Explanation
BACKGROUND:
This ordinance authorizes the Director of the Department of Technology to enter into a three year agreement, effective on the date of a purchase order certified by the City Auditor's Office, with Information Builders, Inc., to purchase an enterprise business intelligence (BI) software system and professional services to assist in implementing that system. The City requires an enterprise business intelligence platform to enable better information access and reporting from its other enterprise applications (e.g., financial system, billing systems, work order systems, etc.). The goal of this project is to deliver usable, timely and accurate information to managers so they can make more informed decisions, thereby improving the efficiency and effectiveness of services delivered by the City. The Department of Technology, in collaboration with other City departments, will implement this new technology over the next three to five years, satisfying the needs of City departments for improved information delivery.
The first phase of this project will provide improved information delivery from the City's Interactive Voice Response (IVR) and 311 Service Request systems. The City anticipates the following benefits as a result of the Phase 1 implementation of the BI system, including:
• Quicker response to service requests processed through the 311 Service Center.
• Deeper analysis of service request trends in the Department of Public Service.
• Reduced IT support requests for custom reports due to robust, intuitive ad-hoc reporting.
• Increased data transparency through the publication of drillable dashboards.
• Improved call center staff utilization due to predictive intraday scheduling.
The estimated cost of the Phase 1 project is $370,000.00. This cost includes $92,830.00 for Information Builders software licenses, $18,566.00 for first year software maintenance and support (a recurring annual cost), $12,500.00 f...
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