CITY OF GLENDALE, CALIFORNIA REPORT TO THE: Housing Authority D Successor Agency D Oversight Board D

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1 Joint 0 City Council [8J CITY OF GLENDALE, CALIFORNIA REPORT TO THE: Housing Authority D Successor Agency D Oversight Board D :May AGENDA ITEM Report: Agreements with Tele-Works Inc. Summation 360 to provide Integrated Voice Recognition (IVR) Software Upgrade for Glendale Water & Power (GWP) COUNCIL ACTION 1. Motion authorizing a Professional Services Agreement (PSA) with Tele-Works Inc. to provide Integrated Voice Recognition (IVR) software and services in the amount of $118,445 with a ten percent contingency of $11,845 for a total not to exceed $130, Motion authorizing a Software Maintenance Agreement (SMA) with Tele-Works Inc. for the Summation 360 Teleworks Voice Platform in an amount not to exceed $103,731, including a three percent increase in the second and third year. The breakdown is as follows: $33,560 for year 1, $34,567 for year 2, and $35,604 for year 3 Public Hearing D Ordinance 0 Consent Calendar [gj Action Item 0 Report Only D Approved for 1 c)o &o/ calendar ADMINISTRATIVE ACTION Submitted by: Stephen M. Zurn, General Manager - GWP Prepared by: Steven G. Lins, Chief Assistant General Manager Craig R. Kuennen, Business Transformation/Marketing Administrate Approved by: Scott Ochoa, City Manager Reviewed by: Yasmin K. Beers, Assistant City Manager Michael J. Garcia, City Attorney Bob Elliot, Director of Finance and Administrative Services I

2 RECOMMENDATION It is recommended that the City Council authorize the City Manager, or his designee, to execute a Professional Services Agreement (PSA) and a Software Maintenance Agreement with Tele Works Inc. to upgrade GWP's existing Tele-Works Inc. Integrated Voice Recognition (IVR) software to the new Tele-Works Inc. Summation 360 platform with the Outage Management IVR and Alertworks Outbound Notification module. The amount of the PSA would not exceed $118,445 with a ten percent contingency of $11,845 for a total not to exceed $130,290. The amount of the Software Maintenance Agreement would not exceed $103,731. This amount includes a three percent annual increase and is broken down as follows: $33,560 for year 1. $34,567 for year 2, and $35,604 for year 3. BACKGROUND/ANALYSIS Department of Energv (DOE) Project On March 2, 201 O, the City Council approved a motion authorizing the City Manager to execute all necessary documents with the U.S. Department of Energy (DOE), on behalf of the City, to receive $20,000,000 in American Recovery and Reinvestment Act (ARRA) of 2009 grant funds to support the City's Utility Modernization Program. The grant agreement called for GWP to invest $51,302, 105 in a project over three years ending March 2, This program was placed on hold in the spring of 2012 due to budgetary reasons. GWP subsequently asked for and received, from the DOE, an extension of the program implementation period until March 2, As of February 4, 2014, the estimated remaining City investment obligation is $811,000. The electric portion of the proposed Teleworks IVR upgrade and Outage Management IVR, implementation, and ongoing support project for the first year is $130,290 and is reportable to DOE as part of the City's investment obligation. Approval of this program will reduce the City's remaining DOE obligation to $681,000. Telework Summation 360 Platform Upgrade Glendale Water and Power's Tele-Work's Integrated Voice Recognition (IVR) Software was integrated with the Harris Computer's NorthStar Customer Information and Utility Billing System and ecare Online website in January of The Tele-Works IVR provides City customers the opportunity to review and verify their account balance, account status, and pay their utility bill over the phone seven days a week, 24 hours a day in three different languages; English, Spanish and Armenian. The Glendale Water and Power Customer Service Department can also send bulk outbound messages and important notifications through the IVR to customers. The nine-year old IVR handles an average of 98,000 incoming calls, processes over 37,453 credit cards and 9,095 echeck payment transactions and collects annual revenue of $13, 153,496 annually. Upgrading to the new Tele-Works Inc. Summation 360 IVR platform is necessary for the new ACS Outage Management System GWP is deploying to fully function. It provides a variety of customer service requests that revolve around the handling of outage management. Features include the ability for customers to report outages, listen to known outage details, requests for City follow-up status, and automated call back. The T elework Summation 360 Platform upgrade includes: Tele-Works Voice Platform o Certified Communication Server o 24 Port Licensing o Text-to-Speech Resources o Professional Voice Recordings o Native VoIP/SIP Connectivity 2

