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HomeMy WebLinkAbout048499-A11 - General - Contract - Motorola Solutions, Inc.CSC No. 48499-A11 ELEVENTH AMENDMENT TO FORT WORTH CITY SECRETARY CONTRACT NO. 48499 This Eleventh Amendment to Fort Worth City Secretary Contract No. 48499 ("Eleventh Amendment") is made between the City of Fort Worth ("City,") a Texas home rule municipality, and Motorola Solutions, Inc. ("Vendor,") a Delaware corporation. City and Vendor are each individually referred to herein as a "parry" and collectively referred to as the "parties." WHEREAS, City and Vendor entered into an Agreement identified as City Secretary Contract No. 48499 beginning December 23, 2016 (the "Agreement") to provide Motorola PremierOne CSR Software; and WHEREAS, it is the collective desire of the parties to amend the Agreement to include Exhibit B-7, Motorola Solutions MyFW Text Spanish Proposal. NOW THEREFORE, known by all these present, the Parties, acting herein by and through their duly authorized representatives, agree to the following terms, which amend the Agreement as follows: I. AMENDMENTS 1. The Agreement is hereby amended to include Exhibit B-7, Motorola Solutions MyFW Text Spanish Proposal, attached hereto this Eleventh Amendment. Implementation of the MyFW Text Spanish services will be in an initial amount of $42,750.00 with recurring annual costs of $5,600.00. 2. The annual amount of the Agreement will remain unchanged. II. MISCELLANEOUS All other terms, provisions, conditions, covenants and recitals of the Agreement not expressly amended herein shall remain in full force and effect. [Signature Page Follows] OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX Eleventh Amendment to Fort Worth City Secretary Contract No. 48499 Pagel of 3 [Executed effective as of the date signed by the Assistant City Manager below.] / [ACCEPTED AND AGREED:] City: Motorola Solutions, Inc. AWK- l&-- By: Dianna Giordano (Aug 17, 2026 11:08:06 CDT) By: Name: Dianna Giordano Name: Title: Assistant City Manager Title: Date: 08/17/2026 A-kIW - Aneesh Shah Director, SaaS Sales Date: 8/10/26 CITY OF FORT WORTH INTERNAL ROUTING PROCESS: Approval Recommended: By: Name Title: Kevin Gunn Director, IT Solutions Approved as to Form and Legality: Calv(ace'agGiara By: Candace Pagliara (Aug T7, 2026 06:56:28 CDT) Name: Candace Pagliara Title: Sr. Assistant City Attorney Contract Authorization: M&C: 26-0003 Approval Date: 01/13/2026 Form 1295: N/A 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 (Aug 10, 2026 14:46:40 CDT) Name: Steven Vandever Title: Sr. IT Solutions Manager City Secretary: op dP� oA tOadA PVS ==d oaa4n�.4g4 By: Name: Jannette Goodall Title: City Secretary OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX Eleventh Amendment to Fort Worth City Secretary Contract No. 48499 Page 2 of 3 Exhibit B-7 Motorola Solutions MyFW Text Spanish Proposal (Attached) Eleventh Amendment to Fort Worth City Secretary Contract No. 48499 Page 3 of 3 © MOTOROLA SOLUTIONS MyFW Text Spanish PROPOSAL 2A ] MOTOROLA SOLUTIONS MYF ' TEXT SPANISH PROPOSAL: City of Fort Worth Department of Communications & Public Engagement April 9, 2026 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 June 9, 2026. 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. V Motorola Solutions, Inc. 2026. Motorola Solutions Confidential Proprietary Page 1 © MOTOROLA SOLUTIONS MyFW Text Spanish Pxorosai. MyFW Text Informational Conversational Assistant Proposal April 9, 2026 Sharon Gamble Customer Service Administrator Department of Communication and Public Engagement City of Fort Worth 4100 Columbus Trail Fort Worth, TX 76133 Subject: MyFW Text Spanish Proposal. Proposal # PSVCFW04092026 Motorola is pleased to present the City of Fort Worth with the following proposal for professional services to implement Spanish language support for the MyFW Text Informational Conversational Assistant. The City of Fort Worth has requested Spanish language support for service requests to complement existing English capabilities. Upon receipt of a Spanish language SMS text message, the MyFW Text system will detect the language and return responses in Spanish. Language detection and translation of inbound SMS text messages will be added and language models will be applied on existing XML templates and will be integrated into a Spanish language response to the user depending upon the workflow. Spanish language models will be applied to text bounce backs such as invalid responses. This includes automated bounce -back