About the City of Fontana
The City of Fontana, located in San Bernardino County, California, is dedicated to enriching the lives of its residents and visitors through a wide range of programs and services. The city is home to over 200,000 residents and serves as a hub for numerous activities that attract participants from across the Inland Empire, including at least 12 neighboring cities. In the past year alone, Fontana managed 29,295 activity registrations and issued 2,580 permits.
The Need for Change
Before implementing ACTIVENet, a product of ACTIVE Network, the City of Fontana's community services department faced several challenges with its legacy software. The outdated system was slow, cumbersome, and difficult to navigate, which significantly hampered staff efficiency and frustrated residents trying to register for activities or apply for permits. Additionally, reporting inconsistencies further compounded these issues, leading to operational inefficiencies and delays.
Integration Requirements
Key Features and Functionality
When selecting a new software provider, ease of use for both staff and customers was paramount for the City of Fontana. The city required seamless interaction for users engaging both online and in person, with online payment capabilities being a significant benefit.
Why ACTIVENet?
The City of Fontana chose ACTIVENet primarily because of its user-friendly interface. It allows staff to quickly create and manage activities, set up reservations, and make edits effortlessly. The simplicity of the software for the end-users was also a compelling factor.
Main Objectives
The primary objectives for implementing ACTIVENet were to streamline the registration process for both residents and non-residents and to ensure the accuracy and reliability of reporting.
Initial Impressions
Onboarding Process
Katie Treadwell, IT Business Analyst, described the onboarding process with ACTIVENet as efficient, with knowledgeable consultants who could quickly provide answers or find solutions when needed. Despite an initial impression of substantial work ahead, the process met expectations.
Clarity and Transparency
The instructions and guidance provided during the onboarding process were generally clear and easy to understand. Although there were some challenges with understanding matrices, which required manual updates due to changes, the overall process was straightforward and manageable.
Ease of Use
Treadwell reported that navigating through the onboarding materials was smooth, with no major difficulties. While it took some time to get accustomed to the various tabs within the webpage and to remember the settings for each function, she found the software to be generally intuitive and user-friendly.
Support
Level of Satisfaction
Treadwell expressed high satisfaction with the level of support provided by the ACTIVENet team. She found that support to be excellent, with frequent and helpful interactions. While there was a slight issue with the timing of responses—cases were often addressed after she had logged out, necessitating follow-up either after hours or the following morning—overall, the experience was very positive and responsive.
Timeliness and Efficiency
The onboarding process was executed efficiently and in a timely manner, exceeding expectations. Despite initial apprehensions regarding the workload, Treadwell was pleasantly surprised by the speed at which they were able to bring the new system online. This efficiency not only ensured a swift transition but also minimized disruption to ongoing operations. The proactive approach taken by both the ACTIVENet team and the City of Fontana's staff played a pivotal role in expediting the process. This experience has set a strong foundation for the successful implementation of the new system and bodes well for future collaborations.
Favorite Features and Functionality
As an IT person, Treadwell says she particularly appreciates the 'Copy Prod to Trainer' function, which can be used at any time. Additionally, the city’s Community Services Department (CSD) has highlighted the impressive variety of the available reports, especially the reservation report, as a standout.
Most Impactful Features Since Onboarding
Reviewing a customer’s account history has been incredibly helpful for the organization. The clarity of transaction records allows for easy understanding of all financial activities, giving them the ability to follow the money accordingly. This feature has significantly improved the City of Fontana's financial tracking and customer service capabilities.
Results
Improved Customer Experience
Since implementing ACTIVENet, the City of Fontana has seen a dramatic improvement in customer satisfaction. With online registration and payment capabilities, residents can now sign up for activities and make payments at their convenience, saving time and hassle. This has also led to an increase in activity registrations and permit requests.
Streamlined Processes
The simplicity of ACTIVENet's interface has significantly streamlined processes for both staff and customers. The improved reporting capabilities provide accurate and timely data, enhancing decision-making efficiency. Because of this, Treadwell says she would definitely recommend ACTIVE Network. She found the onboarding process straightforward and praised how easy it was to work with the teams; their support and clear guidance made the transition smooth and efficient.
Future Plans
The City of Fontana plans to continue leveraging ACTIVENet for its community engagement needs. It is also exploring additional features and functionality that may further enhance services. The city's commitment to staying current with technology ensures it can provide a seamless experience for residents and visitors alike. Additionally, Fontana aims to utilize ACTIVENet's robust reporting capabilities to analyze data and make informed decisions about future programs and services that will best serve the community.
Conclusion
The City of Fontana is dedicated to providing exceptional programs and services for its residents and visitors. With the help of ACTIVENet, it has been able to transform community engagement and enhance the overall experience for all. The city looks forward to continuing this partnership with ACTIVENet and utilizing its features and functionalities to further improve its services in the future. As technology continues to evolve, cities must keep up with these changes to stay relevant and provide top-notch service.
