Explanation
1. BACKGROUND
This ordinance authorizes the Director of Technology to enter into professional services contracts with TalkDesk, Inc. for the Integrated Voice Response Replacement System contract.
The intent of this contract is to provide the City of Columbus, Department of Technology, with a turnkey solution for the replacement of the city’s integrated voice response system. The contract includes migrating the existing function to the new system, and planning and implementing a new workforce management automation functionality, and a new integrated communication methods for email and web chat. The term of this initial contract is for one year starting October 1, 2024, to September 30, 2025, for the amount $876,445.00. This initial contract will include professional services and software licensing. The contract has the option to be renewed four times, each time for a one-year period, pending authorization by City Council.
The Department of Technology, Fiscal Section, solicited Requests for Proposals for the Integrated Voice Response Replacement System contract. The project was formally advertised on the Vendor Services and Bonfire web site from May 24, 2023, to July 11, 2023. The city received nine (9) responses. Of the nine received, only five (5) were deemed responsive and were fully evaluated by the evaluation committee.
The responding firms were:
Company Name City/State ODI Certification
Accenture, LLP Columbus, OH EBO
ConvergeOne, Inc. Bloomington, MN EBO
TalkDesk, Inc. Covina, CA EBO
TTEC Digital, LLC Englewood, CA EBO
Deloitte Consulting LLP Columbus, OH EBO
Accenture LLP scored highest and Converge One, Inc. second. Contract negotiations were terminated with Accenture and ConvergeOne per City Code 329.28(h) and entered into with TalkDesk, Inc. TalkDesk, Inc. will be awarded the Integrated Voice Response Replacement System contract.
Searches in the Excluded Party List System (Federal) and the Findings for Recovery list (State) produced no findings against TalkDesk, Inc.
2. CONTRACT COMPLIANCE
TalkDesk, Inc’s contract compliance number is CC045526 and expires 5/30/2025.
3. FISCAL IMPACT
Partial funding, in the amount of $416,311.38, is available within Fund 5105, the Department of Technology, Information Services G O Debt. A transfer of cash and a budget amendment is necessary to align spending with the proper project. The remaining amount, of $460,133.62, is available in Fund 5100, the Information Services Division Operating Fund.
4. EMERGENCY DESIGNATION
Emergency action is requested so work can start with the contract start date of October 1, 2024.
Title
To amend the 2024 Capital Improvement Budget; to authorize the transfer of funds within the Information Services G O Debt Fund; to authorize the Director of the Department of Technology to enter into a professional services contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System contract; to authorize the expenditure of $876,445.00 from the Information Services G O Debt Fund and the Information Services Division Operating Fund to pay for this contract; and to declare an emergency. ($876,445.00)
Body
WHEREAS, there is a need to enter into a professional services contract to provide for the Integrated Voice Response Replacement System; and
WHEREAS, the Department of Technology, Fiscal Section, solicited Requests for Proposals for the Integrated Voice Response Replacement System contract; and
WHEREAS, TalkDesk, Inc. will be award the contract for this; and
WHEREAS, it is necessary to enter into a contract with TalkDesk, Inc. for the provision of professional services described above in the amount of up to $876,445.00; and
WHEREAS, the term of this initial contract is for one year starting October 1, 2024 to September 30, 2025 for the amount $876,445.00. The contract has the option to be renewed four times, each time for an additional one-year period, pending authorization by City Council; and
WHEREAS, it is necessary to authorize an amendment to the 2024 Capital Improvement Budget for the purpose of providing sufficient spending authority for the aforementioned project expenditure; and
WHEREAS, it is necessary for Council to authorize a transfer of funds within Fund 5105, the Information Services G O Debt Fund, to establish sufficient cash to pay for the project; and
WHEREAS, it is necessary to authorize the expenditure of up to $416,311.38 from Fund 5105, the Department of Technology, Information Services G O Debt Fund, and $460,133.62 from Fund 5100, the Information Services Division Operating Fund to pay for the contract; and
WHEREAS, an emergency exists in the usual daily operation of the Department of Technology in that it is immediately necessary to authorize the Director of Technology to enter into contract with TalkDesk, Inc. in order to provide funding for the Integrated Voice Response Replacement System so work can start with the contract start date, for the immediate preservation of the public health, peace, property, and safety; NOW, THEREFORE,
BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:
SECTION 1. That the 2024 Capital Improvements Budget authorized by ordinance 1907-2024 be amended as follows to establish sufficient authority for this project:
Fund / Project / Project Name (Funding Source) / C.I.B. / Change / C.I.B. as Amended
5105 / P470075-100000 / Security Program (Information Services Carryover) / $351,291.00 / ($245,538.00) / $105,753.00
5105 / P470071-100000 / Telephony and IVR Infrastructure (Information Services Carryover) / $170,774.00 / ($170,774.00) / $0.00
5105 / P470071-100001 / Telephony and IVR Infrastructure - Integrated Voice Response Replacement System (Information Services Carryover) / $0.00 / $416,312.00 / $416,312.00
SECTION 2. That the transfer of $245,537.39 or so much thereof as may be needed, is hereby authorized from Fund 5105 (Information Services G O Debt Fund), Dept-Div 4702 (Information Services), Project P470075-100000 (Security Program), Object Class 06 (Capital Outlay) to Dept-Div 4702 (Information Services), Project P470071-100001 (Telephony and IVR Infrastructure - Integrated Voice Response Replacement System), Object Class 06 (Capital Outlay) per the account codes in the attachment to this ordinance.
SECTION 3. That the Director of Technology be, and hereby is, authorized to enter into a professional services contract with TalkDesk, Inc., of 440 N Barranca Avenue #4375, Covina, CA 91723, for the Integrated Voice Response Replacement System contract in an amount up to $876,445.00. This contract has an initial term of October 1, 2024 through September 30, 2025, with four (4) optional one-year renewal periods, pending authorization by City Council.
SECTION 4. That the expenditure of $416,311.38, or so much thereof as may be needed, is hereby authorized in Fund 5105 (Information Services G O Debt Fund), Dept-Div 4702 (Information Services), Project P470071-100001 (Telephony and IVR Infrastructure - Integrated Voice Response Replacement System), Object Class 06 (Capital Outlay) per the accounting codes in the attachment to this ordinance.
SECTION 5. That the expenditure of $460,133.62, or so much thereof as may be needed, is hereby authorized in Fund 5100 (Information Services Operating Fund), Dept-Div 4701 (DoT Administration), Object Class 03 (Services) per the accounting codes in the attachment to this ordinance.
SECTION 6. 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 7. 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 8. 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 upon receipt of certification by the Director of the Department administering said project that the project has been completed and the monies are no longer required for said project.
SECTION 9. 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.