PILLAR: Core
AGENDA DATE: November 12, 2025
COUNCIL DISTRICT(S): Citywide
DEPARTMENT: Office of Procurement Services
PRIORITY: N/A
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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.
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