Department: Purchasing
Department Head/Elected Official: DeWight Dopslauf
Regular or Supplemental RCA: Regular RCA
Type of Request: Contract - Renewal
Project ID (if applicable): 210119
Vendor/Entity Legal Name (if applicable): ConvergeOne, Inc.
MWDBE Contracted Goal (if applicable): N/A
MWDBE Current Participation (if applicable): N/A
Justification for 0% MWDBE Participation Goal: N/A - Goal not applicable to request
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, 2024 - April 29, 2025 at a cost of $1,366,933 (210119), Justification for 0% MWDBE Participation Goal: N/A - Goal not applicable to request.
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.
This solution was solicited for competitive bids in which the County received nine bids. It was awarded to Convergeone based on service requirements.
Prior to this RFP and award, US 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.
As part of this solution, ConvergeOne worked with US to implement 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.
Expected Impact:
Increased efficiencies and streamlined process workflows
Alternative Options:
No alternatives
Alignment with Goal(s):
_ Justice and Safety
_ Economic Opportunity
_ Housing
_ Public Health
_ Transportation
_ Flooding
_ Environment
X Governance and Customer Service
Prior Court Action (if any):
|
Date |
Agenda Item # |
Action Taken |
|
5/11/2021 11/30/2021 |
190 304 |
Approval of project scheduled for advertisement Approval of an award on the basis of best proposal meeting requirements and that the County Judge execute an agreement with ConvergeOne, Inc. for non-emergency cloud contact call center solution for Harris County for the period of November 30, 2021 - November 29, 2022, with four one-year renewal options |
|
12/13/2022 |
387 |
Approval of a Renewal Option |
|
11/14/2023 |
245 |
Approval on an Extension through April 29,2024 |
Location:
Address (if applicable): N/A
Precinct(s): Choose an item.
|
Fiscal and Personnel Summary |
|
Service Name |
|
|
|
|
Current Fiscal Year Cost |
Annual Fiscal Cost |
|
|
Labor |
Non-Labor |
Total |
Recurring Expenses |
|
Funding Sources |
|
|
Existing Budget |
|
|
|
|
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Total Current Budget |
$ |
$ |
$ |
$ |
|
Additional Budget Request (Requires Fiscal Review Request Form) |
|
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Choose an item. |
$ |
$ |
$ |
$ |
|
Total Additional Budget Request |
$ |
$ |
$ |
$ |
|
Total Funding Request |
$ |
$ |
$ |
$ |
|
Personnel (Fill out section only if requesting new PCNs) |
|
|
Current Position Count for Service |
- |
- |
- |
- |
|
Additional Positions Request |
- |
- |
- |
- |
|
Total Personnel |
- |
- |
- |
- |
Anticipated Court Date: 03/26/2024
Anticipated Implementation Date (if different from Court date): N/A
Emergency/Disaster Recovery Note: Not an emergency, disaster, or COVID-19 related item
Contact(s) name, title, department: Jorge Geronimo, Contract Manager, Universal Services Dat Trinh, Buyer, Purchasing
Attachments (if applicable): Letter