Explanation
This ordinance authorizes the Director of the Department of Technology (DoT), on behalf of various city departments, to enter into contract to exercise the third renewal option of a contract with ConvergeOne, Inc. for maintenance and support services associated with the Genesys Interactive Voice Response (IVR) system. The cost to renew the contract for these services totals $198,579.61 and is for a one-year period, beginning on April 30, 2023 and ending on April 29, 2024. Contingency funds in the amount of $15,000.00 are included in the total cost of $198,579.61.
Various city agencies use the current IVR system, including 311, Public Utilities, Building and Zoning Services and Technology. On April 26, 2021, Ordinance 0724-2021 passed, authorizing a contract, via a waiver of competitive bids, with ConvergeOne to continue maintenance and support of the system. At that time, ConvergeOne submitted a five-year quote, to be renewed (with Council approval) on an annual basis. DoT requests that the aforementioned contract be renewed for a third year to ensure continuation of the noted services, which will allow the department sufficient time to bid out maintenance and support for the entire system. Bidding out the entire system is necessary because Genesys has a policy of not allowing multiple parties to support their IVR systems. Thus, until DoT can develop comprehensive specifications, the department requests that the contract with ConvergeOne be renewed and that the provisions of competitive bidding be waived in this instance.
The quote attached to this ordinance covers maintenance and support services for the entirety of the City's existing IVR environment for a five-year period. Year one (1) was authorized via Ordinance 0724-2021 (noted above), year two (2) was authorized via Ordinance 0994-2022. This Ordinance authorizes coverage for year three (3), as indicated on pages two (2) and three (3) of the attached quote. The total amount in the quote rep...
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