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Information Technology <br />www.santa-ana.org/it <br />Item # 35 <br />City of Santa Ana <br />20 Civic Center Plaza, Santa Ana, CA 92701 <br /> Staff Report <br />August 17, 2021 <br />TOPIC: Interactive Voice Response System Support and Maintenance, Services, and <br />Software <br />AGENDA TITLE: <br />Approve Renewal Agreement with Selectron Technologies, Inc., for Interactive Voice <br />Response System in the Amount not to Exceed $921,213 (General and Non-General <br />Fund) <br />RECOMMENDED ACTION <br />Authorize the City Manager to execute a renewal agreement with Selectron Technologies, <br />Inc. for Interactive Voice Response System software support and maintenance for <br />Municipal Utility Services in the amount of $201,945 and optional services for Outbound <br />Messaging Dog License, Business License, and Land Management System (“LMS”) in <br />the amount of $599,110, for a total not-to-exceed amount of $921,213, including a 15 <br />percent contingency of $120,158, for an initial term commencing July 1, 2021 and expiring <br />December 31, 2025, with a provision for two renewal options, of three years and one year, <br />respectively, ending December 31, 2029, subject to non-substantive changes approved <br />by the City Manager and City Attorney. <br />DISCUSSION <br />Selectron Technologies, Inc. (“Selectron”) provides an Interactive Voice Response <br />(“IVR”) system software to support enhanced telephone voice service for the Municipal <br />Utility Services (“MUS”) section in the Treasury & Customer Service Division (“Treasury”) <br />of the Finance & Management Services Agency (“FMSA”). Santa Ana utility customers <br />have anytime access to their account details and payment options through this 24-hour, <br />seven-days per week (“24/7”) IVR phone system in English, Spanish, and Vietnamese <br />regardless of City Hall operating hours. With 24/7 access by phone, the IVR phone <br />system is also an effective method for Treasury to collect MUS payments through a <br />secure and easy-to-use payment option. <br />The IVR system is a benefit to both the City and the public. The system receives an <br />average of 1,295 calls per week, and approximately 53 percent of calls are handled via <br />the IVR system without being transferred to a live Customer Service Representative. <br />Moreover, the IVR system on an average processes $11,007 per day of utility payments.