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RATTLE H Executive Summary Rattle Tech's approach to the City of Santa Ana's 311 Citizen Relationship Management (CRM) software solution leverages our extensive experience and proven success in deploying 311 CRM systems across various cities. Our existing 311 CRM mobile app already includes all mandatory features required by the RFP, ensuring a comprehensive and seamless implementation. Rattle Tech will provide and implement a modern 311 CRM process tailored to the unique needs of Santa Ana. Our multi -channel engagement platform emphasizes human -centered design and customer engagement, offering various options for residents to interact with the city, including an online portal, mobile app, SMS text messaging, push notifications, and email notifications. The system is designed for ease of access, allowing residents to connect with/without creating an account, and features a user- friendly interface with pictures, icons, bilingual access, and ADA compliance. Citizens can track their service requests from submission to completion with real-time updates from city departments. Our solution includes advanced reporting, monitoring, and analytic capabilities to provide city management with insights into common customer issues and city response times. We will develop a unique brand identity for Santa Ana's 311 services, supported by an education and outreach campaign to promote the new system. Comprehensive training will be provided for system users, department heads, and the city's IT team. To enhance transparency, customer request data and resolutions will be holistically shared on the city website. Additionally, we will develop a digital library and FAQ section to provide necessary information, reducing the volume of calls to 311. We have integrated a ChatGPT-powered Chatbot, enabling residents to access city information instantly, thereby enhancing accessibility and responsiveness. Our solution also includes available APIs to connect with external case management solutions and other systems, ensuring seamless integration and expanded functionality. The Civita 311 app features Geo-fencing options, allowing the city to manage events efficiently. Residents can check -in into events and track the number of attendees, promoting closer resident engagement. The Geo-fencing setup is managed in the backend and can define entry and exit messages for residents entering or exiting the Geo-fencing area. Additionally, the app supports regular push notifications to residents at the click of a button. In summary, Rattle Tech's proven experience in deploying 311 CRM systems across various cities ensures that we are well-equipped to meet and exceed the City of Santa Ana's requirements. If selected, we will leverage our vast resources and expertise to ensure the successful implementation and adoption of the 311 CRM solution, significantly enhancing citizen engagement and service delivery for Santa Ana. Rattle Tech LLC — Confidential 659 W Woodbury Rd A@adona, CA. 91001 w .Rattle Tech.com