CivicLoop by Ta-Tech Solutions All documents

11 - Pilot & Pricing Proposal

CivicLoop by Ta-Tech Solutions Purpose: The offer to Prince George's County - how the pilot works, what it costs (nothing), what both sides commit to, how success is measured, and the path from pilot to a County Intelligence Platform.

1. The offer in one line

A no-cost, time-boxed CivicLoop pilot for the County's 311 / Community Relations function - the County risks nothing, and is judged on numbers we agree in advance.

2. Why no-cost

A new entrant asking a County to pay before it has proven itself is asking the County to carry the risk. We carry it instead. The pilot is free to the County because:

It earns us the reference and the case study a young gov-tech company needs.
It is the honest way to compete against incumbents with a decade of relationships - we cannot out-relationship them, so we out-prove them.
It mirrors how Ta-Tech runs its other pilots: the customer risks nothing; the product earns the renewal on results.

If at the end the data does not show CivicLoop helped, the County keeps every record produced and we leave. No contract trap, no data lock-in (Document 08, Section 9).

3. Pilot shape


Duration	90 days
Scope	The 311 / Community Relations service-request loop, for a starting set of service categories the County chooses - enough to be real, narrow enough to run clean. Roads & sidewalks, trash & recycling, and streetlights are a natural starting set; the County decides.
Surfaces	All four live from day one: resident (web + mobile PWA + SMS) + the public transparency portal at `/public`, agent console + Slack-style department channels with the Loop AI persona + the schedule-visit flow, Director Dashboard (with Equity, Forecast, NPS, and Upcoming Visits panels), and the County Admin operations console at `/admin` (with the Autopilot dial and self-heal Run now).
Languages	English and Spanish hand-verified; the remaining 33 available
Cost to County	Zero
Runs alongside	The existing process. Nothing is removed. PGC311 and current intake stay up; CivicLoop runs in parallel so the County can compare directly and never loses coverage
"Wow" features included	Autopilot dial (off/route/full), Equity dashboard, Public transparency portal at `/public`, Predictive forecast, Self-healing SLA escalator, department channels with Loop AI, scheduled visits with `.ics`, council-district view, auto-survey + NPS - all in the pilot, all from day one, no module-unlock games

4. How the 90 days run

Days 1-14 - Listen and configure. We sit with the 311 call center, the participating departments, the records office, and the language-access lead. We configure CivicLoop for the real County: actual departments, real category tree, real routing rules, real SLA policies, real staff accounts, County branding. We stand up the MyPGC feed and the pilot departments' work-order seam. Nothing is changed in how the County works yet - we are learning it.
Days 15-75 - Run alongside. CivicLoop runs in parallel with the existing process. Every metric in Section 5 is tracked weekly. County-requested changes land fast through the engine's delivery pipeline.
Days 76-90 - Review together. We sit with County leadership and the department heads, look at the numbers against the baseline, walk through the stories the data tells, and decide together: expand, adjust, or end.

5. Success metrics - what we agree to be judged on

These are set with the County before the pilot starts, and a baseline is measured in Days 1-14 so improvement is provable, not asserted.

Metric	Baseline (measured Days 1-14)	90-day target
Average resident time to log a request	the current intake reality	under 60 seconds, self-service
Requests logged outside business hours	near zero today	30%+ of total
Requests correctly routed on first pass	measured from current data	95%+
SLA breaches	the current rate	40% reduction
"Where is my request" inbound calls	a measured share of call volume	60% reduction
Resident languages actually served	English, sometimes Spanish	35 available, usage tracked
Requests closed with proof-of-resolution	effectively none today	100% (the system requires it)
Resident-facing accessibility	incumbent app at 1.5 stars, cannot submit	WCAG 2.1 AA, VPAT in hand, requests submit

If CivicLoop does not move these numbers, the pilot says so honestly. We would rather lose on real numbers than win on a demo.

6. What each side commits

Ta-Tech Solutions commits to:

Standing up and running CivicLoop for the pilot at no cost.
Configuration, training for County staff, and responsive support through the 90 days.
The accessibility (VPAT), security (NIST 800-53 controls summary), and data-residency documentation up front (Document 09).
Pursuing StateRAMP / GovRAMP authorization on the standard timeline.
Honest weekly metrics - including the ones that do not flatter us.

The County commits to:

A pilot sponsor and a point of contact in the 311 office.
Access to the participating departments and their staff for the listen-and-configure phase.
Agreement on the success metrics and the baseline up front.
A fair review at Day 76-90 against those agreed metrics.

7. After the pilot - pricing

If the pilot succeeds and the County continues, pricing is:

Transparent and simple - no per-seat games, no surprise module unlocks. A clear annual figure for the 311 function, scaled to the County, sized so it is paid for out of the efficiency CivicLoop creates (recovered call-center time, fewer truck-rolls on duplicates, fewer escalations, fewer breach-driven escalations thanks to Autopilot and the self-heal escalator).
Honest about value - if the recovered cost in the pilot is less than the proposed annual figure, we revisit the figure. We are not interested in a number the County cannot justify. The Equity dashboard, the Public transparency portal, and the Predictive forecast are the three features that justify the headline number: no surveyed rival ships any of them, so the County is paying for capability it cannot get elsewhere at any price.
No lock-in - the County's data is portable through Open311 and full export at any time (Document 08). We intend to earn each renewal; the architecture guarantees the County is never trapped if we do not.

A detailed pricing schedule is provided on request and as part of any formal procurement response - it is deliberately not a headline number on a pitch slide, because the right number depends on the scope the County chooses.

8. The path beyond 311 - Phase 1 to the County Intelligence Platform

The 311 pilot is Phase 1. The roadmap (Document 01, Section 9) is:

Phase 1 - CivicLoop for 311. What this proposal covers. The front door: cross-agency routing, a unified service-request record, the agentic layer, the Director's intelligence picture.
Phase 2 - Health & Human Services. The same engine, the same routing and intelligence and agentic layers, applied to case management for vulnerable populations and predictive risk identification - the agency where the cross-agency "resident who falls between departments" problem is most costly, and where Ta-Tech's healthcare-platform experience is reused most directly.
Phase 3 - The County Intelligence Platform. Schools, workforce, procurement, transportation, emergency response - each a module on the same coordinated foundation, each adding to a single cross-agency picture of the residents the County serves.

The County is not committing to Phase 2 or 3 by running the Phase 1 pilot. But the architecture means that if Phase 1 earns it, Phases 2 and 3 are additive - not a new procurement, not a new vendor, not a new integration project. That is the difference between buying a 311 app and starting a platform.

9. The close

Prince George's County's current 311 app cannot submit a request and sits at 1.5 stars. Its residents manage two disconnected systems to report a problem and to hear about it. The County has a language- access law its tools do not meet. These are not abstract problems - they are happening now, and they are fixable now.

CivicLoop fixes them, at no cost to the County to prove it, judged on numbers agreed in advance, on an open standard so the County is never locked in, built on an engine already proven in production - and it is the first step of something the County genuinely needs: a coordinated, intelligent picture of how it serves its residents.

We are asking for the chance to prove it. The pilot is how.

This completes the CivicLoop architecture and design documentation set. Return to the Index.

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