Exhibit 1 - Agenda Information Sheet - Amendment 1City of Denton
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AGENDA INFORMATION SHEET
DEPARTMENT: Procurement
CFO: Cassey Ogden
DATE: December 13, 2022
SUBJECT
Consider adoption of an ordinance of the City of Denton, a Texas home-rule municipal corporation,
authorizing the approval of a first amendment to a Professional Services Agreement between the City of
Denton and John Hoggard dba Utility Planning Network (UPN), amending the contract approved by the
City Council on January 12, 2021, in the not-to-exceed amount of $200,000.00; said first amendment to
provide project management and consulting services for development of a customer relationship
management system and 311 contact center implementation for the Customer Service Department;
providing for the expenditure of funds therefor; and providing an effective date (RFQ 7485 – providing for
an additional first amendment expenditure amount not-to-exceed $150,000.00, with the total contract
amount not-to-exceed $350,000.00).
INFORMATION/BACKGROUND
The City of Denton desires to provide customers with a clear and responsive method for engaging with the
City on service-related matters. A Customer Relationship Management (CRM)/311 system would facilitate
resident request intake, tracking, and response across the city work order system. The system would also
integrate and align work order systems and activities within a singular platform, creating and facilitating
efficiencies in executing requests across departments and operational areas.
UPN was contracted to assist the City in the selection and implementation of a CRM/311 system across two
fiscal years as expected below:
• FY 2020-21 – Vendor evaluation, selection, contracting, and initial implementation activities
• FY 2021-22 – Remaining implementation activities, system launch, and post-launch activities
UPN has provided guidance to the City through the evaluation of the 311/CRM RFP responses, assisted in
the selection of the system vendor, continues to identify and seek cost savings through the 311/CRM system
contract, and is assisting the City through the implementation period.
Due to anticipated implementation preparation and timeline extension of upgrades for existing system
integrations, the exercise of the one (1) year optional contract extension and additional funding in an amount
not to exceed $150,000 is required to meet project completion.
City Hall
215 E. McKinney Street
Denton, Texas
www.cityofdenton.com
PRIOR ACTION/REVIEW (Council, Boards, Commissions)
On January 12, 2021, City Council approved a contract with John Hoggard dba Utility Planning Network
(UPN), in the not-to-exceed amount of $200,000 (Ordinance 20-2579).
On December 12, 2022, this item will be presented to the Public Utilities Board (PUB) for consideration.
RECOMMENDATION
Award Amendment No. 1 with John Hoggard dba Utility Planning Network (UPN), project management
and consulting services for the development of a customer relationship management system and 311 contact
center implementation for the Customer Service Department, in a not-to-exceed amount of $150,000, for a
total amended contract amount of $350,000.
PRINCIPAL PLACE OF BUSINESS
John Hoggard dba Utility Planning Network (UPN)
Acton, MA
ESTIMATED SCHEDULE OF PROJECT
This contract expires on January 12, 2023.
FISCAL INFORMATION
These services will be funded from Certificate of Obligation Funds. Purchase Order #157607 will be revised
to include the first amendment amount of $150,000. The total amount of this contract is $350,000.
EXHIBITS
Exhibit 1: Agenda Information Sheet
Exhibit 2: Original Ordinance and Contract
Exhibit 3: Ordinance and Amendment 1
Respectfully submitted:
Lori Hewell, 940-349-7100
Purchasing Manager
For information concerning this acquisition, contact: Christa Foster, 940-349-7412.
Legal point of contact: Marcella Lunn at 940-349-8333.