HomeMy WebLinkAboutFCS-15-154 - 2015 - Region of Waterloo Proposal Customer Relationship Management System and Related Services
REPORT TO: Committee of the Whole
DATE OF MEETING: 2015-10-26
SUBMITTED BY: Michelle Palmer-Novakovic, Director of Supply Services
519-741-2200 ext. 7214
PREPARED BY: Ryan Scott, Buyer, 519-741-2200 ext. 7216
WARD(S) INVOLVED: N/A
DATE OF REPORT: 2015-10-09
REPORT NO.: FCS-15-154
SUBJECT: Region of Waterloo Proposal P2012-02 Customer
Relationship Management System
______________________________________________________________________
RECOMMENDATION:
That the City of Kitchener piggyback on the Region of Waterloo Proposal P2012-
02 Customer Relationship Management System, with Verint Americas Inc., Laval,
Quebec, at their proposed implementation and setup prices of $301,400, plus
H.S.T. of $39,182, for a total of $340,582.
BACKGROUND:
On November 18, 2013, staff had been directed to finalize a Customer Relationship
Management (CRM) acquisition plan and determine the required costs for the
implementation of this software. The Region of Waterloo has a current contract with
Verint Americas for the provision of software licensing and installation services. As a
result, the City of Kitchener engaged in dialogue with Verint Americas Inc., through the
Region of Waterloo contract, who provided a statement of work for the implementation
and setup of the CRM software on the City network. Piggybacking on this Regional
agreement enables the City to utilize the same software as the Region. The City covers
the cost of set-up / installation while the Region covers any ongoing licensing and
maintenance costs, subject to the terms of the Regional agreement with Verint
Americas Inc, in exchange for being co-located at the Kitchener Operations Facility.
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY 1-866-969-9994 for assistance.
1.ii. - 1
REPORT:
On February 6, 2012, the Region of Waterloo issued Proposal P2012-02 Customer
Relationship Management System and subsequently awarded to Verint Americas Inc.,
as the highest scoring proposal with the most favourable overall value.
The Region of Waterloo Proposal provided for other municipal agencies within the
region to participate under their licensing model. The City of Kitchener will be
responsible for the implementation costs and the Region of Waterloo will cover all costs
associated with licensing and maintenance.
The agreement was reviewed by D. Magalhaes, Business Systems Project Manager, S.
Nickel, Manager of IT Planning and Projects, D. Murray, Director of Technology
Innovation and Service, J. Miller, Executive Director – Office of the CAO, and R. Scott,
Buyer, who concur with the above recommendation.
ALIGNMENT WITH CITY OF KITCHENER STRATEGIC PLAN:
The recommendation of this report supports the achievement of the city’s strategic
vision through the delivery of core service.
FINANCIAL IMPLICATIONS:
The net cost for this proposal (A), is fair and reasonable for a purchase of this scope
and the upset limit is within the budget allowance (B) provided within the budget.
Funding for this purchase is included within the approved capital budget. The
estimated surplus (D) will remain in the account to fund additional work required to
implement the CRM.
Financial Summary for Region of Waterloo Proposal P2012-02
Customer Relationship Management System
Estimated Cost
Proposal P2012-02costs (including HST) 340,582.00
less: HST rebate on proposal (33,877.34)
Net Cost Being Awarded 306,704.66A
Costs Incurred to Date 9,384.59
Projected Costs: Staff Time 448,500.00
Projected Costs: Hardware 66,528.00
Estimated Cost 831,117.25C
Budget for this Phase of Work 832,000.00B
Estimated Surplus/(Deficit) 882.75E
1.ii. - 2
COMMUNITY ENGAGEMENT:
INFORM – This report has been posted to the City’s website with the agenda in
advance of the council / committee meeting.
PREVIOUS CONSIDERATION OF THIS MATTER:
Report CSD-13-077, presented on November 18, 2013 to Council, with an update on
the Corporate Customer Service Strategy – Phase 2. The recommendation was that the
City acquires and implements the LAGAN CRM software through a licensing
partnership with the Region of Waterloo.
ACKNOWLEDGED BY:
Dan Chapman, Deputy CAO & City Treasurer, Finance and
Corporate Services
1.ii. - 3