DEPARTMENT: Finance
DEPARTMENT HEAD: Troy Elliott
COUNCIL DISTRICTS IMPACTED: Citywide
SUBJECT:
Customer Relationship Management System Pilot
SUMMARY:
This ordinance will authorize the City to utilize the State of Texas Department of Information Resources (DIR) contract DIR-TSO-3149 with Carahsoft Technology Corporation (Carahsoft) for an amount of $352,932.35. Funding was previously authorized in the New Technology Project Budget for the purchase of licenses for a Customer Relationship Management system utilizing the Salesforce platform for a term of one year.
BACKGROUND INFORMATION:
Submitted for City Council consideration and action is the proposal submitted by Carahsoft to provide a licenses for a pilot Customer Relationship Management (CRM) system through the Salesforce Lightning platform.
In an effort to improve overall City information content, data management and reporting capabilities, the Information Technology Services Department (ITSD) is seeking to pilot a CRM system that will assist departments in managing their contracts and contract performance metrics after award. The piloted solution will provide departments with an automated means to track and report on key metrics related to contracts such as terms, costs, performance and other measures used to determine and evaluate types and levels of timely services being provided by vendors.
This effort aligns with the City's digital transformation initiative with a chief focus on a paperless move into the Frost (Downtown Campus) building. The Salesforce solution is a CRM software platform that allows for the automation of manual processes that include content and contract management. Additionally, the piloted solution can serve as an overlay on legacy application systems in order to allow for a more modern and user friendly system interface.
ISSUE:
Currently, there is no single solution for managing or reporting on City Contracts after they are awarded. Contracts are currentl...
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