STRATEGIC PRIORITY: Government Performance and Financial Management
AGENDA DATE: December 11, 2024
COUNCIL DISTRICT(S): All
DEPARTMENT: Office of Procurement Services
EXECUTIVE: Donzell Gipson
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SUBJECT
Title
Authorize Supplemental Agreement No. 5 to exercise the third of three, one-year renewal options to 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 - Not to exceed $437,090.80 - Financing: Data Services Fund (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, the 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. T...
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