Department: Universal Services
Department Head: MG Richard Noriega (Ret) - Executive Director
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: $8,102,511
Total Estimated Project Cost: $13,767,511
Request Summary:
title
Request for approval of the Final Investment Memo for 3-1-1 Implementation project, for an additional incremental authorization of $8,102,511 for a total of $13,767,511, and additional commercial paper funding in the amount of $1,785,000 for a total amount of $7,450,000.
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". The 3-1-1 Implementation is an umbrella project, with work taking place under multiple vendor contracts working in alignment.
Phase I
From spring 2021 to fall 2022, vendors AT&T, PTG, Servos, Guidehouse, and ConvergeOne assisted Universal Services in the successful completion of the below Phase I deliverables to build out the foundation of the 3-1-1 system:
* Upgrade of Harris County's telephony system to allow residents to simply dial 3-1-1 on both landlines and cellphones to access the Harris County 311 Call Center for assistance (Vendor: AT&T)
* the upgrade of the 3-1-1 Call Center from basic hardphone technology to the Genesys cloud solution and its integration with ServiceNow to improve efficiency for call center agent workflows, increase data capabilities, enhanced c...
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