Explanation
BACKGROUND:
In January 2001, Softel developed an Interactive Voice Response (IVR) customer self-service software application for the City of Columbus, Refuse Collection Division. The system is a key component of the Refuse Collection Division's customer service process, providing efficient service delivery to citizens and city employees. Also, the IVR System reduces customer hold time; speed to answer calls; provides the ability for Web surveys that can measure employee and customer opinions and satisfaction, perform market research, interface with existing City applications lines that connect to an existing server in order to distribute calls with a voice response system built-in interface, along with many other functions to extend the capabilities of the division's employees. This system requires a dedicated level of maintenance and support to ensure that its capabilities perform properly.
Under the new agreement authorized by this legislation Softel will provide software support to the City by allowing the system to operate in a manner that suits the specific needs of the Refuse Collection Division. The agreement facilitates application software enhancements, provides ongoing maintenance, and minimizes potential downtime that severely disrupts normal daily business operations.
The agreement will support the Columbus Covenant by providing high quality Customer Service (efficient delivery of service to customers using "best practices") and by maintaining Peak Performance by investing in City employees and sustaining systems that support a high-performing city government.
This legislation is to authorize the Director of The Department of Technology to enter a contract agreement with Softel Communications, Inc. for the purchase of software support services in accordance with the sole source provisions of the Columbus City Code.
FISCAL IMPACT: 2001 expenditures on software maintenance support for the 12 months ending September 27, 2002 totaled $18,017.00. This $25,524.00 renewal covers an estimate of 18 months for the period from September 28, 2002 through March 31, 2004. Funding is available in the 2003 Budget.
SOLE SOURCE LEGISLATION: The Department of Technology obtained a letter from Softel stating, "Softel Communications Inc. is the sole owner of the (software) code
" and further stating, "support
can only be provided by Softel Communications, Inc. the sole owner and developer of the (software) application."
EMERGENCY: Emergency legislation is requested to expedite authorization of this contract in order to facilitate uninterrupted services from the supplier.
CONTRACT COMPLIANCE NUMBER: 98-0359740 Expires: 02/12/2005
Title
To authorize the Director of the Department of Technology to enter a contract agrement with Softel Communications, Inc. for the purchase of software support services in accordance with the sole source provisions of the Columbus City Code for the Department of Technology, Director's Office, General Fund, to authorize the expenditure of $25,524.00 and to declare an emergency. ($25,524.00)
Body
WHEREAS, the Department of Technology needs to provide software support services for the Refuse Collection Division's Interactive Voice Response (IVR) customer self-service software application, and
WHEREAS, the system is a key component of the Refuse Collection Division's customer service process, providing efficient service delivery through industry standard best practices, and
WHEREAS, the legislation authorizes the Director of the Department of Technology to enter a contract agreement with Softel Communications, Inc. for the purchase of software support services, and
WHEREAS, said legislation further authorizes the expenditure of $25,524.00 for the coverage period through March 31, 2004; and
WHEREAS, said contract expenditure is required to provide a dedicated level of software maintenance and support to ensure that said IVR system capabilities perform properly and support the business requirements of the Refuse Collection Division and its approximately 300,000 customers, and
WHEREAS, the needed software support can only be provided by Softel Communications, Inc. the sole owner and developer of the software application, and
WHEREAS, an emergency exists in the usual daily operation of the City in that it is immediately necessary to authorize this purchase order, 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 the Department of Technology be and is hereby authorized to enter a contract for the purchase of software support from Softel Communications, Inc. related to daily operation of the Refuse Collection Division's Interactive Voice Response customer self-service software application.
SECTION 2: That this agreement is made in accordance with the Sole Source provisions of Section 329.07(e) of the Columbus City Code.
SECTION 3: That the expenditure of $25,524.00 or so much thereof as may be necessary is hereby authorized to be expended from:
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Division: |
47-01 |
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Fund: |
010 |
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OCA Code: |
470724 |
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Object level one: |
03 |
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Object level three: |
3369 |
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Amount: |
$25,524.00 |
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SECTION 4: 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