STRATEGIC PRIORITY: Government Performance and Financial Management
AGENDA DATE: March 25, 2020
COUNCIL DISTRICT(S): All
DEPARTMENT: Office of Procurement Services
EXECUTIVE: Elizabeth Reich
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SUBJECT
Title
Authorize a five-year cooperative purchasing agreement for the purchase of hardware, software, installation services, maintenance, and support to replace and upgrade the 3-1-1 Contact Center for the Department of Information and Technology Services with Presidio Networked Solutions Group, LLC through the Department of Information Resources cooperative agreement - Estimated amount of $5,312,402.21 - Financing: Data Services Fund
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BACKGROUND
This action does not encumber funds; the purpose of a cooperative purchasing agreement is to establish firm pricing for services, for a specific term, which are ordered on an as needed basis according to annual budgetary appropriations. The estimated amount is intended as guidance rather than a cap on spending under the agreement, so that actual need combined with the amount budgeted will determine the amount spent under this agreement.
This cooperative purchasing agreement will provide for the acquisition of a replacement 3-1-1 Contact Center solution. The agreement includes hardware, software, installation services, maintenance, and support.
The 3-1-1 Contact Center operates 24 hours a day, 7 days a week, and handles over 1 million non-emergency service requests. The replacement of the 3-1-1 Contact Center solution will allow for improved management of 3-1-1 operations, which include staff management, call management, and reporting.
Some key benefits to implementing this replacement solution include but are not limited to:
* A scheduling tool that provides suggested scheduling of City call takers based on peak and non-peak hours
* Ability to provide dynamic scheduling of agents related to high/low call volumes
* Ad hoc reporting capabi...
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