Explanation
BACKGROUND:
This ordinance authorizes the Director of the Department of Technology to enter into an agreement with North American Communication Resources (NACR) to provide technology systems, software licensing and support, and associated professional services in support of the City’s interactive voice response (IVR) system. The IVR system supports the City’s 311, Utilities, and Technology Help Desk call centers. This agreement will enable the City to purchase new IVR technology at up to a 7.5% discount off of normal NACR prices, obtain annual maintenance and support for the IVR system, and associated professional services at agreed upon hourly rates, inclusive of expenses. The term of this agreement will be from April 1, 2014 to March 31, 2015, with an option to renew for four (4) additional one (1) year terms, subject to mutual agreement and approval of proper City authorities.
This ordinance will also authorize the expenditure of $112,342.51 through this agreement. This includes $95,406.60 to provide annual software maintenance and support for the period April 1, 2014 to March 31, 2015; $10,285.91 to purchase additional IVR software licenses; and $6,650.00 for as-needed technical support services, to be billed at $190.00 per hour for service provided during business hours, and $285.00 per hour for after-hours service.
To procure these services, a Request for Proposals (SA005214) was published and responses were due by January 9, 2014. The solicitation received four (4) proposals, which were scored by an evaluation committee of three (3) employees of the Department of Technology. Each committee member scored the proposals using the following criteria: competence of the offeror (up to 20 points), quality and feasibility of proposed services (20 points), ability of the offeror (20 points), past performance of the offeror (20 points), and the cost of proposed services (20 points). After an initial evaluation of the proposals, the committee ...
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