The City of Fort Worth (City) wants to fundamentally transform the manner in which it interacts with its residents, businesses, visitors and community at large. The Customer Relationship Management (CRM) system, Mortorola's PermierOne CSR hosted solution, will enhance customer service and efficiency through the use of multiple communication channels, as well as provide a common point of origin for all service requests. The project will retool business processes and integrate knowledge base, GIS, work order and other systems into a more streamlined and effective manner.
The CRM implementation will occur in three phases with the "Foundational Departments" being Code Compliance, Park and Recreation, Transportation and Public Works, Mayor's Office and the City Manager's Office. The Hosting Service Level Agreement and Maintenance and Support Agreement provides ongoing system support and maintenance including upgrades, bug fixes and patches and other technical support necessary for City staff to operate the solution, including help desk support on general system use, configuration settings, reporting, etc. This hosted solution saves the City the additional cost of server hardware.
The Fiscal Year 2017 budget includes appropriations of $2,000,000.00 for CRM. The Agreement in the amount of $1,697,748.00 is for Phases I, II and III implementation costs; training; and one year of hosting services. The Agreement also includes an additional $169,774.00 for contingencies, and the total Agreement amount will not exceed $1,867,522.00. The remaining appropriated funds will be used to fund staff augmentation. After the first year, hosting, maintenance, and support will cost $322,704.00 annually for years two to five.
RFP ADVERTISEMENT - The Request of Proposals (RFP) was advertised in the Fort Worth Star-Telegram on April 6, 2016, April 13, 2016, April 20, 2016, April 27, 2016, and May 4, 2016. The evaluation criteria focused on qualifications of firm, understanding of the CRM solution, configurability of the system, call center functionality, value added services and price of services. The evaluation committee was comprised of employees from Performance Office, Code Compliance, Transportation and Public Works, Police and IT Solutions Departments. Purchasing Division solicited 461 vendors from the purchasing vendor database; sixteen responses were received. Staff certifies that the recommended vendor proposal meet specifications.
M/WBE OFFICE - A waiver of the goal for MBE/SBE subcontracting requirements was requested by the Purchasing Division and approved by the M/WBE Office, in accordance with the BDE Ordinance, because the purchase of goods or services is from sources where subcontracting or supplier opportunities are negligible.
AGREEMENT TERMS - Upon City Council's approval, the contract term will begin December 14, 2016, and continue for five years.
RENEWAL OPTIONS - The agreements for hosting services, training, and maintenance and support services may be renewed for up to four successive one-year terms at the City's option. This action does not require specific City Council approval provided that the City Council has appropriated sufficient funds to satisfy the City' s obligations during the renewal terms.