Title
Citywide Interactive Voice Response System Amendment
Action
Action:
A. Approve a contract amendment with True Image Interactive, LLC for the ongoing support for various applications including the City’s interactive voice response system and web portal for the term of three years, and
B. Authorize the City Manager to renew the contract for up to two, one-year terms with possible price adjustments and to amend the contract consistent with the purpose for which the contract was approved.
Body
Staff Resource(s):
Jeffrey Stovall, Innovation and Technology
Explanation
§ In 2010, Council approved a large suite of service communications enhancements in an effort to improve access for residents and reduce costs. Since 2009, True Image Interactive, LLC (formerly EidoServe, Inc.) has provided the City with a hosted interactive voice response (IVR) system, mobile applications, web applications, web portal, and professional IT development services to include the following:
- CharMeck 311 IVR for Charlotte Water billing services and Western Union payments;
- Charlotte Water Outbound Calling for late payment and disconnect service notifications;
- Charlotte Water Citizen Web Portal for billing and payment management;
- Mobile applications (Apple/Android) for MyCharlotte, RideCats, and Stormwater WaterWatchers; and
- CATS Special Transportation Services IVR and Web System.
§ A Waiver of a competitive solicitation process may be granted on a limited basis when deemed appropriate and in the City’s best interest. The City Manager has approved a waiver on this item.
§ The estimated cost for these services is $1,000,000 annually.
§ Estimated total contract value to date is $3,227,614.32.
Charlotte Business INClusion
No subcontracting goal was established because there are no subcontracting opportunities (part C: Section 2.1(a) of the Charlotte Business INClusion Policy.
Fiscal Note
Funding: Various Departments’ Operating Budgets