Explanation
1. BACKGROUND:
This ordinance authorizes the Director of Technology to modify a 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 enter a 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.
Ordinance 1508-2025 authorized 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.
This ordinance authorizes the Director of the Department of Technology to modify the original contract in order to add funds to pay for the additional professional services and software licensing for the City Income Tax Division in the amount of $212,798.00 which includes $5,000.00 contingency funds.
1.1 Amount of additional funds to be expended: $212,798.00
The original contract amount: $876,445.00 (PO471945, Ord. 2326-2024)
Optional renewal #1:...
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