Explanation
BACKGROUND:
This legislation authorizes the Director of Finance and Management, on behalf of the Department of Technology, to establish a purchase order for Interactive Intelligence, Inc. (I3) Interactive Voice Response (IVR) customized software upgrade, maintenance, support and related services to enhance the current citywide call center platform. This purchase will be accomplished through a Universal Term Contract (UTC); FL003366 - BPCOM11A - expiration date 12/31/2009; established with PDT Communications. As the IVR is a critical component for citizen access to City services (associated with the citywide call centers), such as yet not limited to the City of Columbus 311 call center that provides citizens with a single point of contact for requesting all non-emergency services (such as trash pickup); the Department of Utilities call center that provides citizens with access to their water account; the Division of Electricity call center that provides citizens access to their electricity account and the Department of Technology Help Desk that provides City employees assistance with technology related problem(s) and direct the City employees to the appropriate technology staff to assist with the problem(s). Establishing this purchase order will provide the citywide call center with the following enhancements: application integration between the call center platform and current city databases; the ability to utilize other resouces to re-route calls between call center locations in case of service disruptions and disaster recovery; speech recognition software to speech enable the city's auto attendants for improved customer service options; software upgrade to most current release; Dialed Number Identification Service (DNIS) to assist with call monitoring and inbound call control and an enhanced maintenance package that included PDT Communication support and training.
Also, this legislation will authorize the City Auditor to transfer funds between Object Levels within the Department of Technology's Information Services Fund, of which funds for this transfer have been identified and are available.
FISCAL IMPACT:
This ordinance is for the Department of Technology, for upgrade, enhancements, and related services, from PDT Communication, for the Interactive Intelligence Inc., associated with the Citywide call center. The funds associated with this ordinance in the amount of $349,000.00, for the IVR software, upgrade and associated services, was budgeted and is available to pay for this within the Department of Technology Information Services Fund. An amount of $7,490 for equipment will require a transfer of funds between Object Levels.
EMERGENCY:
Emergency designation is being requested for this purchase to continue with services that are necessary to support daily operation activities; to ensure no service interruption.
CONTRACT COMPLIANCE NUMBER:
Vendor: PDT Communications F.I.D#: 32-0109794 Expiration Date: 11/08/2008
Title
To authorize the Director of Finance and Management to establish a purchase order with PDT Communications for customized software upgrade and services to enhance the current citywide call center, from the Universal Term Contract established for the Department of Technology; to authorize the City Auditor to transfer $7,490.00 between Object Levels within the Department of Technology's Information Services Fund; to authorize the expenditure of $349,000.00 from the Department of Technology's Information Services Fund; and to declare an emergency ($349,000.00)
Body
WHEREAS, this legislation authorizes the Director of Finance and Management, on behalf of the Department of Technology, to establish a purchase order for Interactive Intelligence, Inc. (I3) Interactive Voice Response (IVR) customized software upgrade, maintenance, support and related services to enhance the current citywide call center platform.
WHEREAS, this purchase will be accomplished through a Universal Term Contract (UTC); FL003366 - BPCOM11A - expiration date 12/31/2009; established with PDT Communications, and
WHEREAS, the IVR is a critical component for citizen access to City services, such as yet not limited to the City of Columbus 311 call center that provides citizens with a single point of contact for requesting all non-emergency services (such as trash pickup); the Department of Utilities call center that provides citizens with access to their water account; the Division of Electricity call center that provides citizens access to their electricity account and the Department of Technology Help Desk that provides City employees assistance with technology related problem(s) and direct the City employees to the appropriate technology staff to assist with the problem(s), and
WHEREAS, this ordinance will make provisions for software upgrade, support and associated services, and
WHEREAS, this ordinance will upgrade the DNIS limiter for inbound call control, which will allow custom control of call volume/inbound call traffic, which will prevent saturation of all Call Centers during heavy usage, and
WHEREAS, an emergency exist in the usual daily operations of the City in that it is immediately necessary to authorize passage of this ordinance to establish a purchase order for Interactive Intelligence, Inc. (I3) Interactive Voice Response (IVR), customized software upgrade and services; to enhance the current citywide call center, thereby preserving the public health, peace, property, safety, and welfare; now, therefore
BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:
SECTION 1: That the Director of Finance and Management, on behalf of the Department of Technology, be and is hereby authorized to establish a purchase order to PDT Communications for the purchase of Interactive Intelligence Inc software upgrade and services for the City's call centers, from the Universal Term Contract, established for the Department of Technology, Information Services Division.
SECTION 2: That the City Auditor be and is hereby authorized to transfer $7,490.00 between Object Levels within the Department of Technology's Information Services Fund as follows:
From:
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 02| Amount: $7,490.00| Water
To:
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 06|Obj. Level 3: 6655| Amount: $7,490| Water
SECTION 3: That the expenditure of $349,000.00 or so much thereof as may be necessary is hereby authorized to be expended from:
Div.: 47-01|Fund: 514|Subfund: 550|OCA: 514550|Obj. Level 1: 03|Obj. Level 3: 3336| Amount: $3,400| Electricity
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 03| Obj. Level 3: 3331| Amount: $25,000| Water
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 02| Obj. Level 3: 2245| Amount: $7,750| Water
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 06| Obj. Level 3: 6655| Amount: $7,490| Water
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 02| Obj. Level 3: 2224| Amount: $99,264| Water
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 03| Obj. Level 3: 3336| Amount: $134,985| Water
Div.: 47-01|Fund: 514|Subfund: 600|OCA: 514600|Obj. Level 1: 03| Obj. Level 3: 3372| Amount: $24,711| Water
Div.: 47-01|Fund: 514|Subfund: 650|OCA: 514650|Obj. Level 1: 03| Obj. Level 3: 3336| Amount: $46,400| Sewer and Drains
SECTION 4: That the City Auditor is authorized to make any changes to revise the funding source for any contract or contract modifications associated with this ordinance.
SECTION 5: That for the reasons stated in the preamble hereto, which is hereby made a part hereof, this ordinance is hereby declared to be an emergency measure and shall take effect and be in force from and after its passage and approval by the Mayor, or ten days after passage if the Mayor neither approves nor vetoes the same.