Explanation
This ordinance authorizes the Director of the Department of Technology (DoT), on behalf of various city departments, to enter into a contract with ConvergeOne, Inc. for professional services and maintenance and support services associated with the Genesys Interactive Voice Response (IVR) system, in the amount of $387,237.08, for the coverage term period through April 29, 2022. The current IVR system is used by the city’s 311, Public Utilities, BZS, and Technology Help Desk call centers. The Department of Technology via SA005214 established a contract agreement (EL015526) under the authority of ordinance 0177-2014 passed by council March 31, 2014 to acquire IVR equipment, software, maintenance and support, and services. Ordinance 0177-2014 authorized a one-year contract with four annual renewal options. As consistent in the past, since the last renewal option has been exhausted, the department requests to waive the provisions of competitive bidding.
This contract will provide maintenance and support for the duration of a five (5) year period with the option to renew an additional two (2) years thereafter. The additional time is to allow us time to bid out the entire system maintenance and support, while continuing to have coverage. This decision is a result of the OEM, Genesys, having a policy of not permitting multiple parties supporting our IVR systems. The Department of Technology is currently in a three (3) year contract for our Genesys hosted IVR solution and a five (5) year contract for our maintenance and support for our On-Premises IVR solution as a result of CARES Act funding projects and procurement. The OEM's policy puts us in the position of relying on our current vendor ConvergeOne. Due to this OEM policy, we cannot bid out our pre-established IVR system's maintenance and support with ConvergeOne to be shared with any other vendor. Given these circumstances, the Department of Technology requests to waive the provisions of the com...
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