Explanation
Background: This legislation authorizes the Director of the Department of Public Utilities to enter into an agreement with i3 Milestone, LLC. for Customer Self-Service Portal Solution and Implementation services.
The i3 Milestone ePortal has been selected as part of the customer cloud service and Integrated Systems Upgrade Project. This portal is a new self-service software solution that will help support the Department of Public Utilities and its customers. i3 Milestone, LLC. is the sole developer of the software and will provide all licenses and support. The support agreement is in effect for a period of one (1) year to and including March 31, 2026.
The i3 Milestone ePortal is a new software solution that will support the Department of Public Utilities and its customers. It will be fully integrated with the Oracle customer cloud service, the interactive voice response system, and the Department’s bill print vendors. It will provide customers with various functionalities including the ability to retrieve historic bills, view and export usage data, and project rate increase and forecasted usage impacts on their budget. It will also provide our customers with easy navigation and the ability to update their account including paperless billing, billing alerts, and methods of communication. The new portal can be accessed to pay customers bills electronically via a desktop or mobile device.
The ePortal will provide the City with a reduced call volume due to the self-service functions, allowing the Department’s Customer Service and Billing sections to operate more efficiently. Some of the calls that are expected to be minimized involve questions regarding special payment arrangements, customer moves, outage reporting, an agent chat, ability to complete online applications for discounts, and schedule appointments.
Procurement:
The Department of Public Utilities solicited competitive proposals through Vendor Services and Bonfire from September 27th, 2024 to October 18th, 2024 for the Customer Self-Service Portal Solution and Implementation in accordance with the relevant provisions of Chapter 329 of City Code, RFQ028837. Four (4) bids were received by 360S2G, i3 Milestone, LLC., J.P. Morgan, and VertexOne. They were all deemed responsive and were evaluated on October 18th, 2024. The evaluation committee determined that i3 Milestone, LLC. submitted the strongest proposal because of the relevant experience of its project team, its understanding of the Department’s scope of work, its understanding of the requirements of the remote desktop protocols, and presented a tailored approach to address those needs.
The term of the contract will be for one-year with annual renewals for the duration of the software usage. For each year of the contract, funding is contingent on funding availability, mutual agreement between the parties, approval of City Council, and certification of funds by the City Auditor.
This ordinance authorizes the initial term of the contract and is being submitted in accordance with the relevant provisions of Chapter 329 of City Code.
Principal Party:
i3 Milestone, LLC.
40 Burton Hills Blvd., Suite 415
Nashville, TN 37215
David Jordan, 803-466-8680
Contract Compliance Number: 051728
Contract Compliance Expiration Date: February 13, 2027
Fiscal Impact: $220,000.00 is available from within the Public Utilities Operating Funds to meet the financial obligations of this contract.
$0.00 was spent in 2024
$0.00 was spent in 2023
Title
To authorize the Director of the Department of Public Utilities to enter into a service agreement with i3 Milestone, LLC. for customer self-service portal and implementation support services; and to authorize the expenditure of $220,000.00 split between the Electricity, Water, Sanitary Sewer, and Stormwater Operating Funds. ($220,000.00)
Body
WHEREAS, it is necessary to authorize the Director of the Department of Public Utilities to enter into an agreement with i3 Milestone, LLC. for the customer self-service portal solution and implementation support services; and
WHEREAS, the Department of Public Utilities solicited proposals for the customer self-service portal solution and implementation support services in accordance with the provisions of Chapter 329 of City Code through RFQ028837; and
WHEREAS, the Department of Public Utilities wishes to enter into a service agreement for a period of one (1) year to and including April 30, 2026; and
WHEREAS, it is necessary to authorize the expenditure of $220,000.00 from the Public Utilities Operating Fund, split among the Electricity, Water, Sanitary Sewer, and Stormwater Operating Funds; and
WHEREAS, it has become necessary in the usual daily operation of the Department of Public Utilities, to authorize the Director of the Department of Public Utilities to enter into a contract for customer self-service portal solution and implementation support services with i3 Milestone, LLC.; NOW, THEREFORE,
BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:
SECTION 1. That the Director of the Department of Public Utilities is authorized to enter into a service agreement with i3 Milestone, LLC., for the customer self-service portal solution and implementation support. The amount being authorized by this ordinance is $220,000.00.
SECTION 2. That this contract is in accordance with the relevant provisions of Chapter 329 of the Columbus City Codes.
SECTION 3. 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 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 3. That the expenditure of $220,000.00 or so much thereof as may be needed, is hereby authorized from object class 03, Services, split among the Electricity, Water, Sanitary Sewer, and Stormwater Operating Funds, per the accounting codes in the attachment to this ordinance.
SECTION 5. That this ordinance shall take effect and be in force from and after the earliest period allowed by law.