Title
Customer Flow Management System Contract - RFA-26-0147 Request for Award (Ordinance S-52996) - Citywide
Description
Request to authorize the City Manager, or his designee, to enter into a contract with CXM Solutions to provide a customer flow management system for the Planning and Development Department. Further request to authorize the City Controller to disburse all funds related to this item. The total value of the contract will not exceed $203,000.
Report
Summary
This contract will provide continuing operations and ensure required updates from CXM Solutions to provide a customer flow management system. The Planning and Development Department (PDD) uses the QMatic ticket queuing system, provided by CXM Solutions, to serve customers at their public service counters in the Phoenix City Hall. PDD is interested in an agreement with CXM Solutions for goods or services related to ticketing equipment, training, maintenance of software and any necessary upgrades to or configurations of the existing QMatic equipment.
This item has been reviewed and approved by the Information Technology Services Department.
Procurement Information
In accordance with Administrative Regulation 3.10, standard competition was waived as a result of an approved Determination Memo based on the following reason: Special Circumstances Without Competition. The Planning and Development Department currently uses CXM solutions and would like to establish a contract with CXM Solutions. This will allow for continued use of QMatic queuing systems to ensure continuity of operations and have access to required updates from CXM Solutions. An agreement with CXM Solutions will provide timely access to the equipment, maintenance and support services.
Contract Term
The contract will begin on or about July 1, 2026, for a five-year term with no options to extend.
Financial Impact
The aggregate contract value will not exceed $203,000 for the five-year aggregate term.
Funding is available in the Planning and Development Department's budget.
Department
Responsible Department
This item is submitted by Assistant City Manager Lori Bays and the Planning and Development Department.