Explanation
BACKGROUND
This ordinance authorizes the Director of Technology, on behalf of the Department of Neighborhoods, to renew a contract for software maintenance and hosting related costs with Granicus, LLC (formerly Rock Solid Technology, Inc.) for the 311 Service Request Management System, OneView.
The Department of Neighborhoods uses the 311 Service Request Management System to facilitate customer contacts. The use of an off-the-shelf system, that is utilized in other communities, provides the 311 Customer Service Center with access to ongoing updates and industry’s best practices. This contributes to the ability of the 311 team to provide excellent customer service to all residents when they make contact by phone, e-mail, the 311 website, CBUS 311 mobile app, and in person at the Neighborhood Pride Centers. The intent of this contract is to continue to provide the City of Columbus, Department of Neighborhoods, with the 311 Service Request Management System, OneView. The contract includes annual maintenance and other hosting-related costs of the 311 Service Request Management System.
To procure these services, a Request for Statement of Qualifications (RFSQ - SA011653) was published March 1, 2019. The committee determined that Rock Solid Technology, Inc. met all requirements outlined in the RFSQ. The committee recommended an award to the Director of the Department of Technology and Department of Neighborhoods and was accepted. Due to the time required to fully review and evaluate all proposals, the bid that was submitted by Rock Solid Technology, Inc. in April of 2019 had since expired. The vendor agreed to honor the pricing and terms and conditions presented in their April 2019 bid proposal. Because the bid expired, a waiver of competitive bidding provisions of Columbus City Code was requested. Ordinance 1765-2020 authorized the Director of the Department of Technology (DoT), on behalf of the Director of the Department of Neighborhoods, to enter into a five-year contract with Rock Solid Technology, Inc. for the above-described services and waived the competitive bidding process.
Ordinance 2770-2025 authorized a renewal at a total cost of $327,257.33 for a period of twelve (12) months, starting on March 30, 2026, and ending on March 29, 2027. The ordinance also modified the contract with Granicus, LLC to add four annual renewal options, subject to mutual agreement and approval of proper City authorities.
This ordinance authorizes the first of four renewals for a term of six months beginning March 30, 2027, and ending September 30, 2027, at a total cost of $164,525.34. This term is designed to bridge the service through to the Granicus Master Subscription/Service Agreement target date of October 1, 2027.
1.1 Amount of additional funds to be expended:
The original contract amount: $1,000,000.00 (PO243373, Ord. 1765-2020)
Modification #1: $288,862.00 (PO442127, Ord. 3078-2023)
Renewal #1 of #1: $300,000.00 (PO495500, Ord. 3182-2024)
Modification #2: $327,257.33 (PO550415, Ord. 2270-2025)
Renewal #1 of #4: $164,525.34 (This ordinance)
The contract amount including all renewals/modifications: $2,080,644.67
CONTRACT COMPLIANCE
Vendor: Granicus, LLC
Vendor Account #: 007882
Expiration date: 9/18/2027
FISCAL IMPACT
Funding in the amount of $164,525.34 is budgeted and available in the Department of Technology, Information Services Operating Fund, Fund 5100.
Title
To authorize the Director of the Department of Technology to renew a contract with Granicus, LLC for the 311 Service Request Management System, OneView; and to authorize an expenditure from the Information Services Operating Fund. ($164,525.34)
Body
WHEREAS, Ordinance 1765-2020 authorized the Director of the Department of Technology (DoT), on behalf of the Director of the Department of Neighborhoods, to enter a five-year contract with Rock Solid Technology Inc. in the amount of $1,000,000.00 for a new 311 Service Request Management System and waived the relevant provisions of Columbus City Codes relating to competitive bidding; and
WHEREAS, Ordinance 3078-2023 authorized the Director of the Department of Technology (DoT), on behalf of the Director of the Department of Neighborhoods, to modify an existing contract with Granicus, LLC (formerly known as Rock Solid Technology Inc.), for the hosting of the 311 Service Request Management System in the amount of $288,862.00; and
WHEREAS, Ordinance 3182-2024 authorized a renewal at a total cost of $300,000.00 for a period of twelve (12) months, starting on March 30, 2025, and ending on March 29, 2026.; and
WHEREAS, Ordinance 2270-2025 authorized the modification of the original contract by extending the term for a period of twelve months, starting on March 30, 2026, and ending on March 29, 2027, and added funds in the amount of $327,257.33; and
WHEREAS, Ordinance 2270-2025 authorized four annual renewal options, subject to mutual agreement and approval of proper City authorities; and
WHEREAS, this ordinance authorizes the first of four renewals, extending the term for a period of six months, starting on March 30, 2027, and ending on September 30, 2027, and adds funds in the amount of $164,525.34; and
WHEREAS, it has become necessary in the usual daily operation of the Department of Technology to authorize the Director to renew a contract with Granicus, LLC for the hosting of the 311 Service Request Management System, OneView, to support a full-featured, citizen-focused solution that simplifies service request management and provides a centralized hub for every resident interaction; NOW, THEREFORE,
BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:
SECTION 1. To authorize the Director of the Department of Technology to renew a contract with Granicus, LLC for the hosting of the 311 Service Request Management System, OneView, at a cost of $164,525.34 for a term of six months, starting March 30, 2027, and ending September 30, 2027, with the option to renew for three (1) additional one-year terms.
SECTION 2. That the expenditure of $164,525.34 or so much thereof as may be necessary, is hereby authorized as provided on the attachment to this ordinance. (see 2949-2026EXP)
SECTION 3. That funds are hereby deemed appropriated and the City Auditor shall establish such accounting codes as necessary.
SECTION 4. That the City Auditor is authorized to make any accounting changes to revise the funding source for all contracts or contract modifications associated with this ordinance.
SECTION 5. That this ordinance shall take effect and be in force from and after the earliest period allowed by law.