Focus Area: Exceptional Services
Staff Contact: Erin Vader, Ronni Decker
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title:
title
Consideration of renewal of contract with Qualtrics for Experience Management Software, Licensing, and Services.
Body
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recommended motion(s):
Approve as part of the consent agenda.
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Summary:
Since 2018, the City of Olathe has used Qualtrics to collect feedback from residents and
employees and improve delivery of City services. The platform capability has expanded
beyond surveys to support volunteer program data, customer behavior analytics with digital
engagement tracking, and integration of operational and customer experience data.
Qualtrics provides near real-time insights that help departments identify trends, address
concerns, improve responsiveness and make informed decisions. This supports the City’s
commitment to transparency, accountability, and continuous improvement.
Qualtrics also enables timely follow-up on resident concerns, improves issue resolution
and provides consistent reporting across departments to help leadership monitor performance
and maintain high service standards.
The software is available through a cooperative government purchasing contract (GSA),
ensuring compliance with public sector procurement requirements.
Staff recommends approval of the Qualtrics contract through July 2029. The multi-year
agreement provides cost stability while allowing the City to continue leveraging data-driven
insights to continually improve services, increase responsiveness, and enhance the
customer experience while maintaining a consistent, data-driven approach to serving
the community.
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Financial Information:
City staff negotiated a three-year, no cost increase over the City’s current annual contract rate. Budgeted expenditures over the next three years fall within the Exceptional Services budget:
|
2027 |
$198,295.92 |
|
2028 |
$198,295.92 |
|
2029 |
$198,295.92 |
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Attachment(s):
A. Contract