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File #: 3078-2023    Version: 1
Type: Ordinance Status: Passed
File created: 10/27/2023 In control: Technology Committee
On agenda: 12/4/2023 Final action: 12/7/2023
Title: To authorize the Director of the Department of Technology, on behalf of the Director of the Department of Neighborhoods, to modify an existing contract with Granicus, LLC. for hosting of the 311 Respond System; and to authorize the expenditure of $288,862.00 from the Information Services operating budget for the above-mentioned service. ($288,862.00)
Attachments: 1. 3078-2023EXP, 2. 1765-2020, 3. COLS Change Request Form 2023 Phase 2 10_2_2023
This ordinance authorizes the Director of the Department of Technology (DoT), on behalf of the Director of the Department of Neighborhoods, to modify an existing contract with Granicus, LLC (formerly known as Rock Solid Technology, Inc.), for hosting of the 311 Respond System. This contract was first authorized by ordinance 1765-2020. The term of the initial contract agreement was for five (5) years from the date of a purchase order certified/confirmed by the City Auditor's Office.

Since going live in April 2022, the 311 Respond System has helped facilitate over 700,000 customer contacts. Use of an off-the-shelf system that is utilized in other communities provides the 311 Customer Service Center with access to ongoing updates and access to industry best practices. This contributes to the ability of the 311 team to provide excellent customer service to all residents when they make contact by phone, e-mail, the 311 website, CBUS 311 mobile app and in person at the Neighborhood Pride Centers.

The expenditure being authorized by this ordinance is comprised of three parts. First is a $253,500.00 charge for an annual maintenance agreement. This modification will be for one (1) year, starting on March 30, 2024, and ending on March 29, 2025. The second is a $15,362.00 change order, needed for various updates, including software changes and features in the OneView system that will enhance the capabilities of the current CRM System. Finally, there is $20,000 in contingency funds to cover unforeseen issues or requests for changes.

This ordinance also authorizes the expenditure of $288,862.00 for the above-described purpose.

I. Original cost - $1,000,000.00
II. Cost of this modification- $ 288,862.00
III. Total modified cost- $1,288,862.00
IV. The need for additional funds is to pay for annual renewal and maintenance not covered by the initial allotment noted above. The original quote provided by the vendor was 1,096,651. However, only ...

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