title
Software for Monitoring GRU Web Sites' Activity (NB)
explanation
In an effort to enhance the web team's ability to proactively monitor, diagnose, and resolve performance issues experienced by GRU's web site customers (www.gru.com and www.gru.net), staff performed an in-depth review of software with such capabilities.
The primary objective of the web team is to optimize the use of staffing resources, resulting in better service to its customers. Software that electronically monitors the web systems for errors encountered by customers and instantly sends notice to staff with a reconstruction of the event allows for immediate diagnosis of how a problem occurred and affords an opportunity for GRU programmers to focus on developing applications to remedy the problems. With prompt error notification, staff can quickly work on solutions, reducing the number of impacted customers. In addition, web content specialists can focus on customer support.
A second objective for staff is to better understand and anticipate web customers' wants and needs. The software monitors customer activity on the web sites (no personal identifying information is collected) and compiles informative reports to the web team of which features are most often used as well as other statistics so that the utility can better customize the sites for its customers. This information will be recorded and stored.
Staff researched software products, thoroughly evaluating the top two software products capable of performing these tasks. The best evaluated product capable of performing the desired functions is RealiTea software, licensed by TeaLeaf Technology, Inc. The product has significantly more functionality than other top software products at a lesser cost. The software cost is $25,000 with the first year's maintenance fee an additional $4,500. Staff estimates that an additional $1000 will be required to cover consulting support for the initial set up of the system.
recommendation
The City Commission: 1) authorize the General Manager or his designee to negotiate and execute a software license, maintenance and service agreement with TeaLeaf Technology, Inc., subject to approval of the City Attorney as to form and legality and 2) issue a purchase order in the amount of $30,500 for the software, consulting support and the maintenance fee for the first year.
fiscal impact
Funds for this software have been included in the Utilities capital budget.
drafter
Prepared by: George T. Arola, Information Systems Director
Submitted by: Michael L. Kurtz, General Manager