Explanation
BACKGROUND
This ordinance authorizes the Director of Technology to renew the 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, Building and Zoning, and City Income Tax Division. 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 entering to contract with TalkDesk, Inc. 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, for 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.
This ordinance authorizes the second renewal at a total cost $579,443.00 for a period of twelve (12) months, starting on October 1, 2026, ending on September 30, 2027.
1.1 Amount of additional funds to be expended
The original contract amount: $876,445.00 (PO471945, Ord. 2326-2024)
Optional renewal #1: $471,545.00 (PO526794, Ord. 1508-2025)
Optional modifications# 1: $212,798.00 (PO526801, Ord. 1711-2025)
Optional renewal #2: $579,443.00 (This ordinance)
The contract amount including all renewals/modifications: $2,140,231.00
EMERGENCY DESIGNATION
Emergency designation is being requested for these services that are necessary to support daily operation activiti...
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