Explanation
The purpose of this legislation is to authorize the Director of Public Utilities to enter into 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 Water, Division of Sewer and Drainage, Division of Electricity Customer Service Sections, DOW Sales Office, DOW Public Office and the DOW 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 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 Director of Public Utilities received Requests for...
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