Title
PHX 311 Customer Relationship Management (CRM) System - Invitation to Respond 21-002 (Ordinance S-46988)
Description
Request to authorize the City Manager, or his designee, to enter into a contract with Cloud Navigator to provide an enhanced PHX 311 Customer Relationship Management (CRM) solution for a five-year period. Further request authorization for the City Controller to disburse funds related to this item. The five-year aggregate value of all contracts will not exceed $3,303,500. Coronvirus Aid Relief and Economic Security (CARES) Act funding will be used for $1.5 million of the project; with approximately $375,000 per year funded by all city departments' budgets in years two through five. Further request authorization to waive the liability provisions of section 42-18 of the City Code in order to limit Cloud Navigator's liability under this contract to the amount of $4,500,000.
Report
Summary
When the Coronavirus pandemic began earlier this year, it became abundantly clear that the City needed to greatly enhance the ways it provides electronic services to the community. The City currently has an outdated CRM solution that provides multiple services to residents, such as the Phoenix at Your Service (PAYS) and PHX CARES solutions. PAYS and PHX CARES provide services to residents from the Aviation, Public Transit, Water Services, Public Works, Streets Transportation, Neighborhood Services, Parks and Recreation, Library, and Human Services departments.
This new solution will provide additional services and include a management hub that connects resident service and information requests to other City internal systems. The solution also offers easy-to-navigate, self-service capabilities and a seamless customer experience across various communication pathways and types of devices.
New functionality includes a single sign-on capability for residents to easily manage their cases with the City, a new mobile application, and texting capability for residents to use to contact the City to obtain services or to report issues. Not only do these features allow residents to create service requests without an in-person visit or phone call to the City, it also allows GEO-tagging for location-based reports, such as those for potholes, graffiti, or water leaks. The City also will continue to offer its other PHX 311 services for residents who prefer to call 602-262-3111 or email contactus@phoenix.gov.
The 311 CRM platform will provide multiple options for submitting service requests and comments, and will improve digital service delivery. Reducing the need for in-person or paper-based reporting allows for a safer resident interaction, supporting a primary goal of CARES Act funding.
Procurement Information
An Invitation to Respond 21-002 was conducted in accordance with Administrative Regulation 3.10. The Notice of Solicitation was emailed to 489 technology firms. The Finance Department received seven submittals.
Seven firms responded to the invitation to respond. Of those, two withdrew from the process and one was deemed non-responsive for not meeting the legal requirements. Four vendors were invited to the demonstrations portion. An 11-member panel evaluated and scored the demonstrations and submittals based on the following criteria (1,000 total points): Supportability and Maintainability of Solution Architecture (200 points); 10 Identified Critical Capabilities (400 points); Implementation Strategy (200 points); Ability to Fulfill Project Management, Disaster Recovery, Support and Licensing (100 points); and Pricing (100 points), with Cloud Navigator receiving the highest score of 669 points. Remaining vendor scores:
Vendor 2: 575 points
Vendor 3: 507 points
Vendor 4: 427 points
The Deputy Finance Director and Chief Information Officer recommend the offer from Cloud Navigator be accepted as the highest-scored and most responsive and responsible offeror.
Contract Term
The five-year contract shall begin on or about Oct. 7, 2020.
Financial Impact
The five-year aggregate value of the contract will not exceed $3,303,500. $1,500,000 of CARES Act funds will be utilized as allowed under the legislation. The remaining funds of approximately $375,000 per year to be used in years two through five of the contract are available in the various department's budgets.
Department
Responsible Department
This item is submitted by Deputy City Manager Toni Maccarone and the Information Technology Services Department.