Forwarded from General Government & Finance Advisory Board (GGAF):

Staff recommends approval of a five-year agreement with Milsoft Utility Solutions Inc for hosted cloud IVR services. Upgrading from the current Milsoft Porche IVR system to the Milsoft Hosted Cloud IVR Services resolves scaling problems and provides future additional disaster recovery capabilities for the utility outage management and IVR systems.

This request is to upgrade the existing software application to newer cloud hosted software services that provide all the same features and include the ability to scale by leveraging cloud technologies and cloud infrastructure. The ability to scale will solve problems we have seen over the past year where customers calling about outages receive busy signals and dropped calls related to existing infrastructure maximum limitations.

The current IVR system costs are $20,000 a year. The new IVR system 5 years costs would eliminate the existing system costs and the first-year cost will be prorated based on a cutover date of our choosing. All implementation fees have been waived for the conversion by the vendor as part of our support agreement. Each additional year will cost $30,600 ($2,550/month) with an estimated phone service fee of $5,000 each year. Migration to the new system, support and maintenance costs are included in the subscription fees.

The total 5-year contract cost is $178,000. ($5,000 estimated yearly phone service fee included)

Year 1              $ 35,600.00

Year 2              $ 35,600.00

Year 3              $ 35,600.00

Year 4               $ 35,600.00

Year 5               $ 35,600.00

Total:                $178,000.00

The funding is included in the 2020/21 Information Technology Budget CC0652. Staff recommends approval of this item.