Exhibit 1 - Agenda Information SheetCity of Denton
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AGENDA INFORMATION SHEET
DEPARTMENT: Procurement & Compliance
ACM: David Gaines
DATE: January 12, 2021
SUBJECT
Consider adoption of an ordinance of the City of Denton, a Texas home-rule municipal corporation,
authorizing the City Manager, or his designee, to execute a Professional Services Agreement with John
Hoggard dba Utility Planning Network (UPN), for 311/CRM Consulting Services for Customer Service
and Public Affairs as set forth in the contract; providing for the expenditure of funds therefor; and providing
an effective date (RFQ 7485 – Professional Services Agreement for consultant services awarded to John
Hoggard dba Utility Planning Network (UPN), for one (1) year, with the option for one (1) additional one
(1) year extension, in the total two (2) year not-to-exceed amount of $200,000.00).
INFORMATION/BACKGROUND
In the early fall, the City released a request for qualifications (RFQ) for a 311/Customer Relationship
Management (CRM) system that would:
1. Facilitate resident request intake, tracking, and response across city work order systems
2. Integrate and align work order systems and activities within a singular platform
3. Create and facilitate efficiencies in executing work orders across operational areas
The 311/CRM system represents a significant investment for the City ($1.3 million in one-time funding has
been allocated for FY 2020-21) with the potential for a significant positive impact for the community if
implemented successfully.
To ensure a successful implementation, the City issued a Request for Qualifications (RFQ) to solicit
qualified consultants who will act on the City’s behalf and advocate for the interests of the City with the
eventual 311/CRM vendor. Experienced in deploying 311/CRM systems in municipalities of similar size
and scope, a qualified consultant would provide guidance to the City through evaluation of the 311/CRM
RFP responses, assist in the selection of the system vendor, identify and seek cost savings through the
311/CRM system contract, and assist the City through the months-long implementation period.
Implementation tasks generally include reading the organization and departments for the implementation,
identification of implementation barriers, evaluating any alternatives to avoid excessive costs or delays, and
ensuring the City is prepared to deploy the system through adequate training and protocols.
After initial scoring and interviews with two highly-rated respondents, the staff is recommending Utiliplan
as the most qualified respondent. Utiliplan was founded in 1993 and specializes in helping municipalities
City Hall
215 E. McKinney Street
Denton, Texas
www.cityofdenton.com
plan for, create, and launch successful 311 programs. Recent clients include Lexington, KY, Chattanooga,
TN, and Sarasota County, FL.
The contract being considered would allow for consulting services through the duration of the 311/CRM
system selection and implementation across two fiscal years.
• FY 2020-21 – Vendor evaluation, selection, contracting, and initial implementation activities
• FY 2021-22 – Remaining implementation activities, system launch, and post-launch activities
Staff estimates FY 2020-21 costs at $100,000 and FY 2021-22 costs (if approved by Council in that year’s
budget), at $75,000 to $100,000. As a result, the total value of the contract is for a not-to-exceed amount of
$200,000 across two fiscal years.
Request for Qualifications (RFQ) for professional consulting services was sent to 735 prospective firms for
these services. In addition, the RFQ was placed on the Materials Management website for prospective
respondents to download, and advertised in the local newspaper. Five (5) statements of qualifications (SOQ)
were received. The SOQs were evaluated based on published criteria including specifications, probable
performance, and relevant experience. Based upon this evaluation, the recommended award is to John
Hoggard dba Utility Planning Network (UPN) and is determined to be the most qualified firm for the City.
NIGP Code Used for Solicitation: 208 & 918 -
Notifications sent for Solicitation sent in IonWave: 735
Number of Suppliers that viewed Solicitation in IonWave: 85
HUB-Historically Underutilized Business Invitations sent out: 58
SBE-Small Business Enterprise Invitations sent out: 221
Responses from Solicitation: 5
RECOMMENDATION
Award a contract with John Hoggard dba Utility Planning Network (UPN), for 311/CRM Consulting
Services for Customer Service and Public Affairs, in a one (1) year, with the option for one (1) additional
one (1) year extension, in the total two (2) year not-to-exceed amount of $200,000.
PRINCIPAL PLACE OF BUSINESS
John Hoggard dba Utility Planning Network (UPN)
Acton, MA
ESTIMATED SCHEDULE OF PROJECT
This is an initial one (1) year contract with options to extend the contract for one (1) additional one (1) year
period, with all terms and conditions remaining the same.
FISCAL INFORMATION
These products and services will be funded through Certificate of Obligation Funds. The City will only pay
for services rendered and is not obligated to pay the full contract amount unless needed.
EXHIBITS
Exhibit 1: Agenda Information Sheet
Exhibit 2: Evaluation Sheet
Exhibit 3: Ordinance and Contract
Respectfully submitted:
Lori Hewell, 940-349-7100
Purchasing Manager
For information concerning this acquisition, contact: Ryan Adams, 940-349-8565.
Legal point of contact: Marcella Lunn at 940-349-8333.