HomeMy WebLinkAbout2007-08-28 - AGENDA REPORTS - TMF PHONE SYSTEM (2)Agenda Item:
CITY OF SANTA CLARITA
AGENDA REPORT
CONSENT CALENDAR City Manager Approval:
Item to be presented by: Kevin Tonoian
DATE: August 28, 2007
SUBJECT: AWARD CONTRACT FOR THE PURCHASE AND
INSTALLATION OF A NEW PHONE SYSTEM CONTACT
CENTER FOR THE TRANSIT MAINTENANCE FACILITY
DEPARTMENT: Administrative Services
RECOMMENDED ACTION
City Council appropriate funds from Proposition A Local Return to Account No.
F0003261-5161.001, and award Nexus IS a contract in the amount of $66,316, plus a 10%
contingency of $6,600, for a total amount not to exceed $72,916 for the design and installation of
a phone contact center system at the Transit Maintenance Facility, and authorize the City
Manager or designee to execute all documents, subject to City Attorney approval.
BACKGROUND
In conjunction with the current phone system at the City's Transit Maintenance Facility, staff has
conducted a Request for Proposal (RFP) process to select a vendor to design and install a contact
center system to serve and enhance telecommunication call routing to agents, auto call
distribution, call reporting, and other call data needs of this facility. This enhanced system, in
concert with the three (3) new City Customer Service Agents funded as part of the FY 2007/08
Budget process, will provide state-of-the-art telecommunication and customer service
capabilities for the TMF which serves as the operations center for all local, commuter, and
Para -transit services to the community.
The TMF provides the City a permanent facility to accommodate the operation, maintenance, and
administrative functions of the City's transit system. Based on growth projections of the City's
transit system over the next 20 years, this facility will address the current facility inefficiencies
and future service expansion.
aPPRouEo;
The RFP, released in May 2007, was published in the local newspaper and notices were mailed
to the Santa Clarita Valley Chamber of Commerce and the Valley Industrial Association. A total
of 21 vendors downloaded the RFP packet from the City website and an electronic copy was
made available to the City's local AT&T Representative.
The RFP for a contact center system would provide the TMF with the following enhanced
telecommunication capabilities as well as improved and maintained customer service levels:
• Intelligent call distribution and filter of phone calls to customer agents.
• Reporting feature to handle real time and history statistics such as hold times, number of
calls in queue, peak hours traffic levels, average call length, and abandoned calls for
identified extensions and agents.
• Ability to prioritize calls based upon defined criteria and/or phone extensions.
• Wall -mounted screen for viewing real-time statistics and ability to utilize graphs,
numbers, and charts combinations to detail hold times, number of calls in queue, peak
hours traffic levels, average call length, and abandoned calls for identified extensions and
agents simultaneously; ability to flash alerts when thresholds are reached.
At time of the bid proposal opening Nexus IS was the sole respondent to the RFP. Upon staffs
review and evaluation, it was determined that Nexus IS was a qualified contractor to oversee the
design and install the new contact center system at the TMF.
ALTERNATIVE ACTIONS
1. Do not approve stars recommendation
2. Other alternatives as identified by City Council.
FISCAL IMPACT
City Council appropriate funds from Proposition A Local Return to Account No.
F0003261-5161.001. These funds represent project savings returned to fimd balance at the close
of FY 2006/07 and previously appropriated by the City Council to the Transit Maintenance
Facility (CII' Project No. F0003) to fund the construction of this project.