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7485 - Formal Amendment 3 Executed Docusign City Council Transmittal Coversheet File Name Purchasing Contact City Council Target Date Piggy Back Option Contract Expiration Ordinance Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 Christina Dormady PSA Not Applicable 7485 311-CRM Consultant, Amendment 3 AUGUST 6, 2024 APRIL 30, 2025 24-1482 7485 PSA – Amendment #3 Page 1 of 2 THIRD AMENDMENT TO CONTRACT BY AND BETWEEN THE CITY OF DENTON, TEXAS AND UTILITY PLANNING NETWORK (UPN) PSA 7485 THE STATE OF TEXAS § COUNTY OF DENTON § THIS THIRD AMENDMENT TO CONTRACT 7485 (“Amendment”) by and between the City of Denton, Texas (“City”) and John Hoggard dba Utility Planning Network (UPN) (“Consultant”); to that certain contract executed on January 12, 2021, in the original not-to-exceed amount of $200,000 (the “Original Agreement”); amended on December 13, 2022 in the additional amount of $150,000 aggregating a not-to-exceed amount of $350,000 (the “First Amendment”); amended on April 3, 2024 in the additional amount of $49,000 aggregating a not-to-exceed amount of $399,000 (the “Second Amendment”); (collectively, the Original Agreement, the First Amendment, the Second Amendment, are the “Agreement”) for services related to 311/CRM Consulting Services. WHEREAS, the City deems it necessary to further expand the services provided by Consultant to the City pursuant to the terms of the Agreement, and to provide an additional 1 year term with this Amendment, and to provide an additional not-to-exceed amount $115,000 with this Amendment for an aggregate not-to-exceed amount of $514,000; and FURTHERMORE, the City deems it necessary to further expand the goods/services provided by Consultant to the City; NOW THEREFORE, the City and Consultant (hereafter collectively referred to as the “Parties”), in consideration of their mutual promises and covenants, as well as for other good and valuable considerations, do hereby AGREE to the following Amendment, which amends the following terms and conditions of the said Agreement, to wit: 1. The additional services described in Exhibit “A” of this Amendment, attached hereto and incorporated herein for all purposes, for professional services related to the 311/CRM Consulting Services, are hereby authorized to be performed by Consultant. For and in consideration of the additional services to be performed by Consultant, the City agrees to pay, based on the cost estimate detail attached as Exhibit “A” to this Amendment, a total fee, including reimbursement for non-labor expenses an amount not to exceed $115,000. 2. This Amendment modifies the Agreement amount to provide an additional $115,000 for the additional services with a revised aggregate not to exceed total of $514,000. Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 7485 PSA – Amendment #3 Page 2 of 2 The Parties hereto agree, that except as specifically provided for by this Amendment, that all of the terms, covenants, conditions, agreements, rights, responsibilities, and obligations of the Parties, set forth in the Agreement remain in full force and effect. IN WITNESS WHEREOF, the City and the Consultant, have each executed this Amendment electronically, by and through their respective duly authorized representatives and officers on this date _________________________. “Consultant” Utility Planning Network (UPN) By: _________________________________ AUTHORIZED SIGNATURE, TITLE APPROVED AS TO LEGAL FORM: MACK REINWAND, CITY ATTORNEY By: _________________________________ “CITY” CITY OF DENTON, TEXAS A Texas Municipal Corporation By: _______________________________ ATTEST: LAUREN THODEN, CITY SECRETARY By: _________________________________ THIS AGREEMENT HAS BEEN BOTH REVIEWED AND APPROVED as to financial and operational obligations and business terms. _______________ ________________ SIGNATURE PRINTED NAME __________________________________ TITLE __________________________________ DEPARTMENT Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 Jerry Looper JL Customer Serivce 8/7/2024 City of Denton CRM Project Project Change Order UPN CO-04-24 UPN Change Order Page 1 of 4 Project Name: Verint CRM Project Change Order: UPN CO-04-24 Denton Project Leads: Jerry Looper, City of Denton UPN Lead: John Hoggard, UPN Date Created: April 10, 2024 Title Initial UPN SOW Completion & Extension of Work Summary of Change Order The purpose of this Change Order is to: o document successful completion of UPN's initial contract and final related Statement of Work (SOW); and o extend UPN on the project for additional work through April 2025 Details on Final Completed UPN SOW and New UPN Work Throughout the project some items within UPN's original Statement of Work (SOW) have since been removed, and some items have been added to the UPN SOW. With UPN's duties changing throughout the entire engagement