Primary Department: Universal Services
Primary Department Head/Elected Official: Sindhu Menon - Executive Director and CIO
Managing Department: Universal Services
Managing Department Head/Elected Official: Sindhu Menon - Executive Director and CIO
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
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: $2,440,000 (Part 1)
Total Estimated Project Cost: $9,330,000 (FY26-FY27)
Request Summary:
title
Request for approval of a Final Investment Memo for the 3-1-1 Implementation project for an incremental authorization of $2,440,000 for a total authorization of $20,175,617, and commercial paper funding in the amount of $1,070,000 for a total allocation of $18,805,000.
end
Project Description:
Overview
The Harris County 3-1-1 Implementation project focuses on creating a public portal and a back-end case management system for Harris County, Texas. Developed using the ServiceNow platform.
To date, we have successfully completed three distinct phases of the project. Each phase involved a comprehensive set of tasks and milestones, laying a strong foundation for the subsequent stages.
Phase IV - Project Scope
Phase IV will focus on platform encryption, real-time chat, CSM and FSM implementation, data migration, and systems
integration.
The participating agencies for Phase IV are:
• Veterans Services Department
• Commissioner Precinct 1
• Commissioner Precinct 4
Expanded program functionality
• Platform Encryption - The purpose of the implementation of ServiceNow’s Platform Encryption (PE) is to enhance the security of sensitive data stored in the ServiceNow instance. This includes configuring encryption policies, key management, and compliance with regulatory requirements such as GDPR, HIPAA, and FedRAMP (if applicable).
• Real Time Chat - Development seamless, scalable, and secure real-time chat functionality for the 311 Portal for agents and users.
• Migration of Data - Transferring data from Salesforce to the ServiceNow CSM platform, ensuring that the data remains complete, secure, and usable in the new environment.
• System Integration - Mapping and synchronizing key data entities (e.g., cases, requests, customer info) between the two systems through workflows aligned with business processes. Establishing a secure API integration using REST to enable data exchange.
Anticipated Project Expenditures and Timeline:
|
Project Scope Breakdown |
Estimated Cost |
Estimated Completion |
|
ServiceNow Implementation and OpenGov Integration |
$1,050,000 |
2026 |
|
ServiceNow Encryption |
$150,000 |
2026 |
|
Existing (6) PCNs (12 months) |
$526,400 |
2026 |
|
Contractors (3 for 12 months) |
$488,280 |
2026 |
|
Contingency |
$225,320 |
2026 |
|
Total planned expenditures |
$2,440,000 |
|
Justification & Alternatives:
311 Implementation ensures that every request, incident, or task is formally recorded, tracked, and resolved in a consistent manner. It provides transparency through visibility of dashboards and KPI’s. Without it, departments face a fragmented approach to issue management that hampers team efficiency, accountability, and decision-making. Important tasks may be forgotten or duplicated, customers may receive inconsistent service, and leadership lacks the visibility needed to identify trends or recurring problems. Ultimately, delaying the work on the 3-1-1 Implementation undermines service quality, operational efficiency, and the ability to scale support functions effectively.
Integration of ServiceNow to OpenGov asset management allows the agencies to manage their infrastructure assets more efficiently. It provides tools for asset tracking, work order management, reporting, and analytics, enabling data-driven decision-making and improved asset lifecycle management.
The key disadvantages of not implementing or delaying 311 are:
• Lack of Issue Tracking and Accountability
• Inefficient Communication
• No Centralized Repository
• Inconsistent Customer Experience
• Poor Analytics and Reporting
• Inefficiency in the process
Anticipated Impact on Other Funds (If Applicable):
|
Fund Code |
Description |
Estimated Cost |
Funding Method (Existing or Future Budget Request Required) |
Estimated Date of Needs |
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$- |
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- |
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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: 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
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 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. |
|
10/8/2024 |
24-6191 |
Request for approval of commercial paper funding for Universal Services for the 3-1-1 Implementation project in the additional amount of $1,430,000 for a total CP funding of $13,765,000. |
|
10/8/2024 |
24-6289 |
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. |
|
10/29/2024 |
24-6712 |
Request for approval of the Final Investment Memo for the 3-1-1 Implementation project for an additional incremental authorization of $3,968,106 for a total authorization of $17,735,617, and request for approval of commercial paper funding in the amount of $3,970,000. |
Address: Multiple
Precinct(s): Countywide
|
Fiscal and Personnel Summary |
|
Service Name |
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Current Fiscal Year Cost |
Annual Fiscal Cost |
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Labor |
Non-Labor |
Total |
Recurring Expenses |
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Funding Sources |
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Existing Budget |
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$ |
$ |
$ |
$ |
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$ |
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$ |
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$ |
$ |
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Total Current Budget |
$ |
$ |
$ |
$ |
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Additional Budget Request |
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Commercial Paper |
$530,000 |
$540,000 |
$1,070,000 |
$ |
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$ |
$ |
$ |
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$ |
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Total Additional Budget Request |
$530,000 |
$540,000 |
$1,070,000 |
$ |
|
Total Funding Request |
$530,000 |
$540,000 |
$1,070,000 |
$ |
|
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 |
- |
- |
- |
- |
Anticipated Court Date: 10/30/2025
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: Paige Abernathy, Special Assistant County Attorney, 10/21/2025
Department Approval by: Heather Merkel, Director of Budget - Universal Services, 10/21/2025
OMB CIP Team Approval by: William McGuinness, Director-Capital Projects & Infrastructure, 10/21/2025
________________________________________
Commercial Paper Request (For OMB use only):
Receiving Department: Universal Services
Project PeopleSoft ID: NI033
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 3-1-1 Implementation 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: Amy Perez, Deputy Executive Director, Office of Management and Budget