City of Columbus - File #: 1048-2008

• File #: 1048-2008
• Version: 1
• Type: Ordinance
• Status: Passed
• File created: 6/13/2008
• In control: Administration Committee
• On agenda: 9/8/2008
• Final action: 9/10/2008
• Title: To authorize the Director of Finance and Management to establish a purchase order with PDT Communications for customized software upgrade and services to enhance the current citywide call center, from the Universal Term Contract established for the Department of Technology; to authorize the City Auditor to transfer $7,490.00 between Object Levels within the Department of Technology's Information Services Fund; to authorize the expenditure of $349,000.00 from the Department of Technology's Information Services Fund; and to declare an emergency ($349,000.00)

Date	Ver.	Action By	Action	Result
9/10/2008	1	CITY CLERK	Attest
9/9/2008	1	MAYOR	Signed
9/8/2008	1	Columbus City Council	Approved	Pass
9/8/2008	1	COUNCIL PRESIDENT	Signed
8/6/2008	1	CITY ATTORNEY	Reviewed and Approved
8/6/2008	1	Technology Drafter	Sent to Clerk's Office for Council
8/5/2008	1	Technology Drafter	Sent for Approval
8/5/2008	1	CITY AUDITOR	Reviewed and Approved
8/5/2008	1	CITY AUDITOR	Reviewed and Approved
8/5/2008	1	Technology Drafter	Sent for Approval
8/4/2008	1	Finance - Purchasing Reviewer	Reviewed and Approved
8/4/2008	1	FINANCE DIRECTOR	Reviewed and Approved
8/1/2008	1	Finance Reviewer	Reviewed and Approved
8/1/2008	1	Finance Reviewer	Reviewed and Approved
7/29/2008	1	EBOCO Reviewer	Reviewed and Approved
7/29/2008	1	ODI DIRECTOR	Reviewed and Approved
7/29/2008	1	Technology Drafter	Sent for Approval
7/28/2008	1	Technology Drafter	Sent for Approval
7/25/2008	1	TECHNOLOGY DIRECTOR	Reviewed and Approved
7/17/2008	1	TECHNOLOGY DIRECTOR	Reviewed and Disapproved
7/17/2008	1	Technology Drafter	Sent for Approval
7/16/2008	1	Technology Drafter	Sent for Approval
6/25/2008	1	TECHNOLOGY DIRECTOR	Reviewed and Disapproved
6/16/2008	1	Technology Drafter	Sent for Approval
6/15/2008	1	Technology Reviewer	Reviewed and Approved
6/13/2008	1	Technology Drafter	Sent for Approval

Explanation
BACKGROUND:
This legislation authorizes the Director of Finance and Management, on behalf of the Department of Technology, to establish a purchase order for Interactive Intelligence, Inc. (I3) Interactive Voice Response (IVR) customized software upgrade, maintenance, support and related services to enhance the current citywide call center platform. This purchase will be accomplished through a Universal Term Contract (UTC); FL003366 - BPCOM11A - expiration date 12/31/2009; established with PDT Communications. As the IVR is a critical component for citizen access to City services (associated with the citywide call centers), such as yet not limited to the City of Columbus 311 call center that provides citizens with a single point of contact for requesting all non-emergency services (such as trash pickup); the Department of Utilities call center that provides citizens with access to their water account; the Division of Electricity call center that provides citizens access to their electricity account and the Department of Technology Help Desk that provides City employees assistance with technology related problem(s) and direct the City employees to the appropriate technology staff to assist with the problem(s). Establishing this purchase order will provide the citywide call center with the following enhancements: application integration between the call center platform and current city databases; the ability to utilize other resouces to re-route calls between call center locations in case of service disruptions and disaster recovery; speech recognition software to speech enable the city's auto attendants for improved customer service options; software upgrade to most current release; Dialed Number Identification Service (DNIS) to assist with call monitoring and inbound call control and an enhanced maintenance package that included PDT Communication support and training.

Also, this legislation will authorize the City Auditor to transfer funds be...