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HomeMy WebLinkAboutContract 48499-A5CSC No. 48499-A5 AMENDMENT NO. 5 TO CITY OF FORT WORTH CONTRACT 48499 This Fifth Amendment is entered into by and between the City of Fort Worth (hereafter 'Buyer"), a home rule municipality, with its principal place of business at 200 Texas Street, Fort Worth, Texas, and Motorola Solutions, Inc. ("Vendor"), Buyer and Vendor may be referred to individually as a Party and collectively as the Parties. WHEREAS, on December 23, 2016, the Parties entered into City Secretary Contract 48499 to provide PremierOne CSR Software application services ("Agreement/Contract"); WHEREAS, the Parties wish to amend the Agreement to add Annual CSR Text Cloud Services to expand the PremierOne CSR cloud solution. NOW, THEREFORE, the Parties, acting herein by and through their duly authorized representatives, enter into the following agreement: 1. AMENDMENTS The Agreement is hereby amended to add Exhibits B-3 for CSR Text Cloud Services and B-4 for CSR Professional Services to expand the PremierOne CSR Cloud Solution, attached to this Fifth Amendment, at a one-time cost in the amount of $158,970.00 for Professional Services and an annual recurring amount of $36,240.00 for CSR Text Cloud Services. The total annual contract amount will not exceed $549,914.00. 2. ALL OTHER TERMS SHALL REMAIN THE SAME All other provisions of the Agreement which are not expressly amended herein shall remain in full force and effect. 3. ELECTRONIC SIGNATURE This Amendment may be executed in multiple counterparts, each of which shall be an original and all of which shall constitute one and the same instrument. A facsimile copy or computer image, such as a PDF or tiff image, or a signature, shall be treated as and shall have the same effect as anoriginal. OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX Fifth Amendment to Fort Worth City Secretary Contract No. 48499 Page 1 of 4 ACCEPTED AND AGREED: CITY OF FORT WORTH: By: Valerie Washington (Oct 2, 202313:52 CDT) Name: Valerie Washington Title: Assistant City Manager Date: OU 2, 2023 APPROVAL RECOMMENDED: By: Name: Kevin Gunn Title: Director, IT Solutions Department 4,dgUO�n�� ATTEST: vAYA.*000�o* 0 d Oro0 0 Ov o�=d pdd*4L A aa4Tt nEXaSaAp By: Name: Jannette Goodall Title: City Secretary VENDOR: Motorola Solutions, Inc. By: Name: Clay Cassard Title: MSSSI Territory Vice President Date: August 9, 2023 CONTRACT COMPLIANCE MANAGER: By signing I acknowledge that I am the person responsible for the monitoring and administration of this contract, including ensuring all performance and reporting requirements. By: Steven Vandever (Sep 27, 2023 08:17 CDT) Name: Steven Vandever Title: Sr. IT Solutions Manager APPROVED AS TO FORM AND LEGALITY: By: Name: Taylor Paris Title: Assistant City Attorney CONTRACT AUTHORIZATION: M&C: 23-0789 Approved: 9/26/2023 1295: 2023-974561 ATTEST: B Y: Name: Kenny Leverett Title: National Sales Director OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX Fifth Amendment to Fort Worth City Secretary Contract No. 48499 Page 2 of 4 Exhibit B-3 A+lOTOJ4LA SOLUTJONS CSR TEXT CLOUD SERVICES PROPOSAL MOTOROLA SOLUTIONS TEXT CLOUD SERVICES PROPOSAL: Lity of Fort Worth artment of Communications & Public Engagement May 16, 2023 .ons nsidered Motorola Solutions confidential and restricted. The ed with the restriction that it is to be used for evaluation is not to be disclosed publicly or in any manner to anyone iployed by the City of Fort Worth required to evaluate this to express permission of Motorola Solutions, Inc. lid until August 16, 2023. ,UTIONS, MOTOROLA and the Stylized M Logo are S. Patent & Trademark Office. All other product or service erty of their respective owners. © Motorola Solutions, Inc. Motorola Solutions Confidential Proprietary Page 1 OTOJ4LA SOLUTJONS CSR TEXT CLOUD SERVICES PROPOSAL CSR Text Cloud Services Proposal May 16, 2023 Sharon Gamble Customer Service Administrator Department of Communication and Public Engagement City of Fort Worth 4100 Columbus Trail Fort Worth, TX 76133 Subject: CSR