STRATEGIC PRIORITY: Government Performance & Financial Management
AGENDA DATE: June 14, 2023
COUNCIL DISTRICT(S): All
DEPARTMENT: Office of Procurement Services
EXECUTIVE: Jack Ireland
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SUBJECT
Title
Authorize 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 - Not to exceed $424,360 - Financing: Data Services Fund (subject to annual appropriations)
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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 software for the Department of Information and Technology Services. The customer relationship management software allows 3-1-1 dispatchers to log and document resident's non-emergency service requests and route them to the appropriate City departments. Departments can then document what actions were taken to complete the service request. The customer relationship management software 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. The customer relationship management software is fully integrated with various city applications which are utilized by the City departments such as Department of Code Compliance, Department of Dallas Animal Services, Department of Sanitation Services, and the Water Utilities Department.
On November 10, 2015, the City Council authorized a living wage policy that requires contractors to pay their employees a "living wage" rate as establ...
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