STRATEGIC PRIORITY: Core
AGENDA DATE: June 25, 2025
COUNCIL DISTRICT(S): Citywide
DEPARTMENT: Office of Communications and Customer Experience/311
EXECUTIVE: Elizabeth Saab
______________________________________________________________________
SUBJECT
Title
Authorize Supplemental Agreement No. 2 to increase the professional services contract with Envision Dallas Holdings, LLC dba Envision Interface for call center services for the Office of Communications & Customer Experience/311 - Not to exceed $222,831.00, from $891,324.00 to $1,114,155.00 - Financing: General Fund (subject to annual appropriations)
Body
BACKGROUND
Envision Dallas provides employment opportunities and services for individuals who are blind or visually impaired. Through this partnership, Envision Dallas call agents handle over 80% of municipal court calls previously handled by 311 agents, enabling 311 agents to concentrate on other priority calls and enhancing overall service efficiency.
On June 8, 2022, the City Council authorized a professional services contract with Envision Dallas Holdings, LLC dba Envision Interface to provide call center services. Envision Dallas Holdings, LLC dba Envision Interface handles calls received by the 311 Department for the Dallas Municipal Court while adhering to quality and call handling metrics associated with providing a high level of customer service.
On April 29, 2024, Administrative Action No. 24-5649 authorized Supplemental Agreement No. 1 to the service contract with Envision Dallas Holdings, LLC dba Envision Interface to amend the contract and recognize the contractor’s principal office as changing from 4306 Capital Avenue, Dallas, Texas, 75204 to 18010 Valley View Lane, Farmers Branch, Texas, 75234.
This Supplemental Agreement No. 2 will allow for continued call center services support for the Office of Communications & Customer Experience/311. Envision Dallas Holdings, LLC dba Envision Interface will expand on call center services and handle incoming calls related to the Dallas Police Auto Pound and the Dallas Municipal Court.
ESTIMATED SCHEDULE OF PROJECT
Begin Services June 2025
Complete Services June 2026
PRIOR ACTION/REVIEW (COUNCIL, BOARDS, COMMISSIONS)
On June 8, 2022, the City Council authorized a professional services contract with Envision Dallas Holdings, LLC dba Envision Interface to provide call center services by Resolution No. 22-0854.
The Government Performance & Financial Management Committee was briefed by memorandum regarding this matter on June 10, 2025. <https://dallascityhall.com/government/citymanager/Documents/Council%20Materials/J.%20Envision%20Dallas%20Holdings.pdf>
FISCAL INFORMATION
|
Fund |
FY 2025 |
FY 2026 |
Future Years |
|
General Fund |
$24,759.00 |
$198,072.00 |
$0.00 |
Service Contract $ 891,324.00
Supplemental Agreement No. 1 $ 0
Supplemental Agreement No. 2 (this action) $ 222,831.00
Total $1,114,155.00
OWNER/EXECUTIVE
Envision Dallas Holdings, LLC dba Envision Interface
18010 Valley View Lane
Farmers Branch, Texas 75234
Patrick Tuttle, Senior Vice President, Operations and New Product Development