HomeMy WebLinkAboutAgenda Bill 3.C 09/13/2010p' L UfLr
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DATE:
TO:
FROM:
SUBJECT:
September 13, 2010
f1 ~-endcv Itewv #3.C
Honorable Mayor and.lVlembers.of the `City Council through City Manager
Sandra R. Sato; Interim Finance Director
Resolution .approving the purchase of an Eden software package to implement an
Integrated Voice Response (IVR) for Utili y Billing
RECOMMENDATION
It is i`ecommended that. the City Council adopt the attached Resolution approving the purchase of
an Eden software package to implement an Integrated Voice Response (IVR) for Utility Billing.
BACKGROUND
The City is in the process of implementing niorithly utility billing. In order to handle the
add'it-iona~l workload with a ~nlinmal increase in personnel- (one full time position was created
from two part time positions) a remittance processing .machine was obtained. Another item
needed is an IVR system to process payments and to provide automated- customer information
over the phone.
The 'Council w.~ill recall.. that at the January 4, 20 L0 and Apr'1 5, 2010 Council meetings a
presentation on the iniplernentation of'monthly billing was made and the need to utilize a pay by
phone system which provides custornet' account balances was discussed. At the time, Eden, the
City's software provider was in the process of beta testing the system in the City of Pittsburg.
The testing has been completed and Pittsburg reports that the system, known as Plum Voice, is
working successfully.
DISCUSSION
Although there; are other IV_R systerms, Plum Voice is the only IVR system which works in real
time with Eden. This will make'. it possible to post payments and immediately update accounts
swing a great' deal of time and providing better service to the customers. It will also provide
customer inforrnatian on account, balances over the phone. This will help to handle the increased
vohime of calls due to thee. doubling of the number of bills as a result. of implementation of
monthly billing.. Plum Voice is one of the Eden modules and Tyler Technologies is the sole
source for Eden software:
Agenda Review:
City Attorney Finance Director City Mana
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EINAN~CIAL IMPACTS
The total cost is $14.,000 for the software module itself and $4,200 for installation and training.
Maintenance is expected to be $7,020 annually for' a total first year cost of $25,220. These costs
will be split between the following two accounts:
Description Account Number Amount
Waste Water Fund-Customer Service-Software> $5,000 6600...66300.62240 $12,610
Water Fund-Customer Service-Software> $5,000 6700.67300.62240 $12,610
Total $25,220
ATTACHMENTS
1. Resolution
ATTACHMENT 1
RESOLUTION NO.
RESOLUTION APPROVING THE PURCHASE OF AN EDEN SOFTWARE PACKAGE
TO IMPLEMENT' IVR (INTEGRATED VOICE RESPONSE) FOR UTILITY BILLING
WHEREAS, the City has purchased a number of :modules of the Eden financial software
system from Tyler Technologies; and
WHEREAS, the IVR software will enable the City's Utility Billing Customers to pay
bills and obtain information on balances by phone with payments being immediately posted; and
WHEREAS, a phone based payment and inquiry system is necessary to facilitate
monthly billing in a cost effective manner; and
WHEREAS, the Eden IVR .Module can only be purchased from a sole source vendor
Tyler Technologies; and
WHEREAS, the total cost of the software is $25,220 including maintenance for the
current fiscal year
NOW, THEREFORE, BE IT RESOLVED by the City Council as follows:
Section 1. All of the recitals set forth above are true and correct, and this City Council
hereby so finds and determines.
Section 2: Pursuant to .Petaluma •Municipal Code Section 4.04.050, sole source
purchasing is perriitted because the IVR software is integrated with the City's current utility
billing software to provide real time accounting for payments and Eden is a proprietary software.
The City Council hereby approves the purchase of the Eden IVR software module as a sole
source from Tyler Technologies in the amount of $25,220.
Section 3. This Resolution shall take effect from and after its adoption and approval.
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