Council approves $711,750 to build out a new service-request system

The planned overhaul of how Sandy Springs handles city service requests has moved beyond a staff recommendation. The mayor and City Council approved a $711,750 award to StackNexus on Nov. 3 to implement the Citywide Digital Service Delivery Project.⁠[1]

The award advances the implementation half of the two-contract plan we reported before the meeting. The signed resolution authorizes the city manager to execute the StackNexus contract, subject to any minor city-attorney revision and chief financial officer approval. Software procurement through Carahsoft is a separate award; this resolution does not establish whether that award was approved.⁠[1][2]

For residents, the intended payoff is a clearer picture of what happens after asking the city for help. Staff says the existing system leaves an incomplete view of requests and work status, with manual handoffs between departments. The planned Salesforce replacement for Lucity would add a resident portal, notifications and connections to other city systems.⁠[2]

StackNexus’s work is more than installing software: the implementation plan includes configuration, migration of existing data, integrations, testing, training and support after launch. Staff anticipates nine months from project initiation—not nine months from the council vote. The records reviewed do not establish a project start or launch date.⁠[2]

The price tradeoff remains substantial. Staff’s five-year comparison estimates Salesforce at $1,931,993, about $549,000 more than OpenGov’s $1,382,916. Those are ownership estimates, not the amount approved by the StackNexus resolution. Staff argues that Salesforce’s higher implementation cost buys more migrated data, more features and better integration.⁠[1][2]

The comparison also has a qualification: OpenGov’s first-year quote was prorated, and staff says Salesforce could prorate its first-year licensing too. Before the vote, staff estimated the combined first-year software and implementation cost at $932,583, within the project’s $1 million fiscal 2027 budget. The approval now documented is the $711,750 implementation award.⁠[1][2]