To: MAYOR AND CITY COUNCIL
From: JOSEPH HOFFMAN, CHIEF OF POLICE
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APPROVE AN AGREEMENT WITH SPIDR TECH FOR CUSTOMER ENGAGEMENT SOFTWARE FOR A TOTAL AMOUNT NOT TO EXCEED $108,579.40 AND THE TERM FEBRUARY 6, 2024 THROUGH FEBRUARY 5, 2029
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EXECUTIVE SUMMARY
Approval of this Agreement will continue the Police Department's use of existing SPIDR Tech mobile survey analysis services for up to five additional years. SPIDR Tech's mobile survey software has been a highly valuable community engagement and citizen response tool.
BACKGROUND
The SPIDR Tech platform engages citizens that request services through the City of Redondo Beach Communications Center, provides immediate automated messaging specific to their issue, and conducts a mobile survey analysis. This platform provides immediate reporting party acknowledgment messages in most circumstances when a citizen calls the Communications Center and requests services. The Police Department has enabled certain types of calls and events that trigger the messages to be sent and all of the messages have been customized to provide information relevant to the specific incident or event the citizen is calling about. Approximately 80% of all call types have associated messages that can be sent with this platform. Information included in the text message provides confirmation of the request for service, case or incident number, contact information, how to follow up, and links to other useful information.
In addition to the auto response feature, the SPIDR Tech platform implemented a mobile survey feature that allows for reporting party surveys. These surveys provide the Police Department with valuable feedback and the ability to measure community interactions. This feature was enabled for the Police Department in June 2018. Since being enabled, thousands of surveys have been sent out. The surveys are only sent to citizens that have called the Communications Center, requested services, an...
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