City of Columbus - File #: 2029-2006

• File #: 2029-2006
• Version: 1
• Type: Ordinance
• Status: Passed
• File created: 11/3/2006
• In control: Utilities Committee
• On agenda: 12/4/2006
• Final action: 12/7/2006
• Title: To authorize the Director of Public Utilities to modify the contract with PDT Communications Ltd for installation, upgrade and support of the Customer Interaction Center for the Division of Operational Support , to authorize the expenditure of $8060.00 from the Water Operating Fund, $10,920.00 from the Sewerage System Operating Fund, $2,340.00 from the Stormwater Operating Fund and $4,680.00 from the Electricity Operating Fund and to declare an emergency. ($26,000.00)

Date	Ver.	Action By	Action	Result
12/7/2006	1	CITY CLERK	Attest
12/6/2006	1	MAYOR	Signed
12/4/2006	1	Columbus City Council	Approved	Pass
12/4/2006	1	COUNCIL PRESIDENT	Signed
11/17/2006	1	CITY ATTORNEY	Reviewed and Disapproved
11/17/2006	1	Utilities Drafter	Sent for Approval
11/17/2006	1	CITY ATTORNEY	Reviewed and Approved
11/17/2006	1	Utilities Drafter	Sent to Clerk's Office for Council
11/16/2006	1	ODI DIRECTOR	Reviewed and Approved
11/16/2006	1	Utilities Drafter	Sent for Approval
11/16/2006	1	Auditor Reviewer	Reviewed and Approved
11/16/2006	1	CITY AUDITOR	Reviewed and Approved
11/16/2006	1	Utilities Drafter	Sent for Approval
11/10/2006	1	Utilities Drafter	Sent for Approval
11/10/2006	1	EBOCO Reviewer	Reviewed and Approved
11/9/2006	1	Finance Reviewer	Reviewed and Approved
11/9/2006	1	Finance Reviewer	Reviewed and Approved
11/9/2006	1	FINANCE DIRECTOR	Reviewed and Approved
11/7/2006	1	TECHNOLOGY DIRECTOR	Reviewed and Approved
11/7/2006	1	Utilities Drafter	Sent for Approval
11/6/2006	1	Utilities Reviewer	Sent for Approval
11/6/2006	1	UTILITIES DIRECTOR	Reviewed and Approved
11/6/2006	1	Utilities Drafter	Sent for Approval
11/3/2006	1	Utilities Drafter	Sent for Approval
11/3/2006	1	Utilities Reviewer	Reviewed and Approved

Explanation

The purpose of this legislation is to authorize the Director of Public Utilities to modify the contract with PDT Communications Ltd for the installation, maintenance and support to upgrade the Customer Interaction Center (CIC), version 2.4 for the Division of Operational Support.


The Interactive Intelligence's CIC Telephone system used by the Department of Public Utilities runs on a Microsoft Server environment, and is located at 910 Dublin Road, Columbus, Ohio, Room 4111. The system currently handles all calls made to the Division of Power and Water and the Division of Sewerage and Drainage Customer Service Sections, DPW Sales Office, DPW Public Office and the DPW Distribution Maintenance/after-hours emergency line. After the upgrade and installation of new hardware and software, the system will be able to handle calls when the new combined Call Center for Public Utilities is in place including an off-site location at 1250 Fairwood Ave Columbus, Ohio and possibly 3500 Indianola Ave, Columbus, Ohio.

Business process changes within the Division of Power and Water and Division of Sewerage and Drainage have expanded the required availability of the system from 8:00 - 5:00 (Monday through Friday) to a present need for 24x7 services with automatic fail-over to minimize system downtime. The Division of Operational Support has two employees certified by Interactive Intelligence to provide first line support and daily maintenance. It is the intent of the Department of Public Utilities to secure second tier support for both the hardware and software, backed by the appropriate hardware manufacturers and Interactive Intelligence (Software Vendor), in order to provide all reasonable expectation of uninterrupted availability and to further assist the Division of Operational Support in acquiring new hardware including but not limited to servers, switches, patch panels and all necessary telephony cards.

The modification is needed for additional lines ...