HomeMy WebLinkAbout25B - AGMT - 1ST AMND VOICE RESPONSE SYSREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
SEPTEMBER 19, 2017
TITLE:
APPROVE A FIRST AMENDMENT TO
THE AGREEMENT WITH SELECTRON
TECHNOLOGIES, INC., FOR
INTERACTIVE VOICE RESPONSE
SYSTEM MAINTENANCE, SERVICES,
AND SOFTWARE
{STRATEGIC PLAN NOS. 7, 2D 5E)
ITY MANAGER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
APPROVED
❑ As Recommended
❑ As Amended
❑ Ordinance on 1s' Reading
❑ Ordinance on 2nd Reading
❑ Implementing Resolution
❑ Set Public Hearing For
CONTINUED TO
FILE NUMBER
Authorize the City Manager and the Clerk of the Council to execute an amendment to the
agreement with Selectron Technologies, Inc., for Interactive Voice Response System
maintenance, services, and software in an amount not to exceed $108,851.00 for a three year
and eight-month period from November 1, 2017 — June 30, 2021, subject to non -substantive
changes approved by the City Manager and City Attorney.
DISCUSSION
On October 21, 2014, the City Council authorized the City to enter into an agreement with
Selectron Technologies, Inc., to provide an Interactive Voice Response (IVR) system to provide
enhanced telephone voice service for the Municipal Utility Services (MUS), Dog License, and City
Attorney business functions. Staff recommended Selectron Technologies, Inc., to provide this
solution as the responsive bidder to the City's Request for Proposal 14-025.
The IVR system expands and enhances service delivery by providing 24 hour, 7 -days per week
(24/7) access to general information, customer account information and allow payments to be
made via telephone in English, Spanish, and Vietnamese.
The implementation of this system is a multi -phase project and has already been implemented in
the City Attorney's Office and Municipal Utility Services, and will be implemented for Dog
Licensing once that system is upgraded.
The system has benefited both the City as well as the public. The system receives an average of
260 calls per weekday, and around 40% are handled without transferring to a live operator. Also,
the system on average processes utility payments of $5,000 per day. Callers are able to obtain
the information they seek and make payments in an easy and efficient manner regardless of City
Hall operating hours. For the City Attorney's Office, the system has allowed callers to be routed
directly to the staff desired as well as provide information on common legal questions. The City
Attorney's Office was able to eliminate their need for a telephone receptionist as a result of this
system.
2513-1
Agreement Amendment with Selectron Technologies, Inc., for Interactive Voice Response
System Maintenance, Services, & Software
September 19, 2017
Page 2
Staff recommends amending the agreement to extend the term to provide continued support and
maintenance, implement the Dog License IVR application pack, implement Speech Recognition
functionality allowing MUS and Dog License callers to speak their menu choices in English and
Spanish, align the support and maintenance renewals to the City's fiscal year cycle, and amend
certain other agreement terms. The funding for the implementation of Dog License IVR pack and
Speech Recognition is already included in the original agreement. The funding in this action is for
new support and maintenance fees through the extended term.
STRATEGIC PLAN ALIGNMENT
Approval allows the City to meet Goal #7: Team Santa Ana; Strategy 2D - Invest in software /
resources that will help streamline the flow of information to City staff and the public, and Strategy
5E - Identify best practices and opportunities for process improvement and automation across
City departments in order to provide effective and efficient delivery of City services to the
community.
FISCAL IMPACT
Funds are available in the Public Works Agency Water Enterprise Miscellaneous Operating
Expenses Other Agency Services account 06017642-62251, Refuse Collection Enterprise
Contractual Services account 06917640-62300, Sanitation Enterprise Contractual Services
account 06817640-62300, Sanitary Sewer Services Enterprise Contractual Services account
05617640-62300, Finance and Management Services Agency Treasury and Customer Service
Contractual Services account 01110130-62300, and City Attorney's Office Contractual Services
account 01108032-62300 for FY 2017-18 and will be budgeted in subsequent fiscal years. The
following is an estimate of the distribution, but the actual amounts and accounts may vary based
on the timing of services delivered.
