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File #: 1711-2025    Version: 1
Type: Ordinance Status: Consent
File created: 6/12/2025 In control: Finance & Governance Committee
On agenda: 7/28/2025 Final action:
Title: To authorize the Director of the Department of Technology to modify the contract with Talkdesk Inc. for the Integrated Voice Response Replacement System; to authorize the expenditure of $212,798.00 from the Auditor’s Bond Fund. ($212,798.00)
Attachments: 1. Talkdesk, Inc SOS, 2. Talkdesk 2025 Quote, 3. 1711-2025EXP

Explanation

 

1.  BACKGROUND:

This ordinance authorizes the Director of Technology to modify a professional services and software licensing contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System contract.

 

The Department of Technology utilizes the Integrated Voice Response Replacement System to support multiple call centers, including 311, DPU, Health, Parking Violations, DOT Tech Desk, and Building and Zoning. The intent of this contract is to continue to provide the City of Columbus, Department of Technology, with the Integrated Voice Response Replacement System. The contract includes, planning and implementing workforce management automation functionality, and integrated communication methods for email and web chat. 

 

Ordinance 2326-2024 authorized the Director of Technology to enter a contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System.  The contract was advertised through Vendor Services as RFQ025020 for the purchase of the above-described services and support, and was awarded to TalkDesk, Inc. The term of the initial contract was for one year starting October 1, 2024, to September 30, 2025, in the amount $876,445.00. The contract included a provision to renew four (4) one (1) year renewal options, with the approval of City Council. 

 

Ordinance 1508-2025 authorized the first renewal at a total cost $471,545.00 for a period of twelve (12) months, starting on October 1, 2025, and ending on September 30, 2026.

 

This ordinance authorizes the Director of the Department of Technology to modify the original contract in order to add funds to pay for the additional professional services and software licensing for the City Income Tax Division in the amount of $212,798.00 which includes $5,000.00 contingency funds

 

1.1  Amount of additional funds to be expended: $212,798.00

The original contract amount:                                                                                   $876,445.00 (PO471945, Ord. 2326-2024)                         

Optional renewal #1:                                                                                                                   $471,545.00                     (Ord. 1508-2025)

The total of Modification No. 1:                                                                $212,798.00 (This ordinance)

 

The contract amount including all renewals/modifications:  $1,560,788.00 

 

1.2  Reasons additional goods/services could not be foreseen: 

This modification is necessary to provide additional funding to ensure continuity of service and maintain operational efficiency for the Income Tax Division, supporting taxpayer needs and continuing communication channels. Since the original ordinance, NEC, the current phone system provider, has announced its withdrawal from the U.S. market. This modification will allow systems to proceed to prevent customer interactions disruptions. 

 

1.3  Reason other procurement processes are not used:

The City currently works with TalkDesk, Inc. for the Integrated Voice Response Replacement System.  This modification adds funds to include the City Income Tax Division.  It is in the best interest of the City to modify this contract.

 

1.4  How cost of modification was determined:

The cost of this contract modification is based on the pricing as defined in the original proposal.

 

2.  CONTRACT COMPLIANCE

TalkDesk, Inc

Vendor Account #: 045526

Expiration date: 5/30/2025

Contract compliance will need to be renewed before the contract can be executed.

 

3.  FISCAL IMPACT:

Funds of $212,798.00 are available and appropriated within the Auditor’s Bond Fund, Fund 7783.

 

Title

 

To authorize the Director of the Department of Technology to modify the contract with Talkdesk Inc. for the Integrated Voice Response Replacement System; to authorize the expenditure of $212,798.00 from the Auditor’s Bond Fund.  ($212,798.00)

 

Body

 

WHEREAS, Ord. No. 2326-2024, authorized the Director of the Department of Technology to enter into contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System, professional services and software licensing; and

 

WHEREAS, Ordinance 1508-2025 authorized the Director of the Department of Technology to renew a contract with Talkdesk Inc. and authorized the expenditure of $471,545.00 for the Integrated Voice Response Replacement System to support multiple call centers, including 311, DPU, Health, Parking Violations, DOT Tech Desk, and Building and Zoning; and

 

WHEREAS, this ordinance modifies the contract to add $212,798.00 to add additional funding to support professional services and software licensing to include the Income Tax Division; and

 

WHEREAS, it has become necessary in the usual daily operation of the city for the Department of Technology to authorize the Director to modify the contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System, professional services and software licensing contract, thereby preserving the public health, safety, property, and welfare; now, therefore

 

BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:

 

SECTION 1.  That the Director of Technology be, and hereby is, authorized to modify the contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System contract in an amount up to $212,798.00.

 

SECTION 2.  That the expenditure of $212,798.00, or so much thereof as may be needed is hereby authorized from Fund 7783 (Auditor Bond Fund) Dept./Div. No. 22-01, Object Class 06, Main account 66530, Project P783002-100002 per the account codes in the attachment to this ordinance. (See attachment: 1711-2025EXP)

 

SECTION 3. That funds are hereby deemed appropriated and expenditures and transfers authorized to carry out the purposes of this ordinance 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 the City Auditor is hereby authorized to transfer the unencumbered balance in a project account to the unallocated balance account within the same fund when the project has been completed and the monies are no longer required for said project.

 

SECTION 6. That this ordinance shall take effect and be in force from and after the earliest period allowed by law.