HomeMy WebLinkAbout07 - Tele-Works Voice Response SystemCITY OF NEWPORT BEACH
CITY COUNCIL STAFF REPORT
Agenda Item No. 7
May 23, 2006
TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL
FROM: Administrative Services Department
Dennis C. Danner, Administrative Services Director, 949 - 644 -3123
ddanner @city.newport- beach.ca.us
SUBJECT: AUTHORIZATION TO HIRE TELE - WORKS, INC. TO UPGRADE
THE CITY'S VOICE RESPONSE AND NOTIFICATION SYSTEMS
AND BUDGET AMENDMENT
RECOMMENDATION:
1. Authorize the Mayor to execute a Professional Services Agreement with Tele-
Works, Inc. to upgrade the Voice Response System and Emergency
Notification System (FirstResponder) which broadcast emergency and routine
messages to the citizens of Newport Beach by phone, email, voicemail, fax,
text pager and telephone text (TTY/TTD).
2. Approve a Budget Amendment transferring $67,500 of appropriations from
Revenue Division, Salary Savings account number 0640 -7099, to Computer
Equipment, capital outlay account number 0640 -9010.
DISCUSSION:
The City first contracted with Tele -Works Inc. to develop an Interactive Voice
Response (IVR) system in February of 2001. That system is used by Building
Department's customers to record requests for applications, schedule building
inspections, check inspection results, and receive fax and /or e-mail inspection
results with the inspector's comments 24 hours a day, seven days a week by
telephone or the Internet. Utilities and Administrative Services Department
customers use the IVR system to access account information (e.g. account
balances, payment status, due dates), record customer requests for routine
service changes (e.g. start/stop service, credit card changes), record applications
(e.g. business tax, permits), record requests for applications and record
telephonic payments. The system is also used to provide automated telephonic
notifications (out calling) of account status (e.g. past due payment balances,
expired licenses), telephonic and Web access to the City's "Frequently Asked
Questions."
Tele -Works Budget Amendment
May 23, 2006
Page 2
The current version of the Tele -Works program is subject to upgrade next year.
The hardware upon which the system operates is six years old. The proposed
upgrade to the system would ensure the City's continued ability to provide the
public services the Tele -Works system has been facilitating since 2001. The
upgrade also improves the notification system that generates coordinated audio
and text emergency or non - emergency event messages over multiple
communication channels (phone, fax, e- mail). The Police, Public Works and Fire
Departments have expressed interest in the enhanced functionality of the
messaging system.
Environmental Review_:
None Required
Funding Availability:
Upon approval of the recommended Budget Amendment, sufficient funds will be
available in the following account for the project:
Account Description
Tele -Works System Upgrades
Prepared by:
Gle road
Revenue Manager
Attachments: Tele- Works, Inc. Quotation
Account Number Amount
0640 -9010 $67,500.00
Submitted by:
ennis Danner
Administrative Services Director
'_ Tele- Works, Incorporated
41 QUOTATION
` enpatl
Location (Customer): Ne.WOrt Beach
State: CA
DescdpUOn: Upgrade to eVision 5.x with Enhanced Text- t0Spe¢cll and Fratieadender
Tar luTUar of r.povrsNer.`TVO NIOW IM
Account Me nave,. Wdlia Jesder
Doe: 021132008
Quotation Number: 05813
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Unit Price
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1
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X
Enhanced Text-to- Speech Resources(Englsal
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20
S 20.000.00
Upgrade
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Page 1 of 3
Tele - Works. Im
Newport Beach CA - OuotaOon Number 05813 2 -13 .Ad
Pa9e 2 of 3
Tele-WOrks,hm,
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Pa9e 2 of 3
Tele-WOrks,hm,
Newport Beall CA -01 Mom NUmder UGR132- 13-0G..11
Page 3 of 3
Tele- WOrks, Inc.
Newport Beactr CA - Quotation Number p5813 2- 13 -M,xls
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Page 3 of 3
Tele- WOrks, Inc.
Newport Beactr CA - Quotation Number p5813 2- 13 -M,xls
Gity of Newport Beach NO. BA- 06BA -068
BUDGET AMENDMENT
2005 -06
EFFECT ON BUDGETARY FUND BALANCE:
Increase Revenue Estimates
Increase Expenditure Appropriations AND
rx I Transfer Budget.Appropriations
SOURCE:
from existing budget appropriations
from additional estimated revenues
from unappropriated Fund balance
EXPLANATION:
AMOUNT: $67,500.00
Increase in Budgetary Fund Balance
Decrease in Budgetary Fund Balance
X No effect on Budgetary Fund Balance
This budget amendment is requested to provide for the following:
To transfer expenditure appropriations from the Revenue Salary Savings account to the Revenue Computer Equipment
account for an upgrade of the Voice Response System and Emergency Notification System.
ACCOUNTING ENTRY:
BUDGETARY FUND BALANCE
Fund Account
REVENUE ESTIMATES (3601)
Fund /Division Account
EXPENDITUREAPPROPRIATIONS (3603)
Description
Description
Signed:
Financial Approval: Administrat' a Services Director
Signed: ,
Administrative Appr6al: City Manager
Signed:
Amount
Debit Credit
$67,500.00
$67,500.00
0 o6
ate
Date
City Council Approval: City Clerk Date
Description
Division
Number
0640
Revenue
Account
Number
7099
Salary Savings
Division
Number
0640
Revenue
Account
Number
9900
Computer Equipment
Division
Number
Account
Number
Division
Number
Account
Number
Division
Number
Account
Number
Signed:
Financial Approval: Administrat' a Services Director
Signed: ,
Administrative Appr6al: City Manager
Signed:
Amount
Debit Credit
$67,500.00
$67,500.00
0 o6
ate
Date
City Council Approval: City Clerk Date