Explanation
BACKGROUND:
In January 2001, Softel developed an Interactive Voice Response (IVR) customer self-service software application for the City of Columbus, Refuse Collection Division. The system is a key component of the Refuse Collection Division's customer service process, providing efficient service delivery to citizens and city employees. Also, the IVR System reduces customer hold time; speed to answer calls; provides the ability for Web surveys that can measure employee and customer opinions and satisfaction, perform market research, interface with existing City applications lines that connect to an existing server in order to distribute calls with a voice response system built-in interface, along with many other functions to extend the capabilities of the division's employees. This system requires a dedicated level of maintenance and support to ensure that its capabilities perform properly.
Under the new agreement authorized by this legislation Softel will provide software support to the City by allowing the system to operate in a manner that suits the specific needs of the Refuse Collection Division. The agreement facilitates application software enhancements, provides ongoing maintenance, and minimizes potential downtime that severely disrupts normal daily business operations.
The agreement will support the Columbus Covenant by providing high quality Customer Service (efficient delivery of service to customers using "best practices") and by maintaining Peak Performance by investing in City employees and sustaining systems that support a high-performing city government.
This legislation is to authorize the Director of The Department of Technology to enter a contract agreement with Softel Communications, Inc. for the purchase of software support services in accordance with the sole source provisions of the Columbus City Code.
FISCAL IMPACT: 2001 expenditures on software maintenance support for the 12 months ending September 27, 2002 tot...
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