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.