Exhibit 1 - Agenda Information Sheet - ExtensionCity of Denton
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AGENDA INFORMATION SHEET
DEPARTMENT: Procurement
ACM: Cassey Ogden
DATE: May 16, 2023
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 extension between the City of Denton and John Hoggard
dba Utility Planning Network (UPN) through June 10, 2024, to continue to provide 311/CRM Consulting
Services for Customer Service and Public Affairs; and declaring an effective date (RFQ 7485 – extending
a contract with John Hoggard dba Utility Planning Network (UPN), to June 10, 2024). The Public Utilities
Board recommends approval (4 - 0).
STRATEGIC ALIGNMENT
This action supports Key Focus Area: Strengthen Community and Quality of Life.
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:
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.
• FY 2020-21 – Vendor evaluation, selection, contracting, and initial implementation activities
• FY 2021-22 – Remaining implementation activities, system launch, and post-launch activities
On December 13, 2022, Council approved an amendment to increase the contract by $150,000 due to
anticipated implementation preparation and timeline extension of upgrades for existing system integrations.
The item for consideration remedies language to include a term until June 10, 2024.
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 13, 2022, City Council approved Amendment No. 1, with John Hoggard dba Utility Planning
Network (UPN), in the not-to-exceed amount of $150,000, for a total not-to-exceed amount of $350,000.
On May 8, 2023, the Public Utilities Board (PUB) recommended this item to the City Council for
consideration.
RECOMMENDATION
Award Amendment No. 2 with John Hoggard dba Utility Planning Network (UPN), to continue to provide
311/CRM Consulting Services for Customer Service and Public Affairs, for a contract extension through
June 10, 2024.
PRINCIPAL PLACE OF BUSINESS
John Hoggard dba Utility Planning Network (UPN)
Acton, MA
ESTIMATED SCHEDULE OF PROJECT
This contract expires on June 10, 2024.
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: Original Ordinance, Contract, and Amendment 1
Exhibit 3: Amendment 2 Ordinance
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.