Citizenserve General Technical Features Q&A

The following questions were included in a formal Permitting and Land Management System Request for Information from a city of about 62,500 residents.  Read our responses below for general technical information about  Citizenserve's e-government software solution.

2.1.1. Describe your software licensing model.

Citizenserve Response: Citizenserve is only offered on a subscription basis.

2.2.9. Provide details on what browsers, browser versions are supported and what Windows operating systems are supported.

Citizenserve Response: Citizenserve is device and browser independent and can be used on any modern browser.

2.3     Servers and Databases

2.3.1. Describe the server environment required for your solution.

Citizenserve Response: Citizenserve is a multi-tenant cloud-based Software-as-a-Service solution.  No server hardware or software is required.

2.3.2. Describe the server minimum specifications (e.g., OS, RAM) needed for each of the required servers.

Citizenserve Response: Citizenserve is a multi-tenant cloud-based Software-as-a-Service solution.  No server hardware or software is required.

2.3.3. Describe the database versions, and patch levels supported as of January 2020. Include a sequence of preferred databases supported by the vendor based on the most stable and best performing platform for the solution.

Citizenserve Response: Citizenserve is a multi-tenant cloud-based Software-as-a-Service solution.  No server hardware or software is required.  End users can use any device and any browser to access the software.

2.3.4. Describe any database CPU and memory resource requirements. Include an architectural diagram that illustrates the database architecture.

Citizenserve Response: Citizenserve is only offered as a Software-as-a-Service solution; the City will not require additional hardware or databases. We do not share diagrams of our database architecture for security reasons.

2.3.5. What are the file standards for database server files?

Citizenserve Response: Citizenserve is a multi-tenant cloud-based Software-as-a-Service solution.  No server hardware or software is required.

2.3.7. Please provide any installation documentation or standard operating procedures.

Citizenserve Response: Citizenserve is provided as a Software-as-a-Service solution; the Citizenserve staff maintain and support the application and database.

2.4     Integration and Service-Oriented Architecture

2.4.1. Describe the solution’s ability to support single sign-on using an on premise and cloud Active Directory to authenticate employees/users.

Citizenserve Response: Citizenserve supports the use of Active Directory for authentication and will provide integration to the City’s Active Directory for an additional fee.

2.4.2. Describe the solution’s import/export feature capability at the application level (above the database layer) and through the application interface.

Citizenserve Response: All reports can be exported to a CSV or PDF file format.  Imports are usually accomplished through SQL scripts and need to be customized based on requirements.

2.5     Software as a Service

2.5.1. Please describe in detail the company’s policy for handling the customer’s intellectual property.

Citizenserve Response: We only work with State and Local Government jurisdictions.  Customers own their data in all cases.

2.5.3. Describe the availability of metrics for the City of Redmond to measure consumption of services, such as bandwidth.

Citizenserve Response: The Citizenserve subscription includes unlimited storage, unlimited bandwidth, unlimited processing and unlimited support.  We can provide reports on data size or setup monitoring on the City IP address, but we do not use the information for billing purposes.

2.5.5. Describe the options available for exporting data from the SaaS solution for external interfaces.

Citizenserve Response: The City can request and obtain a copy of its data at any time and there is no charge to get a copy.  The copy is provided in Microsoft SQL Server format.

2.6.6. Provide the SLAs for system availability.

Citizenserve Response: From inception Citizenserve has been a pay-as-you-go subscription and a 99.99+% up-time has been maintained for 17 years.  Any customer recourse for unacceptable service is subscription cancellation.  We have never had a customer cancel a subscription based on system availability or performance.  Our customers are not locked in to multi-year contracts.