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Exhibit 1 - Agenda Information Sheet City of Denton _____________________________________________________________________________________ AGENDA INFORMATION SHEET DEPARTMENT: Procurement & Compliance ACM: David Gaines DATE: November 9, 2021 SUBJECT Consider adoption of an ordinance of the City of Denton, a Texas home-rule municipal corporation, authorizing the City Manager to execute a contract with Verint Americas Inc., dba Verint Systems Inc., for a 311/CRM software solution for the Customer Service and Public Affairs Departments; providing for the expenditure of funds therefor; and providing an effective date (RFP 7446 – awarded to Verint Americas Inc., dba Verint Systems Inc., for three (3) years, with the option for two (2) additional one (1) year extensions, in the total five (5) year not-to-exceed amount of $1,300,000.00). The Public Utilities Board recommends approval (7-0). INFORMATION/BACKGROUND The City of Denton wants to provide customers with a clear and responsive method for engaging with the City on service-related matters. Efficient and effective coordination across multiple departments throughout the City is essential to deliver exceptional services and keep all staff informed. Currently, various departments utilize disparate work order systems, making this coordination difficult and real-time access to information manually driven. While in some cases a common work order system could be implemented across multiple departments, due to the specialized nature of some departments, combining all these systems would not be feasible. Additionally, these systems are centered around internal operations and do not include request management elements that enhance customer engagement and interaction. Therefore, a new system must be utilized to coordinate and leverage data across all departments. To accomplish this, the City needs a system for customers and staff to submit and track service requests, issues, and inquiries. Front- line employees and managers across multiple departments will need access to consistent and holistic information about current operations within the City. The City is recommending the purchase of a 311/CRM system in order to: 1. Allow standardized and automated methods of request intake. These methods will include online forms and email submittals, which can be easily routed to the appropriate department and team with necessary controls so that a cross-department team can effectively route items. The key goals of the system will be collecting comprehensive information from the submitter while providing relevant feedback and guidance. 2. Facilitate routing and efficient workflow across multiple departments. The system will utilize configurable workflows related to higher volume citizen-centric requests and will automatically route those specific requests to appropriate teams or individuals. The system will integrate with City Hall 215 E. McKinney Street Denton, Texas www.cityofdenton.com existing related subordinate systems where possible and will be responsible for sending notifications of new requests to the owning team. The system will also facilitate the re-assignment of items to other teams or departments. 3. Effectively integrate with existing asset management and work order systems. The integration will be bidirectional, where necessary, and ensure that front-line workers utilizing either an existing work order or the CRM system will have access to the same information. The integrations will also allow specific departments to utilize either their own system or the CRM system in order to route requests to other departments. The system will result in greater responsiveness to resident/customer inquiries and requests, streamlined internal processes and coordination between departments, a more informative and complete customer experience for the community, and an enhanced ability to capture and use data to improve services. The recommended vendor, Verint Systems, will provide the base 311/CRM software platform with certain features customized for Denton, facilitate integrations with City of Denton work order systems (as prioritized by staff members), assist in the development of supporting processes and knowledge base information, staff training, and annual system maintenance for a 5 year period beginning on the effective date of the contract. A breakdown of the estimated five-year costs is attached to this item, with a summary of each annual cost below. Funding for additional services not included within the initial project costs will be identified prior to purchase of such services This does not include any additional costs for software enhancements or training during this term that were not originally within the vendor’s proposal: Description Estimated 5-Year Expenditures Year 1 Initial Cost (includes one-time implementation) $517,519.99 Year 2 Annual Cost (includes managed services fees) $150,907.99 Year 3 Annual Cost (includes managed services fees) $150,907.99 Year 4 Annual Cost $150,907.99 Year 5 Annual Cost $150,907.99 Contingency $178,848.05 TOTAL 5 Year NTE Amount: $1,300,000 After evaluating the initial 10 proposals, a shortlist of five (5) respondents were selected for interviews and product demonstrations with City staff. The shortlisted candidates started the interview and demonstration process with a score of zero (0). The selection criterion for the interview and product demonstrations were based upon price, schedule and implementation, maintenance/support, the potential for future growth and enhancement, integration development, user experience, operational and business process improvement, and consolidation of business processes and systems. This group was narrowed to the top two (2) firms that were invited to provide an in-depth product and service demonstration. Staff utilized 311/CRM system consultants to assist in the evaluation, contracting, and reference verification processes. In addition to the evaluation criteria, the recommended vendor has significant experience with deploying similar systems in other local governments. Requests for Proposals was sent to 228 prospective suppliers, including (3) Denton firms, of this item. In addition, specifications were placed on the Materials Management website for prospective suppliers to download and advertised in the local newspaper. Ten (10) proposals were received, references were checked, and proposals were evaluated based upon published criteria including schedule, compliance with specifications, probable performance, and price. Based upon this evaluation, Verint Americas Inc., dba Verint Systems Inc. was ranked the highest and determined to be the best value for the City. NIGP Code Used for Solicitation: 208 - Computer Software for Microcomputer Notifications sent for Solicitation sent in IonWave: 228 Number of Suppliers that viewed Solicitation in IonWave: 41 HUB-Historically Underutilized Business Invitations sent out: 21 SBE-Small Business Enterprise Invitations sent out: 72 Responses from Solicitation: 10 PRIOR ACTION/REVIEW (COUNCIL, BOARDS, COMMISSIONS) On October 25, 2021, the Public Utilities Board (PUB) recommended this item to the City Council for consideration. RECOMMENDATION Award a contract with Verint Americas Inc., dba Verint Systems Inc., for a 311/CRM software solution for the Customer Service and Public Affairs Departments, in a three (3) year, with the option for two (2) additional one (1) year extensions, in the total five (5) year not-to-exceed amount of $1,300,000. PRINCIPAL PLACE OF BUSINESS Verint Americas Inc., dba Verint Systems Inc. Alpharetta, GA ESTIMATED SCHEDULE OF PROJECT This is an initial three (3) year contract with options to extend the contract for two (2) additional one (1) year periods, with all terms and conditions remaining the same. FISCAL INFORMATION These software and services will be funded from Technology Services Project Funds. EXHIBITS Exhibit 1: Agenda Information Sheet Exhibit 2: Evaluation 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.