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REQUEST FOR <br />COUNCIL ACTION <br />CITY COUNCIL MEETING DATE: <br />OCTOBER 21, 2014 <br />TITLE: <br />AGREEMENT WITH SELECTRON <br />TECHNOLOGIES, INC., FOR INTERACTIVE <br />VOICE RESPONSE SYSTEM <br />{STRATEGIC PLAN NOS. 7,2D & 5E} <br />CITY MA AGER <br />RECOMMENDED ACTIONS <br />CLERK OF COUNCIL USE ONLY: <br />APPROVED <br />❑ As Recommended <br />❑ As Amended <br />❑ Ordinance on 1" Reading <br />❑ Ordinance on 2ntl Reading <br />❑ Implementing Resolution <br />❑ Set Public Hearing For <br />CONTINUED TO <br />FILE NUMBER <br />Authorize the City Manager and Clerk of the Council to execute a two -year agreement with <br />a one -year optional renewal exercisable by the City, with Selectron Technologies, Inc., for: <br />1) system installation with one -year warranty and two additional years of maintenance in an <br />amount not to exceed $232,680, and 2) an additional contingency in the amount of $95,000 <br />to expand implementation, subject to non - substantive changes by the City Attorney and <br />City Manager. <br />DISCUSSION <br />The City of Santa Ana receives public inquiry and resident and business service calls via <br />the City's internal telecommunications switchboard to service account areas such as <br />Municipal Utility Billing and Dog Licenses. In Municipal Utilities, there are only two full -time <br />and one part -time employees available to handle all customer walk -in and telephone calls <br />during peak and operational customer service hours of 8am to 5pm. Calls are routed <br />through a 15 -year old fixed capacity 4- channel sequencer that only queues and displays <br />the number of incoming calls waiting to be serviced. From May 1, 2013 to April 30, 2014, <br />Municipal Utilities and Dog License respectively received 23,788 and 5,098 incoming calls <br />(not including follow -up outgoing calls). As a result, City Hall experiences extended service <br />lines and telephone call jams with no ability to route in -bound calls according to their level <br />of emergency or need or request. In addition, there is no means for customers from home <br />to receive answers to general questions or make payments for shut -off notices after - hours. <br />The City Attorney's Office (CAO) frequently receives calls seeking specific information from <br />in -house attorneys and special contract counsel. New callers with pertinent case details or <br />seeking legal action information often leave messages for time critical issues. Currently, <br />there is no ability to gage priority need or type of on request. <br />25KK -1 <br />