Title
Customer Information System Support Services (B)
Staff recommends amending the contract with Deloitte Consulting LLP for additional SAP applications support services for the recently implemented Customer Information System (CIS).
Explanation
On August 22, 2005, the City Commission approved a contract with Deloitte to implement a new CIS based on an SAP software solution. The system was successfully implemented in April 2007. While great progress has been made to integrate GRU business processes, provide training to over 250 users, complete monthly billings and respond to many customer inquiries, we are still experiencing technical and functional issues that must be addressed in a timely manner. Some of these items are covered under the existing contract with Deloitte, which is due to expire at the end of August, but others are not covered under the existing contract. These items include things like system enhancements and change requests that will help us improve customer service and billing capabilities. For example when we cancel a bill and issue a new bill, the calculation which displays on an itemized bill is confusing to the customer. This has resulted in many calls to our customer service office and we would like to correct these type issues to help improve customer service. These type corrections require software changes and our internal IT staff is not yet experienced enough with SAP to make these changes without assistance from Deloitte Staff is recommending that an additional statement of work be negotiated with Deloitte to help make these necessary changes, provide additional training and ensure that we are fully able to support the new system.
Recommendations
The City Commission: 1) authorize the General Manager, or her designee, to negotiate and execute an amendment to the contract with Deloitte Consulting LLP (Deloitte) for support services for the newly implemented CIS, subject to the approval of the City Attorney as to form and...
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