Department: Universal Services
Department Head: Sindhu Menon
Regular or Supplemental RCA: Regular RCA
Type of Request: Investment Memo
Investment Memo Type: Final Investment Memo
Project Name: 3-1-1 Implementation
Project ID (if applicable): NI033
Vendor Legal Name (if applicable): N/A
MWDBE Contracted Goal (if applicable): N/A
MWDBE Current Achievement (if applicable): N/A
Justification for 0% MWDBE Participation Goal: N/A - Goal not applicable to request
Managing Entity: Universal Services
Incremental Authorization Requested: $5,569,706
Total Estimated Project Cost: $19,337,217
Request Summary:
title
Request for approval of the Final Investment Memo for the 3-1-1 Implementation project, for an additional incremental authorization of $5,569,706 for a total of $19,337,217.
end
Project Description:
Overview
The Harris County 3-1-1 Project seeks to create a central constituent relationship management (CRM) platform solution for Harris County that allows residents to request non-emergency services and enables departments to fulfill them in a "one-stop-shop."
Phase I and II are complete and included the upgrade of the Harris County's telephony system for citizen calls, 3-1-1 Call Center to the Genesys cloud solution, implementation of ServiceNow for enhanced work flows, deployment of Harris County 311 Online Portal and 311@harriscountytx.gov
Phase III
Phase III will expand the Phase I and Phase II work to additional Harris County departments, such as Veterans Department, Engineering Permits, and the Public Health Connect Program, and integrations with other platforms. The scope of work and funding request for future phases will appear at Commissioners Court for consideration following the completion of Phase III, tentatively anticipated mid-2025.
Project Scope:
Phase III will consist of onboarding new departments to the Unified Service Catalog, as well as integration of existing 311 departments and other platforms, such as OpenGov.
Expanded program funct...
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