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Award Renewal Agreement with Selectron Technologies, Inc. <br />August 17, 2021 <br />Page 2 <br />1 <br />9 <br />7 <br />0 <br />Utility payments received via the IVR platform are Payment Card Industry Data Security <br />Standard (“PCI DSS”) compliant, meeting the highest standards for payment security. <br />As described above, the IVR system has been completed and successfully implemented <br />for MUS customers. Selectron’s optional scope of services, if desired and approved by <br />the City Council, include implementation of a Dog License IVR, a Business License IVR, <br />a LMS IVR, plus an MUS-related Outbound Messaging application. Currently, the Dog <br />License, Business License, and LMS IVR applications, together with the MUS related <br />Outbound Messaging application, are future optional services as Treasury and the <br />Information Technology Department (“IT”) are actively working on procurement of new <br />Dog License and Business License comprehensive software. On June 15, 2021, the City <br />Council authorized IT to proceed with the procurement of new LMS software. Upon <br />completing the procurement processes for Dog License and Business License, and <br />determining the vendor of each software type, the optional IVR system enhanced phone <br />services may be triggered with Selectron for Dog License, Business License, LMS, and <br />MUS-related Outbound Messaging, as appropriate. <br />The Selectron IVR system is fully integrated into all City payment systems, including <br />enQuesta, the City’s water, sewer, refuse, and sanitation utility billing system. Beginning <br />in Fiscal Year 2019-20, the Finance & Management Services Agency, Public Works <br />Agency, and Information Technology Department undertook the development of a <br />program for the implementation of Advanced Metering Infrastructure (“AMI”) project to <br />provide modern smart metering services to the City’s water utility operation and for MUS <br />customers to which Selectron’s services are tied. In March 2020, FMSA’s Treasury <br />Division began an upgrade to the City’s existing water, sewer, sanitation, and refuse <br />customer information service/utility billing system, enQuesta, to ensure the City is keeping <br />up with best practices as they relate to utility customer service, billing technology, and to <br />ensure compatibility with the City’s AMI program systems. <br />The AMI program is dependent on expanded use of the City’s upgraded MUS enQuesta <br />system with which Selectron’s IVR software services are integrated. The IVR services <br />directly support and are bilaterally integrated with the MUS enQuesta upgrade. The cost <br />to implement an equivalent IVR software service provider is unknown, but would require <br />new software and substantial additional integration expenses to the City as Selectron’s <br />IVR software system is fully integrated through the City’s iNovah centralized cashiering <br />System and into all Treasury programs that require revenue-processing services. <br />Therefore, staff recommends the approval of a renewal agreement with Selectron to <br />ensure annual software support and maintenance of the City’s IVR system. Along with <br />the approval of the Selectron renewal agreement, Treasury is harmonizing agreements <br />with other critical billing and payment processing contracts that relate to the <br />enQuesta/AMI project, such like a future citywide upgrade to iNovah cashiering software