Account
FY17-18
FY18-19
FY19-20
FY20-21
Total
PWA Water Enterprise
$4,999.80
$12,008.75
$12,606.75
$13,237.25
$42,852.55
06017642-62251
PWA Refuse Enterprise
$1,307.64
$3,140.75
$3,297.15
$3,462.05
$11,207.59
06917640-62300
PWA Sanitation Enterprise
$846.12
$2,032.25
$2,133.45
$2,240.15
$7,251.97
06817640-62300
PWA Sewer Enterprise
$538.44
$1,293.25
$1,347.65
$1,425.55
$4,604.89
05617640-62300
FMSA Treas. & Customer Svc
$582.00
$5,410.00
$9,030.00
$9,480.00
$24,502.00
01110130-62300
CAO
$2,522.00
$5,045.00
$5,295.00
$5,560.00
$18,422.00
01108032-62300
Total:
$10,796.00
$28,930.00
$33,720.00
$35,405.00
$108,851.00
25B-2
Agreement Amendment with Selectron Technologies, Inc., for Interactive Voice Response
System Maintenance, Services, & Software
September 19, 2017
Page 3
JagyCiulla
C f Technology Innovations Officer
Information Technology Department
Executive Director
Public Works Agency
EXHIBIT: 1. Agreement Amendment
APPROVED AS TO FUNDS AND ACCOUNTS:
Francisco Gutierrez
Executive Director /1/l
Finance & Management Services Agency
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Exhibit I
FIRST AMENDMENT TO THE AGREEMENT
BETWEEN THE CITY OF SANTA ANA
AND SELECTRON TECHNOLOGIES, INC.
THIS FIRST AMENDMENT to the above -referenced agreement is entered into this 15`
day of November. 2017, by and between Selection Technologies, Inc. ("Consultant") and the
City of Santa Ana, a charter city and municipal on
organized and existing under the
Constitution and laws of the State of California ("City").
RECITALS
A. The Parties entered into Agreement A-2014-274, dated October 21, 2014, ("Agreement"), for
Consultant to install, implement, and maintain an integrated voice response ("IVR") system
for the City;
B. The initial term of the Agreement was for two years, from November 1, 2014, through
October 31, 2016, with an option or a one year renewal.
C. On October 31, 2016, the City renewed the Agreement, extending the term through October
31, 2017.
D. The Agreement Scope of Services includes implementation of Consultant's IVR solution in
the City Attorney's Office, Municipal Utilities, and Dog Licenses units. The City Attorney's
Office and Municipal Utilities solutions have been implemented and are live. The Dog
License solution has not yet been implemented.
E. The Compensation of the Agreement includes a not -to -exceed amount of $232,680.00, of
which, $174,885.00 has been spent as of this First Amendment, leaving an available balance
of $57,795.00.
F. The Compensation of the Agreement includes an additional Contingency amount of
$95,000.00, of which, $2,500.00 has been spent as of this First Amendment, leaving an
available balance of $92,500.00.
G. The Parties now wish to amend the Agreement to extend the term for continued
implementation and maintenance, implement Speech Recognition, include additional funds,
and amend certain other terms.
THE PARTIES THEREFORE AGREE:
1. Section 1. SCOPE OF SERVICES, is amended as follows:
a. The City may swap the implementation of Dog License for Business License Tax IVR
application pack for like functionality and scope at no additional cost. Consultant will
implement the Dog License or Business License IVR application pack on a mutually
agreeable schedule during the extended term of this First Agreement.
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b. Consultant will implement IVR Speech Recognition functionality as described in the
Scope of Work, Speech Recognition, attached hereto as Exhibit A-1, during the extended
term. Existing Contingency funds from Agreement will be used to pay for the Speech
Recognition implementation.
c. Contingency funds may be used for additional IVR services, functionality, software
licenses, ports, and maintenance as well as to expand use to other departments, divisions,
sections, or locations. Additional Scopes of Work or Change Requests for use of
Contingency funds may be submitted by Consultant and approved by the City's Chief
Technology Innovations Officer or his designee during the term. This amended term
supersedes references to use of Contingency funds or Change Requests throughout the
Agreement.
2. Section 3. COMPENSATION, is amended as follows:
a. The compensation shall be increased in an amount not -to -exceed $108;851:00 --during the
extended term.
b. The City agrees to pay, and Consultant agrees to accept as total payment for its services,
$25,955.00, as identified in Exhibit A-1, for the implementation of Speech Recognition
functionality using Contingency funds provided in Agreement. The payment schedule is
specified in Exhibit A-1.
c. The City may elect to continue to renew the PremierPro Support and Maintenance
Agreement as part of Agreement for all or some of the IVR applications packs. City
agrees to pay Consultant support and maintenance fees estimated in the Support and
Maintenance Fee Schedule attached hereto as Exhibit B-1 for any PremierPro Support
and Maintenance renewals. This Schedule is based on implementation timing
assumptions for Speech Recognition and Dog License as well as the continued use of the
City Attorney's Office application pack specified in Exhibit B-1. The actual fees billed
for each maintenance period will be for the actual IVR application packs and features
live, in use, and covered under PremierPro Support and Maintenance.
3. Section 4. TERM, is amended to extend the term of the Agreement three (3) years and
eight (8) months to June 30, 2021.
