Laserfiche WebLink
REQUEST FOR <br />COUNCIL ACTION <br />CITY COUNCIL MEETING DATE: <br />MARCH 15, 2016 <br />TITLE: <br />CONTRACT RENEWAL WITH SYSTEMS <br />AND SOFTWARE, INC. FOR UTILITY <br />BILLING SOFTWARE UPGRADES AND <br />EXTENSION OF MAINTENANCE <br />AGREEMENT <br />(STRATEG PLAN NO. 7, 5) <br />CITY MANAGER <br />RECOMMENDED ACTION <br />CLERK OF COUNCIL USE ONLY: <br />rFGI11:1000 <br />0 As Recommended <br />❑ As Amended <br />0 Ordinance on tat Reading <br />0 Ordinance on 2nd 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 third amended agreement with <br />Systems and Software, Inc. for a comprehensive upgrade of enQuesta, the City's utility customer <br />service and billing system to include additional services for interactive voice recognition and <br />mobile app integration, and to require approval for ancillary funds for hardware acquisition for an <br />amount not to exceed $249,700. Authorization of third amended agreement to also include <br />ongoing system maintenance for the annual calendar year periods of 2016, 2017, and 2018, <br />along with two additional one year extensions for the annual calendar year periods of 2019 and <br />2020 exercisable by the City Manager and City Attorney, subject to non - substantive changes for <br />an amount not to exceed $798,895. <br />DISCUSSION <br />Staff recommends approval of a third amended agreement ( "Amended Agreement ") with <br />Systems and Software, Inc. for the City's existing utility customer service and billing system, <br />( "enQuesta "), to be upgraded from version 3E software to version 4.5, as outlined in the <br />Amended Agreement (Exhibit 1). In order to ensure the City is keeping up with best practices as <br />they relate to utility customer service and billing technology, a comprehensive upgrade for <br />enQuesta is needed including, but not limited to: single sign -on web portal and electronic billing <br />and payment presentation, real -time payment posting, mobile tablet and smartphone application <br />services together with real -time interactive voice recognition ( "IVR ") access, and transition to <br />advanced metering infrastructure. Staff also recommends that at the same time enQuesta IVR <br />and mobile application integration "GO App" modules be licensed to fully support over the phone <br />account access, which will permit customers to view their accounts, receive account messaging <br />from the City, and make payments on a mobile basis. <br />2513-1 <br />