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 arrangement. The CCS support staff will have senior level guidance and knowledge transfer which will lend to the reduction of outstanding CCS issues and enhancements. The staff will be able to gain a self sufficiency level needed to support the organization on CCS. In addition, the support services will help bridge a support gap during the training and education period of new hires.
Change orders were processed within the 10% tolerance amount for additional support services which extended the service through October 31, 2008. An additional change order for $23,200 was initiated to cover services through November 30, 2008 to ensure the continuation of these required services while staff assessed future support needs, explored and weighed all options. This change order was necessary to allow staff to examine support issues comprehensively prior to making any solution recommendation and will be reported on the November purchase report. Additional expenditures are requested to gain a senior level of CCS support services in a not to exceed amount of $301,000 and will extend the term of the amendment through October 2009. These expenditures were included in the fiscal year 2009 budget.
Recommendations
The City Commission authorize the General Manager, or his designee, to execute a change order to the amendment for support services for the Customer Care System in an amount not to exceed $301,000 (new not to exceed amount $1,262,584), subject to the approval of the City Attorney as to form and legality.
Fiscal Note
Funds for this effort have been included in the FY 2009 and the proposed FY 2010 budget.
Drafter
Prepared by Jennifer L. Hunt, Chief Financial Officer
Submitted by Robert E. Hunzinger, General Manager