messages. Messages received in languages other than English or Spanish will receive an invalid bounce -back message in English. Deliverables • API Translation Integration: Configure the application to consume and apply the Spanish translations for SR Types, flex notes, and list values that are already present in the Open311 API XML payload. • System Messaging: Code and configure all automated conversational elements in Spanish, specifically including bounce -back and fallback messages. • Al Model Training: Train the application's Al models to accurately process, parse, and triage inbound natural language service requests submitted in Spanish. • Quality Assurance: Project includes comprehensive quality assurance, testing, and program management. Motorola Solutions Confidential Proprietary Page 2 © MOTOROLA SOLUTIONS MyFW Text Spanish Pxorosai. Assumptions • Translation Availability: All Service Requests (SRs) must be configured in CSR for the Open311 API in the English SR Control Panel with Spanish translations added in the Translation Admin Interface. An SR must be enabled for English in order to be set up for Spanish; there are no configuration options to support Spanish -only SRs. • Unified SR Codes: Spanish requests will map to the existing English SR Type codes (e.g., ACTEANCR) rather than requiring the city to build separate Spanish -specific SR codes in their CRM. 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 714-264-3292 or aneesh.shahkmotorolasolutions.com Sincerely, 14aklIV—_ Aneesh Shah Director, Command Center SaaS Sales and Business Intelligence Motorola Solutions, Inc. Motorola Solutions Confidential Proprietary Page 3 © MOTOROLA SOLUTIONS MyFW Text Spanish Pxorosai. MyFW Text Spanish Pricing Description I Price MyFW Text Spanish Incremental Annual Services for MyFW Spanish $5,600.00/year Services (Annually hosting services. Recurring) Billing will begin at the January 2027 renewal. Professional One-time professional services to implement the $42,750.00 Services (One -Time MyFW Text Informational Conversational Items) Assistant. • API Translation Integration: Configure the application to consume and apply the Spanish translations for SR Types, flex notes, and list values that are already present in the Open311 API XML payload. • System Messaging: Code and configure all automated conversational elements in Spanish, specifically including bounce -back and fallback messages. • Al Model Training: Train the application's Al models to accurately process, parse, and triage inbound natural language service requests submitted in Spanish. • Quality Assurance: Project includes comprehensive quality assurance, testing, and program management. Motorola Solutions Confidential Proprietary Page 4 ACITY COUNCIL AGEND Create New From This M&C FoR�rH REFERENCE **M&C 26- 04AMEND MOTOROLA DATE: 1/13/2026 NO.: 0003 LOG NAME: CONTRACT FOR PREMIERONE CRM SYSTEM CODE: C TYPE: CONSENT PUBLIC NO HEARING: SUBJECT. (ALL) Authorize Execution of Amendment to Agreement with Motorola Solutions, Inc., to Add Ten (10) One -Year Renewal Options for the Motorola Customer Relationship Management Solution in an Initial Annual Amount Up to $761,145.00, with a Five Percent Annual Increase for the Information Technology Solutions and Communications & Public Engagement Departments RECOMMENDATION: It is recommended that the City Council authorize the execution of an amendment to City Secretary Contract No. 48499 with Motorola Solutions, Inc., to add ten (10) one-year renewal options for the Motorola Customer Relationship Management Solutions in an annual amount up to $761,145.00, with a five percent annual increase for the Information Technology Solutions and Communications & Public Engagement Departments. DISCUSSION: On December 13, 2016, Mayor and Council Communication (M&C) P-11983 authorized the execution of City Secretary Contract (CSC) No. 48499 in response to Request for Proposals (RFP) No. 16-0199. CSC No. 48499 was executed with Motorola Solutions, Inc. for an initial term of five (5) years with four (4) one-year renewal options, with a total amended annual not to exceed amount of $649,914.00. RFP 16-0199 was issued for a Customer Relationship Management (CRM) Solution which would be implemented in a phased approach with specific departments identified for the initial stages. The project aimed to restructure business processes and integrate knowledge base, geo-mapping, customer work orders and other systems into a more streamlined and effective manner. On December 14, 2021, M&C 21-0939 