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 communications platform.
A modernized phone system would introduce Intelligent IVR (Interactive Voice Response), advanced queue management, and omnichannel communication capabilities. These tools would streamline call handling, reduce abandoned calls, and allow constituents to resolve many needs through automated self‑service. Allowing the Call Center and customer Service to focus on more complex inquiries.
Long‑term benefits include lower abandonment rates, improved employee productivity, reduced overtime pressures in the call center, and higher overall constituent satisfaction. The improved data capabilities will allow HCTO to better project call volumes and staff accordingly during elections and property tax season.
Anticipated Project Expenditures and Timeline:
|
Project Scope Breakdown |
Estimated Cost |
Estimated Completion |
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Professional Services • Scope includes: QAT Engineer, Project Manager, Consultant, Solution Developer, and Solution Engineer |
$314,084 |
Q4 of FY 2026 |
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15% Contingency |
$47,113 |
- |
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Total |
$361,197 |
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Justification & Alternatives:
The alternative to modernizing the phone system is to leave the current system in place and continue operating with its existing limitations. However, maintaining the status quo would mean the office will continue to experience high call abandonment rates. Without modern tools such as Intelligent IVR, queue management, and omnichannel communication, the office would remain constrained by inefficient processes, limited self‑service options, and an inability to scale during peak demand.
Anticipated Impact on Other Funds (If Applicable):
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Fund Code |
Description |
Estimated Cost |
Funding Method (Existing or Future Budget Request Required) |
Estimated Date of Needs |
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1000 |
Recurring costs |
$139,000 |
Recurring system costs are funded by general funds |
10/01/2027 |
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$- |
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- |
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Total |
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$- |
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- |
County Strategic Plan Goal: 2. Connect our community with safe, reliable, equitably distributed, and well-maintained infrastructure.
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
Previous Court Action:
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Action Taken |
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Address: N/A
Precinct(s): Choose an item.
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Fiscal and Personnel Summary |
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Service Name |
HCTO Phone System Modernization |
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Current Fiscal Year Cost |
Annual Fiscal Cost |
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Labor |
Non-Labor |
Total |
Recurring Expenses |
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Funding Sources |
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Existing Budget |
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Choose an item. |
$ |
$ |
$ |
$ |
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Choose an item. |
$ |
$ |
$ |
$ |
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$ |
$ |
$ |
$ |
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Total Current Budget |
$ |
$ |
$ |
$ |
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Additional Budget Request |
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Commercial Paper |
$ |
$365,000 |
$365,000 |
$ |
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Choose an item. |
$ |
$ |
$ |
$ |
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$ |
$ |
$ |
$ |
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Total Additional Budget Request |
$ |
$365,000 |
$365,000 |
$ |
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Total Funding Request |
$ |
$365,000 |
$365,000 |
$ |
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Personnel (Fill out section only if requesting new PCNs) |
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Current Position Count for Service |
- |
- |
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Additional Positions Request |
- |
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Total Personnel |
- |
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Anticipated Court Date: 6/11/2026
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
Legal funding compliance confirmed by: Sandra Staine, Senior Assistant County Attorney, 6/2/26
Department Approval by: Sonate Adeyemi, Chief Finance Officer, Harris County Tax Office, 6/3/2026
OMB CIP Team Approval by: William McGuinness, Director-Capital Projects & Infrastructure, 6/3/2026
Commercial Paper Request (For OMB use only):
Receiving Department: Tax Assessor-Collector
Project PeopleSoft ID: TBD
CP Series Description: Commercial Paper Series D can be used for (1) construction of public works, (2) the purchase of automobiles, equipment and machinery, including computers, materials and supplies for the operation of the County’s precincts and departments (3) Professional services, including services provided by engineers, architects, attorneys, auditors, financial advisors, and fiscal agents, in connection with the contractual obligations described in (1) and (2).
Commercial Paper is being requested for the HCTO Phone System Modernization project and is expected to be repaid within the next three fiscal years either through bonds, budgetary means or pay-as-you-go sources.
Note: Commercial Paper is issued in increments of $5,000 and the excess is not available to be spent by the department.
OMB Financial Management contact: Fahad Gulzar, Acting Deputy Executive Director, Office of Management and Budget