Title
Change Order for Technology Consulting Services (NB)
Staff recommends approval of a change order to the amendment to the contract with Deloitte Consulting LLP (Deloitte) for support services for the Customer Care System.
Explanation
The City Commission approved a contract to Deloitte Consulting LLP to implement a new Customer Information System on September 29, 2005. An amendment to the contract was approved by the City Commission on August 13, 2007 to provide support services for the project, now referred to as the Customer Care System (CCS) in the amount of $855,000. Required services included handling technical and functional issues such as defect analysis, knowledge transfer and implementation of system modifications and corrections. This effort was scheduled to be completed August 27, 2008. During the support period, the internal IT support staff for CCS had been not only dealing with support issues, but reporting issues as well. There were five critical reports that were identified that needed to be addressed for operational and audit issues. This additional work required some of the staff assigned solely to CCS support to be redirected to CCS reporting issues. This caused a delay in reaching the level of knowledge and experience required to fully support CCS.
The existing operational support work load of the CCS support staff is heavy which causes limited ability to address future enhancement projects and necessary system upgrades. In addition, sporadic CCS production emergencies are requiring a level of expertise that exceeds the current IT experience. At the same time, the support staff has experienced two retirements that have added additional workload during vacancies and will continue to do so until new employees are on-board and familiarized with SAP.
By retaining additional support services for CCS, several benefits will be gained. Expenditures will be less for a year long contract in comparison to a pay as you go arrange...
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