Explanation
BACKGROUND:
This ordinance authorizes the Director of the Department of Technology (DoT) to modify an agreement with ConvergeOne, to provide system hardware equipment, software, maintenance support, and services to upgrade the City’s interactive voice response (IVR) system. The IVR system supports the City’s 311, Utilities, and Technology Help Desk call centers. The department via SA005214 established an agreement (EL015526) with (4) four annual renewal options under ordinance 0177-2014 passed by council March 31, 2014 to acquire IVR equipment, software, maintenance and support, and services. The most recent transaction was authorized by ordinance number 0776-2016 passed May 23, 2016 for the IVR system annual maintenance and support services.
This ordinance will authorize a total cost of $119,151.58 with ConvergeOne to complete the IVR system upgrade which entails $29,014.00 for hardware-IVR phones, $10,410.08 for software and maintenance and support, $59,727.50 for professional services, and a $20,000.00 contingency for any unforeseen expenses that may occur. The term of the agreement will be one year from the date of a certified purchase order from the City Auditor’s office.
The City is currently using version 3.0 of the Interactive Intelligence Customer Interaction Center system to meet its needs for an IVR system. There is an immediate need to upgrade that system to the 2016 version, as the current version 3.0 is at end of support. Additional new functions of the 2016 version will provide city call centers with requested new functions for the City’s customer service centers. The IVR system telephones are approaching end of life and will be replaced through this project funding.
1. Amount of additional funds to be expended: $119,151.58
Original contract amount (Ord. #:0177-2014): $112,342.51
Modification#1 Term extension only (Ord. #: 2345-2014) $ -0-
Maintenance and support agreement (Ord. #: 0185-2015):...
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