authorized the execution of an amendment to CSC No. 48499 to formally add the four (4) renewal options and to authorize one-time expenditures for phase three of department implementation and increase the annual recurring costs to allow for the purchase of additional licenses, maintenance, and related services. On September 26, 2023, M&C 23-0789 authorized the execution of an amendment to CSC No. 48499 to increase the recurring annual costs of the agreement to include the Customer Service Request (CSR) Text Cloud Services into the existing PremierOne subscription. This M&C requests authorization to amend CSC No. 48499 to add ten (10) one-year renewal options in the amount of $761,145.00, with a 5\% annual increase to allow for continued use of the Motorola PremierOne CRM Solution. This system serves as the City's primary CRM system, also referred to as MyFW. The public -facing platform integrates communication channels to streamline City services and connects directly to the internal -facing dispatch system, allowing departments to receive and respond to resident and visitor requests which are dispatched by City Call Center staff. The platform supports reporting for Code Enforcement, street repairs, stormwater, traffic signals, non -emergency police issues, and more. It also provides a simple way for residents to request information and communicate with the Mayor and Council. Approval of this M&C will also allow for further enhancements to the existing PremierOne platform. A Chapter 252 exemption request related to this agreement was reviewed and approved by the City Attorney's Office as a sole source. Funding is budgeted in the Other Contractual Services account within the Info Technology Systems Fund for the Information Technology Solutions Department. AGREEMENT TERMS: Upon City Council approval and execution of the amendment, the current term of the agreement shall expire December 13, 2025. RENEWAL TERMS: This agreement may be renewed for ten (10) additional one-year renewal terms, with a 5\% annual increase upon the mutual written agreement of the parties. 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. 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. FISCAL INFORMATION/CERTIFICATION: The Director of Finance certifies that upon approval of the above recommendation funds are available in the current operating budget, as previously appropriated, in the Info Technology Systems Fund. Prior to an expenditure being incurred, the Information Technology Solutions and the Communications & Public Engagement Departments have the responsibility to validate the availability of funds. TO Fund Department Account Project Program Activity Budget Reference # Amount ID ID Year (Chartfield 2) d FROM Fund Department Account Project Program Activity Budget Reference # Amount ID ID Year (Chartfield 2 Submitted for City Manager's Office by_ Dianna Giordano (7783) Originating Department Head: Kevin Gunn (2015) Additional Information Contact: Mark DeBoer (8598) ATTACHMENTS FID Table - 04AMEND MOTOROLA CONTRACT FOR PREMIERONE CRM SYSTEM.xlsx (CFW Internal) Funds Available - 04AMEND MOTOROLA CONTRACT FOR PREMIERONE CRM SYSTEM.pdf (CFW Internal) FORT WORTH. City Secretary's Office Contract Routing & Transmittal Slip Contractor's Name: Motorola Solutions, Inc. Subject of the Agreement: Eleventh Amendment to CSC 48499 of Motorola Solutions, Inc. M&C Approved by the Council? * Yes 0 No ❑ If so, the M&C must be attached to the contract. Is this an Amendment to an Existing contract? Yes 0 No ❑ 48499-Al1 If so, provide the original contract number and the amendment number. Is the Contract "Permanent"? *Yes ❑ No 0 If unsure, see backpage for permanent contract listing. Is this entire contract Confidential? *Yes ❑ No 0 If only specific information is Confidential, please list what information is Confidential and the page it is located. Effective Date: If different from the approval date. Expiration Date: December 13, 2027 If applicable. Is a 1295 Form required? * Yes ❑ No ED *If so, please ensure it is attached to the approving M&C or attached to the contract. Project Number: If applicable. *Did you include a Text field on the contract to add the City Secretary Contract (CSC) number? Yes 0 No ❑ Contracts need to be routed for CSO processing in the followingorder: rder: 1. Katherine Cenicola (Approver) 2. Jannette S. Goodall (Signer) 3. Allison Tidwell (Form Filler) *Indicates the information is required and if the information is not provided, the contract will be returned to the department.