3 Utility works IVR Upgrade o Integration to Northstar Real-time Utility Billing Account Access o English and Spanish o Credit Card and Check Payment Outage Management IVR o Real-time Outage Reporting Information o Integration to ACS via MultiSpeak-based API o Outage Management - Caller Identification o Outage Management - Outage Information o Outage Management - Automated Callback o Standard Reporting Alertworks - Premise o Outbound Call-outs o Notifications o "Press 2 to Pay" Feature o Access to Hosted Alertworks Outbound Notification System The agreement will include installation and training. Training for TVP hardware and software will be conducted during the one day onsite installation. TWI TVP system training includes the physical attributes of the server, software and system administration tasks, regular maintenance duties including backup procedures and end-user capabilities. "Hands on" instruction is a part of the training program. Designated Agency staff will be trained on administration functions, such as configurable application settings, setup of users, and system usage statistics. During installation, the Agency will also be trained on the web-based administration of the interactive applications that are clearly outlined in the online operations manual. FISCAL IMPACT The cost of the proposed agreements is $234,021 broken down as follows: Year 1(FY ) professional services is budgeted for $88,597 under GWP Electric Account No (Fund No. 553, Organization No. 931,) Project No , and $41,693 under GWP Water Account No (Organization No. 573, Fund No. 951 ), and Project No Funding for Year 1 was budgeted during the FY annual budget process. Year 1(FY ) maintenance will be budgeted for $33,560 under GWP Customer Service No (Fund No. 551, Organization No. 971), and Project No Funding for Year 2 will be budgeted during the FY annual budget process. Year 2 (FY ) maintenance will be budgeted for $34,567 under GWP Customer Service No (Fund No. 551, Organization No. 971), and Project No Funding for Year 2 will be budgeted during the FY annual budget process. Year 3 (FY ) maintenance will be budgeted for $35,604 under GWP Electric Account No (Fund No. 551, Organization No. 971), and Project No Funding for Year 3 will be budgeted during the FY annual budget process. 3

4 ALTERNATIVES Alternative 1 : Approve the staff recommendation to enter into a Professional Services Agreement and a Software Maintenance Agreement with Tele-Works Inc. to upgrade GWP's existing Tele-Works Inc. Integrated Voice Recognition (IVR) software to the new Tele-Works Inc. Summation 360 platform. Alternative 2: The City Council may consider any other alternative not proposed by staff. CAMPAIGN DISCLOSURE In accordance with the City Campaign Finance Ordinance No , the following are the names and business addresses of the members of the board of directors, the chairperson, CEO, COO, CFO, Subcontractors, and any person or entity with more than ten percent interest in the company proposed for contract in this agenda item report: -. Officers of Tele works Inc Full Name Title Business Address City State Zir:> Steve Critchfield Chairman and 1080 South Main St. Blacksburg VA Treasurer John Schott President and 1080 South Main St. Blacksburg VA CEO ErikAmelink Vice President 1080 South Main St. Blacksburg VA Andy Hall Secretary 1080 South Main St. Blacksburg VA Subcontractors of Tele-works Inc Full Name Title Business Address City State Zip Not Applicable... Investors with more than ten percent Tele-works Inc Full Name Title Business Address City State Zip Steve Critchfield Chairman and 1080 South Main St. Blacksburg VA Treasurer EXHIBIT{S) Not applicable 4

5 MOTION Moved by Council Member, seconded by Council Member, that the City Manager, or his designee, is hereby authorized to execute a Professional Services Agreement (PSA) with Tele-works, Inc. to provide Integrated Voice Recognition (IVR) software and services for Glendale Water & Power in an amount not to exceed $118,445. The City Council further authorizes a 10% contingency ($11,845). The form of said PSA shall be subject to the approval of the City Attorney. Vote as follows: Ayes: Noes: Absent: Abstain: l:/filenetcopy/ T eleworksmotion1 5 E 1

6 MOTION Moved by Council Member, seconded by Council Member, that the City Manager, or his designee, is hereby authorized to execute a three-year Software Maintenance Agreement (SMA) with Tele-Works, Inc. for the Summation 360 Teleworks Voice Platform for Glendale Water & Power in an amount not to exceed $103,731, which amount includes a three percent (3%) increase for the second and third years of the SMA. The not-to-exceed amount shall be $33,560 for year one, $34,567 for year two and $35,604 for year three of the SMA. The form of said SMA shall be subject to the approval of the City Attorney. Vote as follows: Ayes: Noes: Absent: Abstain: f:/filenetcopy/ TeleWorksMolion2 5 E 2