The City of Fort Worth's Code Compliance Department, Information Technology Solutions Department (ITS) and the Help Desk Division currently operate Information Technology Service Management (ITSM) software to manage work requests from citizens and Staff. Although the software version in use is still supported by Helpdesk Expert Automation Tool Software Company (HEAT), the newest software version, HEAT Software 2016 Premise Service Desk Suite (ITSM 7.1.4), provides significant enhancements over the previous versions. Solid Waste, ITS and the Help Desk are all impacted by the newer product release and both stand to receive the benefit of upgrading to a newer version. The ITS supports the upgrade project and agrees that Code Compliance and ITS Departments will collaborate on this project. In addition, HEAT will provide system maintenance and support for the initial three year period.
Funding this upgrade will replace an outdated and inefficient software program. The upgraded software platform's annual maintenance and support services will assist the City's staff in resolving service issues in a timely manner. In addition, the upgrade will correct software issues that have limited the capability for effectively enforcing the Solid Waste program guidelines, billing additional service fees and developing program improvements for operational cost savings.
Improved delivery of Solid Waste services and interacting with City residents electronically and through the City's Call Center will be enhanced with correct information and allow employees capability to communicate while out in the field; both saving operational costs and improving customer service to our residents. Lastly, this upgrade will allow Staff to build future functionalities into the software system directly and without additional contracted programing expenses.
System Upgrade Cost Breakdown:
$237,364.32 (Includes Implementation and Maintenance - $112,750.00 for implementation, $11,275.00 contingency, $113,339.32 (Maintenance - 3/22/17 through 8/31/18)
$76,588.81 (Maintenance – 9/1/18 through 8/31/19)
$78,886.47 (Maintenance – 9/1/19 through 8/31/20)
SOLICITATION - A Request for Offers (RFO) with detailed specifications for the software upgrade was released on November 17, 2016 to firms holding Cooperative Purchasing Agreements to provide this solution. The evaluation factors included ability to meet RFO requirements, company references, company experience, project approach, methodology and implementation plan, and cost. Seven vendors were solicited from the purchasing vendor database system; one response was received. The offer was reviewed by an evaluation committee comprised of Staff from the Code Compliance and ITS Departments.
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.
ADMINISTRATIVE CHANGE ORDER - An administrative change order or increase may be made by the City Managers in the amount up to $100,000,00 and does not require specific City Council approval as long as sufficient funds have been appropriated.
AGREEMENT TERMS - Upon City Council's approval, the Agreement will begin on the date fully executed by the parties for a three-year term expiring August 31, 2020.
RENEWAL OPTIONS - This Agreement may be renewed for one one-year renewal period upon written Agreement, provided the General Services Administration renews its cooperative contact.