with the City of Denton, this document provides a final list of UPN's totality of Scope of Work (SOW) from contract signing through the end of UPN's engagement. As such, the following Statement of Work (SOW) is the final prevailing single Scope of Work for UPN. Items marked below with a checkmark are denoted as items that have been completed to the satisfaction of Denton: UPN’s FINAL SCOPE OF WORK UNDER THE INITIAL CONTRACT  CRM RFQ (RFP) assessment -- making actionable recommendations on the CRM/RFQ that went out prior to UPN being hired  Help assess CRM systems in the market  Assist with the CRM system/vendor selection process  Assistance in assessing proposals and narrowing down vendor responses  Helping staff to collectively narrow down the responses that closely match the requirements/goals of the City  Organizing CRM vendor finalists and product demonstrations; putting together a script for vendors to follow so Denton can compare apples-to-apples  Reach out to other users of the selected CRM prior to contract signing, so we have other 311s' input on the product and vendor Exhibit A Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 City of Denton CRM Project Project Change Order UPN CO-04-24 UPN Change Order Page 2 of 4  Provide contracting advice; specific non-legal contract suggestions/edits and facilitation (as needed) during the CRM procurement process  Implementation assistance as Verint goes through the processes of getting the CRM to be ready for Go Live and use in Denton  Work with the selected vendor as needed to coordinate ongoing project meetings and updating the vendor PM's project schedule  Handle any issues with the selected vendor, as an advocate of the City's best interests  Prior to the reboot, assist the current Call Center Manager with multiple issues/questions related to CRM software implementation  Facilitate and accompany Call Center Manager on best practice information sharing with another CM-Pro user  Assist Denton on the initial CRM phasing business plan (ie what depts should go first etc) up until the project reboot  Provide a re-design suggestion for the customer portal as requested by CF. (Note that CF changed mind on this one and this work was not used, as Denton is going back to using the out of the box portal which UPN recommended using initially.)  Debrief multiple new Denton staff on project history and prior UPN recommendations  Create a report/analysis after the project reboot on suggestions moving forward - and have subsequent conversations about that report as needed  Gather insight on how another UPN 311 client handles cost recovery  Work with the first four new call center agents to answer any questions they have  Offer a project contact for them, and help with their training needs as needed.  UPN will also provide them insight on how 311s work around the country, as many asked for this after initial introductions.  Create an initial draft for determining answers and other details related to the initial calls (not any Engage Denton items) being taken within the CRM at initial Go Live. (Note that this was not a task for UPN until 2024.)  This will also involve discussions between UPN and at least 3 SMEs initially (Parks, CIS and whomever is the SME for items listed in a Non Utility Calls spreadsheet sent to UPN)  UPN will make recommendations, if any are determined, if the SMEs idea for workflow can be improved. UPN will work with that SME to decide if the recommendation should, or shouldn't move forward.  UPN will take this information back to Verint and work with Verint to have them create forms to handle whatever department(s) is recommended by UPN for initial go live.  UPN will work to coordinate calls between the firsts dept for whom the contact center is taking calls at go live (CIS dept/Joshua) up until that dept and SME (Joshua) approves of the initial forms to use at go live for those initial CIS calls.  Document and suggest initial call routing suggestions.  Review and provide edits/suggestions on initial new job descriptions  UPN will create a project re-boot suggested Charter for CRM software implementation.  UPN will provide advice, as budget allows, on the physical call center/311 build out --- but note that this is a separate project being internally run within Denton for which UPN is not responsible. (UPN is not an expert in call center physical build out or IVR/phone systems.) Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 City of Denton CRM Project Project Change Order UPN CO-04-24 UPN Change Order Page 3 of 4  Work with the Verint PM to provide a suggested revised timeline for Go Live  Work with the Verint PM to provide an initial high level framework for tasks required for phasing in future-determined call taking aspects from other depts (but not specific dates will be included)  After a few weeks of the re-boot including UPN conversations with some departments as well as CSRs, UPN will create a CRM implementation project re-boot risk assessment document.  