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, and Building and Zoning. 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. for the Integrated Voice Response Replacement System. 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, in 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 first renewal at a total cost $471,545.00 for a period of twelve (12) months, starting on October 1, 2025, and ending on September 30, 2026.
Amount of additional funds to be expended
The original contract amount: $876,445.00 (PO471945, Ord. 2326-2024)
Optional renewal #1: $471,545.00 (This ordinance)
TOTAL RENEWALS: $1,347,990.00
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 $471,545.00.
CONTRACT COMPLIANCE
TalkDesk, Inc
Vendor Account #: 045526
Expiration date: 5/30/2025
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