HomeMy WebLinkAboutE-6.1. Approval of the 2nd Amendment to the PSA with INCONTACT for Call Management System ServicesCONSENT CALENDAR
E-6
TO: HONORABLE CHAIRPERSON AND MEMBERS OF THE AZUSA UTILITY
BOARD
FROM: TIKAN SINGH, GENERAL MANAGER
DATE: JUNE 26, 2023
SUBJECT: APPROVAL OF THE SECOND AMENDMENT TO THE PROFESSIONAL
SERVICES AGREEMENT WITH INCONTACT FOR CALL MANAGEMENT
SYSTEM SERVICES
BACKGROUND:
On May 18, 2020, the Azusa Utility Board approved the First Amendment to the Professional
Services Agreement (PSA) with InContact, Inc. (InContact) as the provider of Azusa Light &
Water’s (ALW) customer call management system. The Agreement was amended to extend the
term until June 30, 2023. InContact continues to provide excellent VOIP phone service as well as
customer support at a competitive price, and ALW recommends extending the PSA for an
additional three-year term, effective July 1, 2023 in an amount not to exceed $150,000 annually.
RECOMMENDATION:
Staff recommends the Utility Board take the following action:
1) Approve the Second Amendment to the Professional Services Agreement with
InContact, Incorporated, in an amount not to exceed $150,000 annually, in
accordance with Azusa Municipal Code Section 2-517(a)(22); and
2) Authorize the Mayor to execute the Second Amendment, including any related
forms required by InContact, in a final form acceptable to the City Attorney, on
behalf of the City.
ANALYSIS:
In 2014, ALW’s Customer Service Division selected inContact to provide an internet-based call
management system through a competitive RFP process. Implementation of the new system was
time-consuming for ALW and I.T. staff, as the initial configuration and implementation of this
new technology integration took 12 months to complete. The call management system has led to
a significant increase in operational efficiencies as well as improvements in customer satisfaction.
Approved
Utility Board
06/26/2023
inContact Contract Second Amendment to PSA
June 26, 2023
Page 2
Over the last 9 years, inContact has introduced new features that ALW has incorporated into their
service offerings, all which have enhanced the overall customer experience. These new offerings
have been interfaced with ALW’s Customer Information System (CIS) and provide new
communication channel options which include customer contact via: e-mail, chat and text
messaging.
Pursuant to Azusa Municipal Code Section 2-517(a) (22), the purchase of specialized computer
software and hardware are exempt from competitive bidding processes in purchasing. The utility
continues to monitor pricing offered by other call management system vendors, and inContact has
maintained the best pricing for the services being rendered to the utility. In addition, with the
specialized software programming and interface to the utilities CIS system, it is in the best interest
of the utility to continue with the use of inContact as the sole vendor for the aforementioned
services.
FISCAL IMPACT:
The monthly recurring costs (MRC) of the call management system are included in ALW’s
proposed biennial budget request for the 2023-2025 term in Consumer Services account 31-40-
711-903-6915 - Utilities/Telephone.
Prepared by: Reviewed and Approved:
Alicia Holmes, MBA Tikan Singh
Assistant General Manager General Manager
Customer Care & Solutions
Reviewed and Approved:
Sergio Gonzalez
City Manager
Attachment:
1) Second Amendment to Professional Services Agreement