We will document it in a re-boot Risk list with recommendations on mitigating each risk, and will provide it to the project executive sponsor.  This document is provided only to the executive sponsor and higher level authorities, if required, as some risks may involve staff in certain projects.  During the re-boot, UPN will continue to provide Denton with advice based on best practices and experience working with other government call centers; and will be an advocate for the executive sponsor (Jerry Looper) for any vendor related issues/concerns.  Develop change orders, as needed, based on the evolution of the changing vision for the 311 as it relates to the CRM being implemented  Assist with initial Go Live as budget allows  UPN can provide additional assistance based on mutual written agreement (see below) With all of the above being the final full and total list of items expected from UPN under the initial contact, UPN has satisfied the current contract to the full satisfaction of the City of Denton. Denton would like to extend this contract with additional items that are new to the scope of UPN’s duties. Using the last item under the fulfilled contracted SOW that indicates “UPN can provide additional assistance based on mutual written agreement” this Change Order (CO) authorizes UPN to help with one or any of the following items that are mutually agreed-upon in writing. Such items could include, but are not limited to:  CRM Post Live assistance with working on fixing Go Live issues  Assisting Denton with adding additional departments like Parks  Items related to managing the current vendor, if and as appropriate  Assistance ramping up the new call center Operations Analyst and eventually the Call Center Manager  Advocating for The City of Denton - especially the Ops Analyst and Call Center Manager - around the relationship with Verint  Helping evaluate the future strategy around Rubicon and Northstar, and their integration (or not) with the CRM  Assisting with evaluating other possible uses of the CRM  Help facilitating the process of getting the use of 311 that citizens can dial  IVR structure advisory services going forward  CRM form development advisory services going forward  Change management advisory services, as mutually agreed  Advisory assistance helping to get the portal live  Advisory assistance helping to get the mobile app live Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 City of Denton CRM Project Project Change Order UPN CO-04-24 UPN Change Order Page 4 of 4  Continued communications among Denton departments to help with change management initiatives driven by Denton  Working with Verint and Denton to figure out if and how the 2-way integration of Cityworks could be implemented and how it could help Denton, if applicable  Best practices advice gleaned in this project that can be gleaned to Denton's advantage for future Denton projects, like CIS replacement considerations  Additional 311/CRM/CIS/Customer Experience (CX) strategy assistance based on mutual written agreement Any such work on any of these items will be at the mutual agreement of both UPN and the City of Denton, in writing. Email agreement on moving forward with chosen items suffices. Cost & Timing Amount Cost: additional funds are required to move forward with this Change Order. The amount covering now through April 2025 is $115,000. Timing: UPN's engagement will close out once all UPN PO funds are used, or earlier under either party's 30-day written notice. $115,000 Approval This Change Order has been submitted, assessed, and approved by the Project Management Team and the Executive Sponsors within the City of Denton. Signed approval of this document indicates that Denton agrees UPN has adequately provided all services as desired/expected and has fulfilled all of UPN's duties/deliverables from the original UPN contract to the satisfaction of with the City of Denton. The City also approves UPN to move forward with the City of Denton as described herein. Signed: _______________________________________ Date: _________________ Denton Executive Project Sponsor, Jerry Looper Signed: _______________________________________ Date: _________________ UPN Principal, John Hoggard Docusign Envelope ID: D4794E39-0FE8-4E37-A15F-06F2CC7523A7 7/18/2024 7/18/2024 Certificate Of Completion Envelope Id: D4794E390FE84E37A15F06F2CC7523A7 Status: Completed Subject: Please DocuSign: City Council Contract 7485-311 CRM Consultant - Amendment 3 Source Envelope: Document Pages: 7 Signatures: 8 Envelope Originator: Certificate Pages: 6 Initials: 1 Christina Dormady AutoNav: Enabled EnvelopeId Stamping: Enabled Time Zone: (UTC-06:00) Central Time (US & Canada) 901B Texas Street Denton, TX 76209 christina.dormady@cityofdenton.com IP