Title
Telephone and Network System Support and Maintenance (Ordinance S-45547)
Description
Request to authorize the City Manager, or his designee, to amend and add additional expenditures for Contract 144657 with World Wide Technology, Inc. (WWT) in an amount not to exceed $9,727,806 through June 30, 2023, for ongoing support and maintenance of the system. Further request authorization for the City Controller to disburse all funds related to this item.
Report
Summary
In January 2017, the City Council approved a project to replace the City's 30-year-old telephone system and upgrade the City's network. The implementation portion of the project will be completed in June, after which a full support model and maintenance will begin.
Managed services for the system was part of the Request for Proposals and awarded to WWT to initially include a basic support model. This request is for payment authority for ongoing support and maintenance, and to amend the support model to align with the advanced capabilities of the new system that are now fully implemented. The managed services program will include a varying number of network and telecommunications contractors supporting the Citywide system, which includes a Network Operations Center and 24/7 support, including weekends and holidays.
This critical system currently includes call center capabilities within 14 departments that today average nearly 250,000 calls per month, or approximately 3 million calls per year. The existing 14 departments do not yet include the Fire, Aviation, and Planning and Development departments, which are scheduled to be completed by June 2019.
Many essential services to residents are provided through this new system that include the following:
Water Services Call Center
Approximately 167,000 calls per month in support of customer service for water and solid waste services and emergency dispatch services for water leaks, water quality issues and sanitary sewer emergencies.
Phoenix Police Department
Approximately 29,271 calls per month that support Central Booking, Code Enforcement, and the Strategic Information and the Information Technology Bureaus.
Phoenix Municipal Court
Approximately 22,603 calls per month that support information on criminal and traffic violations, non-traffic criminal misdemeanor cases, payment for parking tickets and contacting residents regarding delinquent accounts.
Neighborhood Services Department
Approximately 7,098 calls per month that support residential complaints to resolve property maintenance and violation issues, zoning problems and homeless encampments.
Other Departments
Approximately 22,619 calls per month that support Section 8, senior, disabled, scattered and conventional housing applications; financial assistance with mortgages, rent, utilities, food boxes, bus tickets and prescriptions; library cards; ticket sales for events at Phoenix Convention Center, Orpheum Theatre and Symphony Hall; and many others.
This item has been reviewed and approved by the Information Technology Services Department.
Contract Term
This contract amendment is for a term ending June 30, 2023. Provisions of the original contract term will remain, which includes an option to extend up to five years through Feb. 28, 2027.
Financial Impact
The original value of the contract was $28,000,000 for the telephone and data network system replacement. With the $9,727,806 in additional funds for maintenance and support through June 30, 2023, the contract's revised aggregate value is now $37,727,806 (including applicable taxes). Funds are available in the Information Technology Services Department Operating and Capital Improvement Program budgets.
Concurrence/Previous Council Action
On March 6, 2019, the Water, Wastewater, Infrastructure and Sustainability Subcommittee recommended amending and adding additional funds to Contract 144657 by a vote of 4-0. On Jan. 25, 2017, City Council recommended awarding a contract to WWT.
Department
Responsible Department
This item is submitted by Acting Deputy City Manager Toni Maccarone and the Information Technology Services Department.