Title
Cloud-Based Communication Services Contract Renewal
Action
Action:
A. Approve a contract renewal for three years to the contract with NCapital, LLC for cloud-based communication services, and
B. Authorize the City Manager to renew the contract for one, one-year term and to amend the contract consistent with the purpose for which the contract was approved.
Body
Staff Resource(s):
Markell Storay, Innovation and Technology
Explanation
§ On April 11, 2011, City Council approved a contract with NWN Corporation, NCapital’s parent company, for Cisco products and services for an initial term of seven years. Subsequent extensions were approved by City Council in 2018 and 2021.
§ Under the original agreement, NWN provided voice over internet protocol (VOIP) services as well as infrastructure, software, and support for hosting eight city call centers on the Cisco Unified Intelligence Center (CUIC) platform, along with the initial installation and configuration of all services as part of an implementation project.
§ The implementation phase and the transition to a different vendor for hosted call center services has now been completed. Portions of the original contract are no longer required and the amended contract will now focus solely on the provision of VOIP services.
§ Waiver of a competitive solicitation process for services may be granted on a limited basis when deemed appropriate and in the city’s best interest. A waiver has been approved for these services based on continuity of service, limited vendors with required qualifications, and location requirements.
§ Annual expenditures are estimated to be $480,000.
Charlotte Business INClusion
A waiver of solicitation was necessary for this contract because of the need for continuity of service. Contracts with a waiver of solicitation do not involve a competitive bidding process and are exempt from the CBI program.
Fiscal Note
Funding: I&T Operating Budget