Explanation
BACKGROUND
This ordinance authorizes the Director of Technology, on behalf of the Department of Neighborhoods, to renew a contract for software maintenance and hosting related costs with Granicus, LLC (formerly Rock Solid Technology, Inc.) for the 311 Service Request Management System, OneView.
The Department of Neighborhoods uses the 311 Service Request Management System to facilitate customer contacts. The use of an off-the-shelf system, that is utilized in other communities, provides the 311 Customer Service Center with access to ongoing updates and industry’s best practices. This contributes to the ability of the 311 team to provide excellent customer service to all residents when they make contact by phone, e-mail, the 311 website, CBUS 311 mobile app, and in person at the Neighborhood Pride Centers. The intent of this contract is to continue to provide the City of Columbus, Department of Neighborhoods, with the 311 Service Request Management System, OneView. The contract includes annual maintenance and other hosting-related costs of the 311 Service Request Management System.
To procure these services, a Request for Statement of Qualifications (RFSQ - SA011653) was published March 1, 2019. The committee determined that Rock Solid Technology, Inc. met all requirements outlined in the RFSQ. The committee recommended an award to the Director of the Department of Technology and Department of Neighborhoods and was accepted. Due to the time required to fully review and evaluate all proposals, the bid that was submitted by Rock Solid Technology, Inc. in April of 2019 had since expired. The vendor agreed to honor the pricing and terms and conditions presented in their April 2019 bid proposal. Because the bid expired, a waiver of competitive bidding provisions of Columbus City Code was requested. Ordinance 1765-2020 authorized the Director of the Department of Technology (DoT), on behalf of the Director of the Department of Neighborhoods, to ent...
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