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REQUEST FOR <br />COUNCIL ACTION <br />CITY COUNCIL MEETING DATE: <br />SEPTEMBER 19, 2017 <br />TITLE: <br />APPROVE A FIRST AMENDMENT TO <br />THE AGREEMENT WITH SELECTRON <br />TECHNOLOGIES, INC., FOR <br />INTERACTIVE VOICE RESPONSE <br />SYSTEM MAINTENANCE, SERVICES, <br />AND SOFTWARE <br />{STRATEGIC PLAN NOS. 7, 2D 5E) <br />ITY MANAGER <br />RECOMMENDED ACTION <br />CLERK OF COUNCIL USE ONLY: <br />APPROVED <br />❑ As Recommended <br />❑ As Amended <br />❑ Ordinance on 1s' Reading <br />❑ Ordinance on 2nd Reading <br />❑ Implementing Resolution <br />❑ Set Public Hearing For <br />CONTINUED TO <br />FILE NUMBER <br />Authorize the City Manager and the Clerk of the Council to execute an amendment to the <br />agreement with Selectron Technologies, Inc., for Interactive Voice Response System <br />maintenance, services, and software in an amount not to exceed $108,851.00 for a three year <br />and eight-month period from November 1, 2017 — June 30, 2021, subject to non -substantive <br />changes approved by the City Manager and City Attorney. <br />DISCUSSION <br />On October 21, 2014, the City Council authorized the City to enter into an agreement with <br />Selectron Technologies, Inc., to provide an Interactive Voice Response (IVR) system to provide <br />enhanced telephone voice service for the Municipal Utility Services (MUS), Dog License, and City <br />Attorney business functions. Staff recommended Selectron Technologies, Inc., to provide this <br />solution as the responsive bidder to the City's Request for Proposal 14-025. <br />The IVR system expands and enhances service delivery by providing 24 hour, 7 -days per week <br />(24/7) access to general information, customer account information and allow payments to be <br />made via telephone in English, Spanish, and Vietnamese. <br />The implementation of this system is a multi -phase project and has already been implemented in <br />the City Attorney's Office and Municipal Utility Services, and will be implemented for Dog <br />Licensing once that system is upgraded. <br />The system has benefited both the City as well as the public. The system receives an average of <br />260 calls per weekday, and around 40% are handled without transferring to a live operator. Also, <br />the system on average processes utility payments of $5,000 per day. Callers are able to obtain <br />the information they seek and make payments in an easy and efficient manner regardless of City <br />Hall operating hours. For the City Attorney's Office, the system has allowed callers to be routed <br />directly to the staff desired as well as provide information on common legal questions. The City <br />Attorney's Office was able to eliminate their need for a telephone receptionist as a result of this <br />system. <br />2513-1 <br />