Explanation
BACKGROUND
This ordinance authorizes the Director of Technology to renew the 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, Building and Zoning, and City Income Tax Division. 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 entering to contract with TalkDesk, Inc. 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, for 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.
This ordinance authorizes the second renewal at a total cost $579,443.00 for a period of twelve (12) months, starting on October 1, 2026, ending on September 30, 2027.
1.1 Amount of additional funds to be expended
The original contract amount: $876,445.00 (PO471945, Ord. 2326-2024)
Optional renewal #1: $471,545.00 (PO526794, Ord. 1508-2025)
Optional modifications# 1: $212,798.00 (PO526801, Ord. 1711-2025)
Optional renewal #2: $579,443.00 (This ordinance)
The contract amount including all renewals/modifications: $2,140,231.00
EMERGENCY DESIGNATION
Emergency designation is being requested for these services that are necessary to support daily operation activities, to ensure no service interruption, and to establish a purchase order at the earliest possible date.
FISCAL IMPACT:
The funds for this expenditure have been identified and are available within the Department of Technology, Fund 5100, Information Services Operating Fund for a total cost of $579,443.00.
CONTRACT COMPLIANCE
TalkDesk, Inc.
Vendor Account #: 045526
Expiration date: 5/30/2025
***Will have their certification completed before the Purchase Order is completed.
Title
To authorize the Director of the Department of Technology to renew the contract with Talkdesk Inc. for the Integrated Voice Response Replacement System; to authorize the expenditure of $579,443.00 from the Department of Technology, Information Services Division Operating Fund to pay for this contract; and to declare an emergency. ($579,443.00)
Body
WHEREAS, 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, Building and Zoning, and City Income Tax Division; and
WHEREAS, Ord. No. 2326-2024, authorized the Director of the Department of Technology to enter into with TalkDesk, Inc. for the Integrated Voice Response Replacement System, professional services and software licensing; and
WHEREAS, the Department of Technology desires to renew the contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System, professional services and software licensing to support multiple call centers; and
WHEREAS, the term of the original agreement was from October 1, 2024, to September 30, 2025. The contract established and authorized contract language allowed for four (4) renewal options, mutually agreed upon, one (1) year renewals with the approval of City Council. This ordinance authorizes the second of the four annual renewals; and
WHEREAS, the above-described renewal will be for one year, starting on October 1, 2026, and ending on September 30, 2027, at a cost of $579,443.00; and
WHEREAS, an emergency exists in the usual daily operations of the Department of Technology in that it is immediately necessary to authorize the Director to renew a contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System to support multiple call centers, to ensure no service interruption, for the immediate preservation of 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 Technology be, and hereby is, authorized to renew the contract with TalkDesk, Inc. for the Integrated Voice Response Replacement System contract in an amount up to $579,443.00. This contract has a term of 12 months beginning from October 1, 2026, through September 30, 2027.
SECTION 2. That the expenditure of $579,443.00 or so much thereof as may be necessary is hereby authorized as shown in the attachment to this ordinance. (See attachment: 1801-2026 EXP)
SECTION 3: 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 4: That the funds necessary to carry out the purpose of this ordinance are hereby deemed appropriated, and the City Auditor shall establish such accounting codes as necessary.
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.