Primary Department: Purchasing
Primary Department Head/Elected Official: Kimberly J. Williams, JD
Secondary Department: Universal Services
Secondary Department Head/Elected Official: Sindhu Menon
Regular or Supplemental RCA: Regular RCA
Type of Request: Contract - Renewal
Project ID (if applicable): 210119
Vendor/Entity Legal Name (if applicable): ConvergeOne, Inc
MWBE Contracted Goal (if applicable): N/A
MWBE Current Participation (if applicable):
Justification for 0% MWBE Participation Goal: N/A - Goal not applicable to request
Grant Indirect Costs Rate (if applicable):
Justification for 0% Grant Indirect Costs Rate (if applicable): Choose an item.
Request Summary (Agenda Caption):
title
Request for approval of a renewal option with ConvergeOne, Inc for non-emergency cloud contact call center solution for Harris County for the period of April 30, 2026 - April 29, 2027, at a cost of $1,366,933 (210119).
end
Background and Discussion:
This is a request to renew a contract for non-emergency cloud contact call center solution - A Cloud Contact
Center solution typically integrates multiple communications channels into a single system so that agents can
communicate with customers or clients by phone call, email or instant messaging, and maintain a consistent
record of all communications regardless of the format.
Expected Impact:
To continue providing a contact center solution that fits the County’s expanding and diverse population and communication needs. As the reliance on digital channels grows, the County needs to ensure consistent service delivery across all channels. Residents can submit service requests and related questions through mobile, phone, text, or web self-service/email through their preferred channel with confidence that the County will respond. It is critical to integrate current and new customer service processes and data so that County staff can work with the most comprehensive and updated resident view, regardless of which channel a resident utilizes that ConvergeOne will provide.
Alternative Options:
Prior to this contract, HCUS operated under a live contact center representative who is available 24/7/365.
There wasn’t a location-based call routing or exclusions, and callers were connected directly to the call center.
US is the first point of contact for after-hours support for depts that did not maintain after hour staffing but
provide county services 24/7 as needed.
County Strategic Plan Goal: N/A
County Strategic Plan Objective: N/A
Justice/Safety Initiative (Goal 1): N/A
Infrastructure Initiative (Goal 2): N/A
Economy Initiative (Goal 3): N/A
Health Initiative (Goal 4): N/A
Climate/Resilience Initiative (Goal 5): N/A
Housing Initiative (Goal 6): N/A
Additional notes related to the Strategic Plan:
Prior Court Action (if any):
|
Date |
Agenda Item # |
Action Taken |
|
11/30/21 |
304 |
Agreement approval |
|
12/13/22 |
387 |
Renewal 1 approval |
|
11/14/23 |
245 |
Extension approval |
|
3/26/24 |
367 |
Renewal 2 approval |
|
2/6/25 |
247 |
Renewal 3 approval |
Location: N/A
Address (if applicable): N/A
Precinct(s): Countywide
|
Fiscal and Personnel Summary |
|
Service Name |
|
|
|
|
Current Fiscal Year Cost |
Annual Fiscal Cost |
|
|
Labor |
Non-Labor |
Total |
Recurring Expenses |
|
Funding Sources |
|
|
Existing Budget |
|
|
|
|
|
1000 - General Fund |
$ |
$1,366,933 |
$1,366,933 |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Total Existing Budget |
$ |
$1,366,933 |
$1,366,933 |
$ |
|
Additional Budget Request (Requires Fiscal Review Request Form) |
|
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Total Additional Budget Request |
$ |
$ |
$ |
$ |
|
Total Funding Sources |
$ |
$1,366,933 |
$1,366,933 |
$ |
|
Grants - Proposed Budget (For Grants Items only) |
|
|
Labor |
Non-Labor |
Total |
No. of Grant Years |
|
Local Match Source - Existing Budget: Choose an item. |
$ |
$ |
$ |
|
|
Local Match Source - Additional Budget Request: Choose an item. |
$ |
$ |
$ |
|
|
Grant Funds Applied for/Awarded (Total) |
$ |
$ |
$ |
|
|
Personnel (Fill out section only if requesting new Position Control Numbers (PCN)s) |
|
|
Current Position Count for Service |
- |
- |
- |
- |
|
Additional Positions Request |
- |
- |
- |
- |
|
Total Personnel |
- |
- |
- |
- |
|
County Attorney’s Office Legal Review (for Harris County Code Items only) |
|
CAO Reviewer Name and Title |
|
CAO Review Completion Date |
Click or tap to enter a date. |
Anticipated Court Date: 4/16/2026
Anticipated Implementation Date (if different from Court date): Click or tap to enter a date.
Emergency/Disaster Recovery Note: Not an emergency, disaster, or ARPA related item
Contact(s) name, title, department: Rina Fava, Director-Customer Service for Universal Services; Fatimata Ba, Assistant Director of 3rd Party Risk & Contract Compliance for Universal Services; Jorge Geronimo, Sr. Manager of Contract Compliance for Universal Services; Buki Oyewumi, Senior Contract Manager - Office of Purchasing
Attachments (if applicable): Letter