Item 23 - Agreement for Field Training Management and Community Engagement Software

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Field Training Management and Community Engagement Software August 20, 2024 Page 2 would like to continue using the PowerReady software for another one-year period once the current subscription expires in March 2025, extending the subscription to March 2026. SAPD's Communications Division plays a critical role in the Department's efforts to provide police services with integrity, respect, and compassion. With an average of 10,000 calls for service dispatched every month, most police interactions originate in the Communications Division and set the stage for public perception of services provided. A critical function of the Communications Division is to ensure a high level of customer service to our citizens by keeping them informed about the status of their calls. PowerEngage by PowerDMS is the complete citizen engagement software and feedback solution for law enforcement and emergency communications. It keeps citizens informed, measures community satisfaction, and boosts morale with one automated solution. The software sends automated text messages to callers to keep them informed about their call while providing information such as the nature of their call, their incident number, and the date and time they called. PowerEngage generates text messages when a call for service is pending for an extended period of time (longer than 60 minutes). The message will update the caller on the status of their call, such as when an officer has been dispatched and is en route. Once the call is closed, PowerEngage can automatically send a text message asking the caller for feedback on their interaction with the Police Department using their survey tool. The survey tool can help improve services, identify department deficiencies, and receive positive reinforcement from the community. In researching for an automated text message and survey software platform, only two companies were identified that offered this type of product. PowerEngage was the most cost-effective option for a two-year agreement. This software system will require interface with the computer -aided dispatch (CAD) and records management system (RMS). Therefore, complete implementation of this system may take four months. Upon conclusion of the agreement, staff will evaluate the effectiveness of PowerEngage and analyze the outcomes. If the software platform is successful, a new procurement will be conducted to ensure best value for the community. Funding for this platform was approved by City Council as a recurring addition to the annual budget. ENVIRONMENTAL IMPACT There is no environmental impact associated with this action. FISCAL IMPACT Funds are available in the FY 2024-25 budget and funding for subsequent fiscal years will be included in the proposed budget for City Council consideration as follows: