Two contracts, $932,583: Service-request overhaul wins approval

Sandy Springs’ mayor and City Council approved both awards for a planned Salesforce overhaul of city service requests on Nov. 3: $220,833.29 to Carahsoft Technology Corp. for software and $711,750 to StackNexus for implementation. Together, the awards total $932,583.29.⁠[1][2][3]

Our report on the implementation approval left the separate software award unresolved. The signed Carahsoft resolution confirms that approval too. Both resolutions authorize the city manager to execute the contracts, subject to minor city-attorney revisions and chief financial officer approval; the records reviewed do not establish that the contracts have been executed.⁠[1][2]

There is a mismatch in the meeting minutes: under the Carahsoft heading, they record a StackNexus implementation motion and describe Resolution No. 2026-11-162 as a StackNexus award. The signed resolution itself approves Carahsoft. This account relies on the separate signed resolutions for the two awards, not on that inconsistent minutes entry.⁠[1][2][4]

For residents, the intended payoff is a clearer picture of what happens after asking the city for help. Staff says the existing Lucity system leaves residents with limited visibility into a request’s status or closure, while employees rely on manual steps and email. The planned replacement would add a resident portal, status notifications and connections to other city systems.⁠[3]

The larger price tag remains important: staff’s five-year ownership estimate puts Salesforce at $1,931,993, about $549,000 more than the OpenGov alternative. That is a multiyear estimate—not the amount approved in these two awards. Staff argues that Salesforce’s higher implementation cost buys more migrated data, more features and better integration.⁠[1][2][3]

The comparison has a qualification: OpenGov’s first-year licensing quote was prorated for an assumed shorter period before the fiscal year ended. Staff says Salesforce could also prorate its first-year licensing if the city chooses.⁠[3]

Approval does not mean an immediate launch. StackNexus’s implementation work includes configuration, data migration, 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.⁠[3]