForms is a digital forms builder specifically designed for Government.
Government services can be complicated, but the experience for the
residents accessing them shouldn’t have to be. OpenForms is perfect for
the business of government, with capabilities that will help you convert
complex, multi-page forms and processes into simple, step-by-step online
forms that adjust based on customers responses.The Enterprise plan to
accelerate digital transformation for up to: 60 users, 200 published
forms.Key features include:- Workspaces- Response workflows- Custom
documents (Certificates, permits, formal letters & more)- Form versioning &
scheduling- Drag and drop form builder- Display logic and calculations-
Payments- Insights dashboard- Form analytics- Support team access- Save
responses- Unlimited responses- Data connections and API access- Up to:
50GB file uploads, 2,000 web API calls per hour, 20 custom documents per
form
Setup and configuration
package: OpenForms License
Setup and configuration of OpenForms
Training: OpenForms 1.5 hour OpenForms Training session for up to 25 people, delivered
online.