HomeMy WebLinkAboutD-5. InContact System PO Amendment-AppvdCONSENT CALENDAR
TO: HONORABLE CHAIRPERSON AND MEMBERS OF THE UTILITY BOARD
FROM: GEORGE F. MORROW, DIRECTOR OF UTILITIES
DATE: JUNE 27, 2016
SUBJECT: AUTHORIZATION TO APPROVE AMENDMENT TO CONTRACT
PURCHASE ORDER AMOUNT WITH INCONTACT FOR CALL
MANAGEMENT SYSTEM
SUMMARY:
Azusa Light & Water utilizes a cloud based phone system to manage incoming customer calls
and route those calls to Customer Service Representatives. When the original contract purchase
order was issued for FY 2015-16, Staff set the contract amount based on estimated usage charges
since the actual number of incoming calls and call transfer counts were unknown. The actual
usage charges appear to now be higher than originally expected requiring an amendment in the
contract purchase order amount. This action approves an additional $7,000 to the contract
purchase order issued to inContact for the Call Management System.
RECOMMENDATION:
Staff recommends that the Utility Board approve the following actions:
1) Approve an additional $7,000 to the contract purchase order issued to inContact,
Inc. for Fiscal Year 2015-16, and authorize issuance of contract purchase order in
amount of $39,000 for Fiscal Year 2016-17.
DISCUSSION:
The contract purchase order issued to inContact, Inc. for call management system services for
FY 2015-16 was originally issued in amount of $31,956. Of this amount, $2,400 was for usage
charges. However, in the last 12 months, usage charges have amounted to $7,053. Moreover,
during this last fiscal year two services were added to the service contract, transcription service
for customer comments, and an outbound dialing feature. These were previously approved by
the Utility Board and added a one-time charge of $1,500 this year’s cost, and include $190 per
month in service fees. In view of these changes, staff is recommending that the contact purchase
D-5 APPROVED
UTILITY BOARD
6/27/16
inContact P. O. Amendment
June 27, 2016
Page 2
order with inContact be amended by $7,000 for FY 2015-16, and be issued in amount of $39,000
for next FY.
FISCAL IMPACT:
This change will add $7,000 to the contract purchase order for Fiscal Year 2015-16 and next
Fiscal Year. Sufficient funds are available in the Fiscal Year 2015-16 L&W Operating Budget to
cover this expense.
Prepared by: Reviewed and Approved:
Cary Kalscheuer George F. Morrow
Assistant Director Customer Care & Solutions Director of Utilities
Reviewed and Approved:
Troy L. Butzlaff, ICMA-CM
City Manager