Text Cloud Services Proposal. Proposal # PSVCFW05162023 Motorola is pleased to present the City of Fort Worth with the following proposal for the professional services to implement CSR Text and deliver CSR Text as a Cloud service. The City of Fort Worth wishes to add interactive SMS text message capability for Service Request (SR) intake. The platform is integrated with Motorola PremierOne CSR using the Open311 interface. A list of approximately 57 SRs have been provided via Excel spreadsheet and would need to be reviewed and properly coded for the AGENT5 I I database. The citizen would text a 10-digit number specific to Fort Worth and the system would use natural language processing (NLP) via artificial intelligence (AI) intents library. The library would invoke the correct flow and interactively and intelligently assist citizens in creating Service Requests. As an example, if the citizen were to report, "there is a streetlight out at 123 Main St," the system would realize the address and the SR type are complete by other factors such as "blinking" or side of the street may be required. There will also be the capability to query the SR number and receive SR Status. The system would be expandable in the future for informational requests and multimedia. This project will include the following: • Review the list of SR's with the City and applicable codes • Update the intents dictionary to include SR's and terms associated with the SR's • Upload the SR workflow with flex questions and Lists of Values • Interface & networking to Motorola Premier CSR • QA and customer acceptance testing in test tier • Deploy upgrades to production • Project management and support • Recurring services such as 10-digit number, hosting, and maintenance • Optional SR opt-in/out service for SR updates (open/close) Motorola Solutions Confidential Proprietary Page 2 aMOTOROLA SOLUTIONS CSR TEXT CLOUD SERVICES PROPOSAL This project will not include: • MMS text message capability. There is a MMS solution, but at a different price point. We will develop a mutual timeline for the project. Please review the proposal and contact me if you have any questions. I can be reached at 404- 402-6078 or k.leverett(&motorolasolutions.com Sincerely, Kenny Leverett National Sales Director, Public Service Motorola Solutions, Inc. Motorola Solutions Confidential Proprietary Page 3 aA+lOTOR LA SOLUTJONS CSR Text Cloud Services Pricing CSR TEXT CLOUD SERVICES PROPOSAL Descrintion Price CSR Text Cloud Annual Service for SR Submissions through Open3l l $36,240.00/year Services (Annually API including the 10-digit long code. (up to 500 SR Recurring) sessions and 1,000 SR open/close updates) Recurring pricing is tiered by usage in accordance with the table below. Sessions are inbound requests such as service requests and queries. SR updates triggered by CSR are shown as SR open/close. SR Sessions SR open/close Monthly 500 1,000 $3,020.00 1,000 5,000 $4,092.00 1,500 10,000 $4,979.00 2,000 20,000 $6,225.00 Professional Review the list of SR's with the City and applicable $106,970.00 Services (One -Time codes Items) Update the intents dictionary to include SR's and terms associated with the SR's Upload the SR workflow with flex questions and List of Values Interface & networking to Motorola Premier CSR QA and customer acceptance testing in test tier Deploy upgrades to production Project management and support Optional Optional services for the City of Fort Worth $7,000.00 Professional Services (One -Time • Optional SR opt-in/out service for SR updates Items) (open/close) Motorola Solutions Confidential Proprietary Page 4 Exhibit B-4 MOTOROLA SOLUTIONS CSR PROFESSIONAL SERVICES PROPOSAL MOTOROLA SOLUTIONS CSR PROFESSIONAL SERVICES PROPOSAL: City of Fort Worth Department of Communications & Public Engagement May 16, 2023 Data Restrictions This proposal is considered Motorola Solutions confidential and restricted. The proposal is submitted with the restriction that it is to be used for evaluation purposes only, and is not to be disclosed publicly or in any manner to anyone other than those