Explanation
BACKGROUND: This legislation authorizes the transfer and expenditure of bond proceeds within the cable fund for the initial phase of the ColumbusStat project. This acquisition of customer relationship management software (CRM), consulting services and technologies are compatible with current DoT standards and systems and is in line with the goals of increasing customer service and peak performance. The ultimate goal is to establish a 311 (3-digit phone access) system to improve customer service, but this first phase is necessary to determine the best way for the City of Columbus to move forward with full implementation of 311. This legislation itself (aside from 311) will establish a ColumbusStat management database that will facilitate better decision-making by city managers and provide better service to citizens and customers.
The acquisition of CRM software, consulting services and technologies provided for in this ordinance will:
1. Enable city managers (and eventually citizens) to use an easy to administer, work order and resource management tool to direct and access services provided by a variety of city agencies such as the Health Department, Sewer and Drains, Police non-emergency, Mayor's Action Center, Recreation and Parks, and the Division of Transportation. Using predefined and custom service masks, the system will quantify the quantity of all resources involved in provisioning city services and lead to greater visibility of the internal cost and performance of those activities. CRM will ultimately improve directory assistance, lower operational costs and enhance citizen satisfaction by shortening the cycle time between demand and service, eliminating the uncertainty associated with managing customer expectations and performance management.
2. Connect each city agency into one incident and work order management central repository data bank, thus eliminating redundancies and duplications and inconsistencies that exist with respect to workflow and management. Different agencies have their own methods and software for entering requests for various city services, such as trash, water and sewer complaints, potholes, snow removal, traffic lights, Council constituent concerns, Mayoral action items, and community concerns.
3. Create cost savings by consolidating various independent systems under one system that utilizes the same software package. At the same time, this software will allow the city to time and date stamp each call, assist in the performance-based budgeting process, and document information and data.
4. Establish the groundwork necessary to create an opportunity to leverage grant funds from State and Federal governments.
In order to enter into contract with qualified vendors for this purchase, the Department of Technology has concluded its statement of qualifications (RFSQ) process under City Code 329.13 and successfully negotiated contracts with the vendors listed below for the amounts specified. DoT established an evaluation team consisting of eleven members representing EBOCO, Purchasing, Technology, Utilities, Police, Fire, Refuse and the Mayor's Office. The following vendors were selected and will provide the following services:
1. Accenture will provide services including but not limited to consulting, inventory analysis, provisioning, testing, integration and training services associated with call center technology infrastructure (CTI) ($250,000).
2. Oracle will provide the customer relationship management (CRM) software and services including but not limited to consulting, testing, integration and training services in connection with the customer relationship management (CRM) products ($500,000).
FISCAL IMPACT:
The funds associated with this project are available from the Department of Technology information services capital fund and are consistent with the purpose for which the bonds were originally sold. General fund dollars will not be used for this purchase.
CONTRACT COMPLIANCE:
1. Accenture: 720542904
2. Oracle: 942871189
Title
To authorize and direct the City Auditor to transfer funds within the Department of Technology information services capital fund; to authorize the Director of the Department of Technology to purchase software for the ColumbusStat project; to authorize the Director of the Department of Technology to enter into contract with Accenture ($250,000) and Oracle ($500,000); to authorize the expenditure of up to $750,000.00 from the Department of Technology information services capital fund; and to amend the CIB. ($750,000.00)
Body
WHEREAS, currently each city agency has their own method and software used by citizens, businesses and other agencies for entering requests for various city services such as trash, water and sewer complaints, potholes, snow removal, traffic lights, Council constituents concerns, Mayoral action items, and community concerns, and
WHEREAS, purchase of this software will connect each city agency into one central repository data bank, and
WHEREAS, centralization will eliminate redundancy and duplication of systems, software, and build intra/interdepartmental efficiencies in the current work order management environment, and
WHEREAS, this software purchase is compatible with current DoT standards and systems already in place, and
WHEREAS, the purchase of this software is in line with the goals of the Mayor's Covenant for customer service and peak performance, and
WHEREAS, funds for acquisition of the system are available within the Department of Technology information services capital fund, and
WHEREAS, the purpose clause associated with the network project funds is sufficiently broad as to allow for the transfer of funds for the ColumbusStat project, and
BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:
SECTION 1. That the City Auditor be and is hereby authorized and directed to transfer $750,000 within the Department of Technology, department number 4702, fund number 752, from project number 470010 to project number 470015.
SECTION 2. That the Department of Technology, Cable 2002 capital improvements budget be amended as follows: Network Equipment, project number 470010, original budget $750,000, amended budget $0; ColumbusStat, project number 470015, original budget $0, amended budget $750,000.
SECTION 3. That the expenditure of $750,000.00 or so much thereof as may be necessary is hereby authorized to be expended for the aforementioned project from Department/Division 4702, fund 752, project 470015, oca 470015, object level 1 - 06, object level 3 - 6655.
SECTION 4. That the Director of the Department of Technology is hereby authorized to establish contracts with Accenture ($250,000) and Oracle ($500,000) for consulting, application and CTI architecture solutions and associated services.
SECTION 5. That this ordinance shall take effect and be in force from and after the earliest period allowed by law.