Label
Call Center Back Up/ Production Solution
Department of Information Technology
Josh Rosso/Anne Bennett
Revised
Title
Authorizing the Mayor to enter into agreements for the subscription to and implementation of a cloud-based call center backup solution for DPU Customer Service and Engage Toledo; authorizing the expenditure of an amount not to exceed $48,700 from the Information and Communications Technology Fund; waiving the competitive bidding provisions of TMC Chapter 187; and declaring an emergency.
Body
SUMMARY & BACKGROUND:
The City of Toledo needs an immediate backup solution for our DPU Customer Service and Engage Call Centers. The current on-premises solution is out of support and nearing the end of life. A production replacement for the call center solution, as well as the city’s enterprise telephony solution, is budgeted and part of a planned RFP process to come under a separate ordinance. This backup solution will be configured in a way that allows transition to permanent production if the platform meets full functionality requirements and is fully compatible with the future enterprise-wide solution. The solution is subscription-based, allowing for termination of the contract when no longer needed. This Ordinance authorizes the following as part of this cloud-based call center backup solution:
Glass City IT Staff Augmentation - $3,700 one-time
Sentinel Implementation - $6,000 one-time
Cisco Subscription - $13,000 annually for a term not to exceed three years
Summary
SECTION 1. That the Mayor is authorized to enter into agreements for the subscription to and implementation of a cloud-based call center backup solution for DPU Customer Service and Engage Toledo, upon terms and conditions acceptable to the Director of Information Technology and the Director of Law.
SECTION 2. That the expenditure of an amount not to exceed $48,700 is authorized from the Information and Communications Technology Fund Account Code 7084-17500-1144004ICTADM for the purposes identified in Section 1.
SECTION 3. That this Council finds and determines it is in the best interest of the city to waive the competitive bid requirements of TMC Chapter 187 in order to leverage the current telephony vendor, Cisco, authorized agent Sentinel and current network staff augmentation partner Glass City IT.
SECTION 4. The Director of Finance is authorized to issue warrant or warrants against the above listed Account Code in an amount not to exceed $48,700 in payment of the above-authorized obligations upon presentation of proper voucher or vouchers.
SECTION 5. That this Ordinance is declared to be an emergency measure and shall take effect and be in force immediately from and after its passage. This Ordinance is necessary for the immediate preservation of the public peace, health, safety and property, and will furthermore preserve and maintain security and compliance in the city’s current network environment.
Vote on emergency clause: yeas _____, nays _____.
Passed: _________________, as an emergency measure: yeas _____, nays _____.
Attest: ________________________ __________________________________
Clerk of Council President of Council
Approved: _____________________ __________________________________
Mayor
I hereby certify that the above is a true and correct copy of an Ordinance passed by Council ________________________.
Attest: ________________________
Clerk of Council