PILLAR: Core
AGENDA DATE: November 12, 2025
COUNCIL DISTRICT(S): Citywide
DEPARTMENT: Office of Procurement Services
PRIORITY: N/A
______________________________________________________________________
SUBJECT
Title
Authorize Supplemental Agreement No. 7 to increase the service contract with Accenture LLP for continued maintenance and support to host a customer relationship management software for the Department of Information and Technology Services to extend from October 31, 2025 to October 31, 2026 - Not to exceed $510,402.23, from $4,497,506.80 to $5,007,909.03 - Financing: Financing: Data Services Fund ($450,203.52) and Information Technology Equipment Fund ($60,198.71) (subject to annual appropriations)
Body
BACKGROUND
This action does not encumber funds; the purpose of a service contract is to establish firm pricing for services, for a specific term, which are ordered on an as needed basis.
This Supplemental Agreement will provide for continued maintenance and support to host a customer relationship management (CRM) software for the Department of Information and Technology Services. The CRM software allows 311 dispatchers to log and document residents' non-emergency service requests and route them to appropriate City departments. Departments can then document what actions were taken to complete the service request.
CRM offers residents the ability to submit service requests by phone, online, or using a mobile application. Additionally, residents can track and receive updates on service requests that have been submitted. Through the CRM application, residents can submit services for non-emergency issues such as code violations, pothole repair, parking violations, or for obtaining general questions related to their neighborhood.
On November 10, 2015, City Council authorized a living wage policy that requires contractors to pay their employees a “living wage” rate as established annually by the Massachusetts Institute of Technology Living Wage Calculator for Dallas County by Resolution No. 15-2141. This contract extension option includes the living wage of $18.24.
PRIOR ACTION/REVIEW (COUNCIL, BOARDS, COMMISSIONS)
On October 25, 2017, the City Council authorized a five-year subscription and maintenance contract, with three one-year renewal options, for the hosting and implementation of a Customer Relationship Management (CRM) application with Incapsulate, LLC and Supplemental Agreement No. 1 to extend the subscription and maintenance contract with Salesforce distributed by Carahsoft Technology Corporation through the Department of Information Resources to provide licenses for the CRM application from November 1, 2017 through October 31, 2022, by Resolution No. 17-1664.
On January 11, 2023, the City Council authorized Supplemental Agreement No. 3 to exercise the first of three one-year renewal options to the service contract with Incapsulate, LLC for maintenance and support to host a customer relationship management software for the Department of Information and Technology Services by Resolution No. 23-0128.
On June 14, 2023, the City Council authorized Supplemental Agreement No. 4 to exercise the second of three, one-year renewal options, to the service contract with Incapsulate, LLC, for maintenance and support to host a customer relationship management software for the Department of Information and Technology Services by Resolution No. 23-0808.
On December 11, 2024, the City Council authorized Supplemental Agreement No. 5 to exercise the third of three, one-year renewal options, to the service contract with Accenture LLP, for maintenance and support to host a customer relationship management software for the Department of Information and Technology Services by Resolution No. 24-1813.
FISCAL INFORMATION
|
Fund |
FY 2026 |
FY 2027 |
Future Years |
|
Data Services Fund |
$450,203.52 |
$0.00 |
$0.00 |
|
Information Technology Equipment Fund |
$ 60,198.71 |
$0.00 |
$0.00 |
|
Total |
$510,402.23 |
$0.00 |
$0.00 |
LOCAL PARTICIPATION
|
Prime |
Status |
Workforce % |
|
Accenture, LLC |
Non-local |
0.00% |
OWNER/EXECUTIVE
Accenture LLP
500 West Madison Street
Chicago, IL 60661
Julie Sweet, Chief Executive Officer