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 functionality
• ServiceNow Implementation will consist of process mapping and building out customized digital workflows in the Agent Workspaces and Field Service Agent Modules for each participating department. A critical priority will be aligning the ServiceNow expansion with the OpenGov Implementation. ServiceNow will serve as the public facing platform, enabling constituents’ request to be routed to the OpenGov system.
• Webex Contact Center Implementation is a platform that expand constituents’ options to contact 311 though multiple facets including phone, text, email, chat and social messaging, which will enhance public facing capabilities.
• GenAI for Language and Translation Implementation - GenAI for Language and Translation, will leverage vast datasets and sophisticated algorithms to enhance accuracy, understand context, and capture nuances in language; It efficiently processes large volumes of text, making it ideal for real-time applications like live chat translation and multilingual customer support.
Justification:
The benefits of work in Phase I were primarily outward-facing and Phase II was primarily inward-facing. Phase III expands the 311 platform to additional departments, ensuring consistency, functionality and efficiencies across Harris County departments. The platform has robust data capturing capabilities which promotes transparency and data driven decision making. Enhancements like the Webex Contact Center and GenAI offer substantial public facing benefits and reach more constituents.
Alternatives and Engagement:
Commissioners Court could choose to stall the work on the 3-1-1 Implementation and not build out each department’s workflows onto the central system. However, department processes to fulfill service requests would then remain siloed and varied. We would continue to enjoy the benefits of an online portal and central hub for the 3-1-1 Call Center, but would lose all the potential benefits to our internal processes that are available within the ServiceNow platform. In addition, the Cartegraph Implementation and Genesys expansion would be negatively impacted as both depend on integration with ServiceNow to be fully operational. A continued stalling of the 3-1-1 Implementation in Phases 3 and 4 would result in an incomplete service that only features 20 of Harris County’s 72 departments.
Anticipated Project Expenditures and Timeline:
|
Scope of Work |
Estimated Cost |
Estimated Completion |
|
ServiceNow Implementation |
$2,931,362 |
2025 |
|
Webex Contact Center Implementation |
$40,000 |
2024 |
|
Existing (5) PCNs (18 months) |
$1,216,590 |
2026 |
|
GenAI for Language and Translation Implementation |
$400,000 |
2025 |
|
Contractors (2 for 18 months) |
$385,000 |
2026 |
|
Contingency (12%) |
$596,754 |
2024 |
|
Total planned expenditures |
$5,569,706 |
|
Alignment with Goal(s):
X Justice and Safety
X Economic Opportunity
X Housing
X Public Health
X Transportation
X Flooding
X Environment
X Governance and Customer Service
Previous Court Action:
|
Date |
Agenda Item # |
Action Taken |
|
4/30/2019 |
6.b |
Request for approval of commercial paper funding for $1,420,000 |
|
6/30/2020 |
4.i.4 |
Request for approval of commercial paper funding for $4,245,000 |
|
4/27/2021 |
21-1746 |
Award to AT&T for telephony upgrade (1yr + 4 renewal options) for $120,915 |
|
7/20/2021 |
21-3556 |
Award to PTG for ServiceNow platform and change management for $2,384,755 |
|
11/30/2021 |
21-6591 |
Award to ConvergeOne for conversion of 311 Call Center to Genesys (1yr +4) for $1,366,932 |
|
4/05/2022 |
22-2409 |
Change Order 1 with PTG for $316,167 for additional work |
|
05/27/2021 |
22-3073 |
1st renewal for AT&T for $85,000 |
|
8/23/2022 |
22-5219 |
Change Order 2 with PTG for $374,625 for additional work |
|
9/27/2022 |
22-5799 |
Discussion on 311 Online Portal Go-Live and completion of Phase I work |
|
12/13/2022 |
22-7999 |
1st renewal for ConvergeOne for $120,000 |
|
1/31/2023 |
23-0593 |
311 Implementation for $1,785,000 |
|
5/16/2023 |
23-2718 |
Request for approval of commercial paper funding for Universal Services for the 3-1-1 Implementation project in the additional amount of $450,000 for a total CP funding of $7,900,000. |
|
7/18/2023 |
23-3944 |
Request for approval of commercial paper funding for Universal Services for the 3-1-1 Implementation project in the additional amount of $2,700,000 for a total CP funding of $10,600,000. |
|
10/10/2023 |
23-5832 |
Request for approval of commercial paper funding for Universal Services for the 3-1-1 Implementation project in the additional amount of $3,165,000 for a total CP funding of $13,765,000. |
|
12/5/2023 |
23-7151 |
Request for approval to decrease commercial paper funding for Universal Services for the 3-1-1 Implementation project in the amount of $1,600,000 for a net CP funding of $12,165,000. |
|
4/23/2024 |
24-2255 |
Request for approval of commercial paper funding for Universal Services for the 3-1-1 Implementation project in the additional amount of $170,000 for a total CP funding of $12,335,000. |
Address: Multiple
Precinct(s): Countywide
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Anticipated Court Date: 10/08/2024
Anticipated Implementation Date (if different from Court date):
Legal funding compliance confirmed by:
Department Approval by: Rina Fava, Director -
OMB CIP Team Approval by:
Commercial Paper Request (For OMB use only):
Receiving Department: N/A Choose an item.
Project PeopleSoft ID: N/A
CP Series Description: N/A
OMB Financial Management contact: N/A