employed by the City of Fort Worth required to evaluate this proposal without the express permission of Motorola Solutions, Inc. This proposal is valid until August 16, 2023 MOTOROLA SOLUTIONS, MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola Solutions, Inc. 2023. Motorola Solutions Confidential Proprietary Page 1 OTOJ4LA SOLUTJONS CSR PROFESSIONAL SERVICES PROPOSAL CSR Professional Services Proposal May 16, 2023 Sharon Gamble Customer Service Administrator Department of Communication and Public Engagement City of Fort Worth 4100 Columbus Trail Fort Worth, TX 76133 Subject: CSR Professional Services Proposal. Proposal # PSVCFW05162023-PS Motorola Solutions is pleased to present the City of Fort Worth with the following proposal for CSR professional services to provide services like, but not limited to expanding the solution, configuration services, integration services, training, etc. The City of Fort Worth and Motorola Solutions will develop and agree to a statement of work for any services requested to determine the level of effort, timing and costs associated prior to the start of any services. Please review the proposal and contact me if you have any questions. I can be reached at 404- 402-6078 or k.leverett(&motorolasolutions.com Sincerely, Kenny Leverett National Sales Director, Public Service Motorola Solutions, Inc. Motorola Solutions Confidential Proprietary Page 2 A+lOTOJ4LA SOLUTJONS CSR PROFESSIONAL SERVICES PROPOSAL CSR Professional Services Pricing Description Price Professional Services Motorola Solutions to provide two -hundred (200) $45,000.00 professional service hours to the City of Fort Worth for expanding the PremierOne CSR cloud solution. The services may include, but are not limited to the following areas: • Configuration services for service requests, knowledge base, Citizen Web Portal, etc. • Report creation. • Integration services to interface to other City systems. • Training services. • Implementation of Service Offerings. • Expanding the CSR solution. Motorola Solutions Confidential Proprietary Page 3 Official site of the City of Fort Worth, Texas ACITY COUNCIL AGEND FORTH Create New From This M&C REFERENCE **M&C 23- 04MOTOROLA CRM CSR TEXT DATE: 9/26/2023 NO.: 0789 LOG NAME: CLOUD AND PROFESSIONAL SERVICES CODE: C TYPE: CONSENT PUBLIC NO HEARING: SUBJECT: (ALL) Authorize an Amendment to City Secretary Contract Number No. 48499 with Motorola Solutions, Inc. to Increase the Current Annual Contract Amount of $354,704.00 by Adding Customer Service Request Text Cloud Services in the Amount of $195,210.00 for a New Annual Contract Amount of $549,914.00 for the Information Technology Solutions Department RECOMMENDATION: It is recommended that the City Council authorize an amendment to City Secretary Contract Number No. 48499 with Motorola Solutions, Inc. to increase the current annual contract amount of $354,704.00 by adding Customer Service Request Text Cloud Services in the amount of $195,210.00 for a new annual contract amount of $549,914.00 for the Information Technology Solutions Department DISCUSSION: On December 13, 2016, City Council approved Mayor and Council Communication (M&C) P-11983 for an enterprise solution to transform the manner in which the City of Fort Worth interacts with its residents, businesses, visitors and the community at large. The Customer Relationship Management (MyFW) system, Motorola's PremierOne CSR hosted solution, has enhanced the efficiency through multiple communications channels and provides a common point of origin for city services. The annual amount for maintenance was $322,704.00 for the first five years. On December 14, 2021, City Council approved M&C 21-0939 authorizing Amendment No. 2 to City Secretary Contract (CSC) 48499 with Motorola Solutions, Inc. for four (4) one-year renewal options in the annual amount of $322,704.00. On January 31, 2023, the City executed CSC 48499 Amendment No. 3 to add annual cloud services for the hosting and support of 17 additional CSR Mobile Applications in the amount of $25,500.00 and bringing the annual total to $348,204.00. On