Primary Department: Tax Assessor-Collector
Primary Department Head/Elected Official: Annette Ramirez
Managing Department:
Managing Department Head/Elected Official: Annette Ramirez
Regular or Supplemental RCA: Regular RCA
Type of Request: Investment Memo
Investment Memo Type: Final Investment Memo
Project Name: HCTO Phone System Modernization
Project ID (if applicable): TBD
Vendor Legal Name (if applicable): N/A
MWBE Contracted Goal (if applicable): N/A
MWBE Current Achievement (if applicable): N/A
Justification for 0% MWDBE Participation Goal: N/A - Goal not applicable to request
Grant Indirect Costs Rate (if applicable): N/A
Justification for 0% Grant Indirect Costs Rate (if applicable): N/A - Not a grant item
Incremental Authorization Requested: $361,197
Total Estimated Project Cost: $361,197
Request Summary:
title
Request for approval of the Final Investment Memo for the HCTO Phone System Modernization project, in the amount of $361,197, and request for approval of commercial paper funding in the amount of $365,000.
end
Project Description:
The Harris County Tax Assessor-Collector and Voter Registrar's Office (HCTO) is committed to improving the constituent experience and advancing operational excellence while meeting statutory responsibilities. To meet these goals, the office is pursuing a transition to a modernized phone system that will strengthen constituent communication infrastructure, elevate service delivery, and provide leadership with actionable, real-time data.
The current phone system no longer meets the needs of a high-volume, multi-service operation. It offers limited call-routing capabilities, minimal customer self-service options, and insufficient visibility in call performance. As call volumes continue to rise across all service areas, Voter Registration, including election support, Property Tax Collection, Auto Services, Banking, and General Customer Support, the office requires a more flexible, scalable, and data-driven communica...
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