Address: 198.49.140.10 Record Tracking Status: Original 6/24/2024 9:27:29 AM Holder: Christina Dormady christina.dormady@cityofdenton.com Location: DocuSign Signer Events Signature Timestamp Christina Dormady christina.dormady@cityofdenton.com Buyer City of Denton Security Level: Email, Account Authentication (None) Completed Using IP Address: 198.49.140.10 Sent: 6/24/2024 9:30:35 AM Viewed: 6/24/2024 9:30:43 AM Signed: 6/24/2024 9:30:56 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign Lori Hewell lori.hewell@cityofdenton.com Purchasing Manager City of Denton Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: 198.49.140.10 Sent: 6/24/2024 9:30:59 AM Viewed: 6/24/2024 11:50:55 AM Signed: 6/24/2024 11:51:26 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign Marcella Lunn marcella.lunn@cityofdenton.com Senior Deputy City Attorney City of Denton Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: 198.49.140.10 Sent: 6/24/2024 11:51:27 AM Resent: 7/9/2024 7:07:12 AM Resent: 7/10/2024 1:36:33 PM Viewed: 7/10/2024 2:41:07 PM Signed: 7/10/2024 2:43:22 PM Electronic Record and Signature Disclosure: Accepted: 6/24/2024 2:04:58 PM ID: 094c6ac3-6ed4-457c-b139-6740f276db7d John Hoggard Jhoggard@utiliplan.com Principal Consultant Security Level: Email, Account Authentication (None)Signature Adoption: Pre-selected Style Using IP Address: 44.201.61.96 Sent: 7/10/2024 2:43:24 PM Viewed: 7/18/2024 8:13:55 AM Signed: 7/18/2024 8:19:03 AM Electronic Record and Signature Disclosure: Accepted: 7/18/2024 8:13:55 AM ID: f994acf8-ab8f-436d-9159-31211319313c Signer Events Signature Timestamp Jerry Looper jerry.looper@cityofdenton.com JL Security Level: Email, Account Authentication (None)Signature Adoption: Pre-selected Style Using IP Address: 198.49.140.10 Sent: 7/18/2024 8:19:05 AM Viewed: 7/18/2024 8:32:54 AM Signed: 7/18/2024 8:33:43 AM Electronic Record and Signature Disclosure: Accepted: 7/18/2024 8:32:54 AM ID: 4aa297fe-801c-473e-aa9f-54b017237f8c Cheyenne Defee cheyenne.defee@cityofdenton.com Procurement Administration Supervisor City of Denton Security Level: Email, Account Authentication (None) Completed Using IP Address: 198.49.140.10 Sent: 7/18/2024 8:33:47 AM Viewed: 8/7/2024 8:08:08 AM Signed: 8/7/2024 8:08:20 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign Sara Hensley sara.hensley@cityofdenton.com City Manager City of Denton Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: 47.190.47.120 Signed using mobile Sent: 8/7/2024 8:08:22 AM Resent: 8/8/2024 3:00:15 PM Viewed: 8/8/2024 3:00:51 PM Signed: 8/8/2024 3:02:48 PM Electronic Record and Signature Disclosure: Not Offered via DocuSign Lauren Thoden lauren.thoden@cityofdenton.com City Secretary Security Level: Email, Account Authentication (None)Signature Adoption: Pre-selected Style Using IP Address: 198.49.140.10 Sent: 8/8/2024 3:02:51 PM Viewed: 8/10/2024 10:30:45 AM Signed: 8/10/2024 10:30:56 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign In Person Signer Events Signature Timestamp Editor Delivery Events Status Timestamp Agent Delivery Events Status Timestamp Intermediary Delivery Events Status Timestamp Certified Delivery Events Status Timestamp Carbon Copy Events Status Timestamp Cheyenne Defee cheyenne.defee@cityofdenton.com Procurement Administration Supervisor City of Denton Security Level: Email, Account Authentication (None) Sent: 6/24/2024 9:30:59 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign Carbon Copy Events Status Timestamp Gretna Jones gretna.jones@cityofdenton.com Legal Secretary City of Denton Security Level: Email, Account Authentication (None) Sent: 7/18/2024 8:33:45 AM Viewed: 7/18/2024 8:41:57 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign City Secretary Office citysecretary@cityofdenton.com Security Level: Email, Account Authentication (None) Sent: 8/10/2024 10:30:59 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign Sheila Gray Sheila.Gray@cityofdenton.com Security Level: Email, Account Authentication (None) Sent: 8/10/2024 10:31:01 AM Electronic Record and Signature Disclosure: Accepted: 7/15/2024 10:50:34 AM ID: 0b37cb9d-ae93-42c8-aa71-a46d1a9c7f36 Witness Events Signature Timestamp Notary Events Signature Timestamp Envelope Summary Events Status Timestamps Envelope Sent Hashed/Encrypted 6/24/2024 9:30:35 AM Envelope Updated Security Checked 7/10/2024 1:36:33 PM Envelope Updated Security Checked 7/10/2024 1:36:33 PM Certified Delivered Security Checked 8/10/2024 10:30:45 AM Signing Complete Security Checked 8/10/2024 10:30:56 AM Completed Security Checked 8/10/2024 10:31:01 AM Payment Events Status Timestamps Electronic Record and Signature Disclosure ELECTRONIC RECORD AND SIGNATURE DISCLOSURE From time to time, City of Denton (we, us or Company) may be required by law to provide to you certain written notices or disclosures. 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