February 10, 2023, the City executed CSC 48499 Amendment No. 4 to add PremierOne CSR Citizen Mobile Applications Blurring of Faces Annual Cloud Services in the amount of $6,500.00 for an annual total of $354,704.00. With this M&C, staff requests that the City Council authorize an additional amendment to CSC 48499 to include professional services for PremierOne Customer Service Request (CSR) expansion and CSR Text Cloud Services annual subscription. The new CSR Text Cloud Services will provide an interactive SMS text message capability for the residents of Fort Worth to create and assist with service request intake that is integrated with Motorola PremierOne CSR using the Open311 interface. Upon Council approval of this M&C, CSC 48499 will be amended to include one-time costs for professional services in the amount of $106,970.00 to implement the CSR Text Cloud Services, one- time costs for professional services in the amount of $45,000.00 to expand the PremierOne CSR cloud solution, one-time costs for professional services in the amount of $7,000.00 to set up opting in or out of service request updates, and $36,240.00 for the annual CSR Text Cloud Services totaling $195,210.00. The total annual contract amount is $549,914.00. $158,970.00 Professional Services $ 36,240.00 Text Cloud Subscription $322,704.00 Annual Maintenance $ 25,500.00 Amendment 3 $ 6,500.00 Amendment 4 $549,914.00 Funding is budgeted for the Communication & Public Engagement department in the General Fund and in the Information Technology Solution Department's General Gas Lease Capital Project Fund for the purpose of funding the Customer Rel Management (CRM) System project, as appropriated. DVIN: A waiver of the goal for Business Equity subcontracting requirements was requested, and approved by DVIN, in accordance with the applicable Ordinance, because the waiver request for the purchase of goods or services is from sources where subcontracting or supplier opportunities are negligible. ADMINISTRATIVE CHANGE ORDER: An administrative change order or increase may be made by the City Manager up to the amount allowed by relevant law and the Fort Worth City Code and does not require specific City Council approval as long as sufficient funds have been appropriated. AGREEMENT TERMS — Upon City Council's approval, the existing agreement will be amended to include Customer Service Request Text Cloud services and renewed in accordance with CSC 48499- A2 with the final renewal expiring December 13, 2025. RENEWAL OPTIONS —After expiration of the first renewal term on December 13, 2023, the agreement may be renewed for up to two remaining additional one-year terms at the City's option. This action does not require specific City Council approval provided that the City Council has appropriated sufficient funds to satisfy the City's obligations during the renewal term. FISCAL INFORMATION/CERTIFICATION: The Director of Finance certifies that funds will be available in the current capital budget, as appropriated, in the General Gas Lease Capital Prj Fund for the Customer Rel Mgmt (CRM) System project and in the current operating budget in the General Fund to support the approval of the above recommendation and execution of the amendment. Prior to an expenditure being incurred, the Information Technology Solutions and Communication & Public Engagement Departments have the responsibility to validate the availability of funds. TO Fund Department Account Project Program Activity Budget I Reference # Amount ID ID I I Year I (Chartfield 2) FROM Fund Department Account Project I Program I Activity I Budget I Reference # Amount ID ID Year I (Chartfield 2) Submitted for City Manager's Office by: Valerie Washington (6192) Originating Department Head: Kevin Gunn (2015) Additional Information Contact: Mark DeBoer (8598) ATTACHMENTS 04MOTOROLA CRM CSR TEXT CLOUD AND PROFESSIONAL SERVICES funds availabilitv.ndf (CFW Internal) 2023-03-28 Waiver 48499 Motorola CRM.ndf (CFW Internal) FID Table Motorola CRM attached to M&C.XLSX (CFW Internal) Form 1295 Certificate 100998578.ndf (CFW Internal)