4. Exhibit A, Professional Services Agreement, Section 2. Hardware, is amended to state
that the City will provide the server hardware to run Consultant's sofrivare. Consultant
provided server hardware to City with the initial implementation of the City Attorney's
Office IVR application pack, but, since then, the City has elected to implement its own
servers and has returned Consultant -provided server hardware back to Consultant. Parties
agree that there is no financial obligation to either party as a result of this change. This
amended term supersedes all references to the source and ownership of Hardware throughout
Agreement.
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5. Exhibit D, PremierPro Support and Maintenance Agreement, Section 2. Renewal, is amended
to state that the maintenance renewal cycle will be shifted to align with the City's fiscal year
cycle of July 1 through June 30. This shift will begin in 2018 with a half-year renewal billing
for January 1, 2618, through June 30, 2018. Thereafter, renewals will resume as one (1) year
terns. Exhibit B-1 reflects this renewal cycle.
6. Except as hereinabove modified, the terms and conditions of said Agreement remain
unchanged and in full force and effect.
IN WITNESS WHEREOF, the parties hereto have executed this First Amendment to
Agreement the date and year first above written.
ATTEST: CITY OF SANTA ANA
MARIA D. HUIZAR CYNTHIA KURTZ
Clerk of the Council Interim City Manager
APPROVED AS TO FORM:
SONIA R. CARVALHO SELECTRON TECHNOLOGIES, INC.
City Attorney
Lisa Sto�rokTodd Johns in
Assistant City Attorney President
RECOMMENDED FOR APPROVAL
A
Jaciulla
Chi Technology Innovations Officer
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Exhibit A-1
Scope of Work
Speech Recognition
1. Speech Recognition Relay Application Pack Add -On Scope
Relay enables a licensed agency to have a fully integrated, multi -channel customer service
solution. All functionality is contingent on support of the data and business rules being available
from the Application database. Relay applications include the following capabilities:
Functionality: Speech Recognition capability in English & Spanish for City's current two
(2) Application Packs (Relay Utility and Dog License)
PBX/ACD Integration: No change to existing Analog Dialogic Media Gateway
integration
• Number of IVR Ports: 10 Total Ports (8 Inbound & 2 Outbound)
Speech Recognition is NOT included in the City Attorney application pack.
2. Pricing
RELAY APPLICATION PACK ADD ONS
PRODUCTION LICENSES
Add On LumenVox Tier 2 Speech Reco nition ^
10 g $690 $6,900
10
0-9, yes/no, single word navigation (500 word grammar)
Add On Speech Recognition Additional Language $138 $1,380
RELAY APPLICATION PACK ADD ONS SUBTOTAL $8,280
CONFIGURATION & CUSTOMIZATION SERVICES
Base Configuration & Project Services
Standard Project Management, Requirements, Design, Included Included
Quality Assurance, Installation, Documentation, Training
Professional Services: Speech Recognition for Dog License $7,175 $7,175
1 Professional Services: Speech Recognition for Relay Utility $10,500 $10,500
Pack
CONFIGURATION & CUSTOMIZATION SERVICES SUBTOTAL $17,675
TOTAL BASE RELAY INVESTMENT
MAINTENANCE ADJUSTMENT, After Next
maintenance to
r
on added functionality
$25,955 i
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Pricing does not include additional application integration charges that may be required as part of
this solution. This includes Application Vendor API, user, or implementation fees, additional
licensing fees, or other surcharges directly or indirectly charged by or remitted to the Application
Vendor.
Software will be delivered electronically. Sales Tax or any other applicable taxes will not be
invoiced. The City will be responsible to remit any taxes to a taxing authority as applicable.
3. Payment Schedule
Consultant will invoice the City for the Speech Recognition add-on on the following schedule.
a. Licenses.
100% Invoiced upon Agreement Execution
b. Services.
50% Invoiced upon delivery of product for User Acceptance Testing for each
Application Pack
50% Invoiced upon Go -Live or delivery of product for User Acceptance Testing plus
45 Days, whichever comes first, for each Application Pack
c. PremierPro Support and Maintenance Fees.
PremierPro Support and maintenance fees will be invoiced upon Go Live or delivery of
product for User Acceptance Testing plus 45 Days, whichever comes first, for each
Application Pack or Add-on and will be prorated for the then -current PremierPro Support
and Maintenance term.
4. Payment Terms
Terms are Net 30.
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EXHIBIT B-1
Support and Maintenance Fee Schedule
1. Support and Maintenance Fees
Below is the estimated PremierPro Support and Maintenance Agreement fee schedule. This
Schedule is based on the assumptions stated herein for implementation timing. The actual fees
billed for each maintenance renewal period will be for the actual IVR application packs and
features live, in use, and covered under PremierPro Support and Maintenance.
