City seeks renewal of Salesforce licenses for 311 portal; annual maintenance near $461,000

Peggie told the Spokane City Council that the city's Salesforce-based CRM and 311 portal require an annual subscription renewal that runs from May through April of the following year and that the maintenance cost in the packet is "just under $461,000." She said the package includes multiple license types and that the portal itself contains roughly 2,002 citizen-facing licenses, while other back-office license types are included for staff use.

Why it matters: The Salesforce platform supports 311 intake and case management; the multi-hundred-thousand-dollar maintenance contract is a recurring budget item with multiple license types and counts that affect departmental costs.

Details: Councilors asked whether the packet could include an itemized license count and Peggie said staff could add the actual counts in the packet. Council members expressed concern about the scale of licensing and asked follow-up questions about how many licenses are portal-facing versus internal back-office licenses.

Next steps: Staff agreed to include a breakdown of license types and counts in the packet for council review prior to final approval.