Municipal Utility Services
Item
Dates covered
Amount
Payment Due Date
Relay Utility
January 1, 2018 to June 30, 2018
$7,692.00
December 15, 2017
Relay Utility
July 1, 2018 to June 30, 2019
$18,475.00
June 15, 2018
Relay Utility
July 1, 2019 to June 30, 2020
$19,395.00
June 15, 2019
Relay Utility
July 1, 2020 to June 30, 2021
$20,365.00
June 15, 2020
Total
$65,927.00
Dog License
Item
Dates covered
Amount
Payment Due Date
Relay Dog License
January 1, 2018 to June 30, 2018
$582.00
December 15, 2017
Relay Dog License
July 1, 2018 to June 30, 2019
$5,410.00
June 15, 2018
Relay Dog License
July 1, 2019 to June 30, 2020
$9,030.00
June 15, 2019
Relay Dog License
July 1, 2020 to June 30, 2021
$9,480.00
June 15, 2020
Total
$24,502.00
City Attorney's Office
Item
Dates covered
Amount
Payment Due Date
Relay City Attorney
January 1, 2018 to June 30, 2018
$2,522.00
December 15, 2017
Relay City Attorney
July 1, 2018 to June 30, 2019
$5,045.00
June 15, 2018
Relay City Attorney
July 1, 2019 to June 30, 2020
$5,295.00
June 15, 2019
Relay City Attorney
July 1, 2020 to June 30, 2021
$5,560.00
June 15, 2020
Total
$18,422.00
Total 1 $108,851.00
2. Assumptions and Other Terms
The estimated support and maintenance fee schedule above are based on the following
assumptions.
a. The initial six (6) month renewal period of January 1, 2018 -June 30, 2018, is to align
the PremierPro Support and Maintenance term with the City's fiscal year cycle of July 1
through June 30. Thereafter, renewals will be one (1) year terms.
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b. Speech Recognition: Go Live or delivery of product for User Acceptance Testing plus 45
days, whichever comes first, occurs in June 2018.
c. Dog License application pack: Go Live or delivery of product for User Acceptance
Testing plus 45 days, whichever comes first, occurs in December 2018.
d. The amounts will be adjusted and prorated based upon the actual Go Live date or
delivery of product for User Acceptance Testing plus 45 days, whichever comes first.
e. Support and maintenance of all application packs are renewed.
f. In the event the City Attorney's Office discontinues PremierPro Support and
Maintenance, support and maintenance fees for its shared components, 46% of the
support and maintenance fees for Relay City Attorney, will be reallocated proportionately
to other application pack(s).
g. Fee amounts in the schedule above for Renewal Terms are estimates, which may be
increased or decreased. The future fee estimates do not include increases to reflect
additional functionality purchased other than Speech Recognition.
h. Future fee estimates for Renewal Terms are not a guarantee that Consultant will agree to
automatic renewal of the PremierPro Support and Maintenance Agreement, and future fee
estimates shall not affect Consultant's right to provide notice of non -renewal under
Section 2 of the PremierPro Support and Maintenance Agreement.
3. PremierPro Support Covered Products and Licenses
The following products and licenses are covered under the PremierPro Support and Maintenance
Agreement.
Municipal Utility Services
Relay I)fility Pack Interactive Voice Response Solution
Included Functionality:
• Current Balance Owed • Partial Payment
• Last Billing Date and Amount (Up to last 6) • Credit Card Payment
• Next Billing Date ACH Payment
• Last Payment Date and Amount (Up to last 6)
Language Add -On (Spanish)
Language Add-on (Vietnamese)
Additional Project Services & Configuration
Ports Estimate & Server Sharing
Information Line Tools
Outbound Notifications - 2 Ports
Delinquency Notification
Shut -Off Notification
Speech Recognition Licenses — 8 inbound licenses (shared with Dog Licensing) and 2 outbound
licenses
Dog Licensing
Relay Rog License Add -On Interactive Voice Response Solution
Included Functionality:
• Validate License
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Credit Card Payment
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Renewal Timeframe & Due Date • ACH Payment
Validate Discounts • Partial Payments
Rabies Expiration
Language Add -On (Spanish)
Language Add-on (Vietnamese)
Ports Estimate & Server Sharing
Additional Project Services & Configuration
Information Line Tools
Speech Recognition Licenses — 8 inbound licenses (shared with Utility)
City Attorney
Relay City Attorney Information Line IVR Solution
Included Functionality:
• Information Line (Up to /0 Nodes/FAQs - English) • City Staff Transfers
Language Add -On (Spanish)
Language Add-on (Vietnamese)
Additional Project Services
Ports Estimate & Server Sharing
Information Line Tools
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