TITLE
Recommendation to adopt resolution authorizing City Manager to execute a contract and any amendments thereto with Oracle America, Inc., of Redwood Shores, CA, for the purchase, maintenance, and licensing for the User Productivity Kit software in an amount not to exceed $106,140; and
Authorize City Manager to execute all documents necessary to amend Contract No. 32941 with Ernst & Young, LLP, of Secaucus, NJ, for technical support and integration of the Online Performance Support System as part of the City's Utility Customer Information System in an amount not to exceed $105,120. (Citywide)
DISCUSSION
City Council approval is requested to enter into a contract with Oracle America, Inc., for software acquisition and maintenance, and to amend the managed services contract with Ernst & Young, LLP (EY). On July 5,2011, following a request for proposals process, the City Council approved implementation of a new Customer Information System (CIS) to replace the 32 year-old utility billing system. Oracle America, Inc. (Oracle), was selected as the preferred software vendor and the City purchased its Customer Care and Billing (CC&B) and Mobile Workforce Management (MWM) programs. These programs were selected because of their ability to integrate customer accounts, billing, and service field activities into one system. The City went live with CIS in November 2013.
Since going live with CIS, staff has worked to refine the system's multiple features. It is typical that large software programs such as these are very flexible and allow customization to meet different operational needs. For Long Beach, significant modifications were necessary to accommodate the functional requirements of Gas, Refuse, and Water. While the CIS configuration is supporting the utilities' business requirements, it has created the need for specialized training to take full advantage of new system functionality.
Oracle provides a companion software program to the City's CIS called the User Productivity Kit (UPK). This program is unique in its ability to work with CC&B to provide user support. It is an easy-to-use comprehensive content development, deployment, and maintenance platform for increasing user productivity. Oracle UPK works similar to the "help" tool you find in Microsoft Office, showing the user where to find information or how to complete certain tasks. It also includes training tools that will test the user on certain system functions, providing feedback on areas that may require further study. UPK is configurable to align with our business processes and can also be used to support nonOracle programs.
Because UPK is a unique feature only available from Oracle, no useful purpose would be served by advertising for bids or seeking proposals for furnishing the program and to do so would constitute an idle and useless act and an unnecessary expenditure of public funds.
To assist with the UPK implementation, staff is requesting approval to engage EY in a technical services contract. EY is currently under contract to provide ongoing system maintenance for the City's CIS and is most familiar with its customization. The proposed technical services scope engages EY in optimizing and documenting the business processes related to customer service, billing, credit and collections, field operations, and meters; and, integration of UPK into the Online Performance Support System (Le., CIS help directory).
This matter was reviewed by Deputy City Attorney Amy Webber on October 10, 2014 and by Budget Management Officer Victoria Bell on October 7,2014.
TIMING CONSIDERATIONS
City Council action is requested on October 21, 2014 in order to purchase the User Productivity Kit software and the technical support and integration of the Online Performance Support System as part of the City's utility Customer Information System.
FISCAL IMPACT
The combined cost of the two contracts for the full UPK implementation is $211 ,260, which includes $19,140 for the first year of ongoing Oracle maintenance and support. The cost to purchase and install the Oracle UPK program will be paid from funding previously appropriated for the CIS project, which is allocated across the four utility operations (gas, water, sewer, and refuse). The cost of future Oracle maintenance and support is estimated at $19,140 per year. Sufficient funding is budgeted in the General Services Fund (IS 385) in the Department of Technology and Innovation (TI). There is no local jobs impact associated with the recommended action.
SUGGESTED ACTION
Approve recommendation.
BODY
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Respectfully Submitted,
CHRISTOPHER J. GARNER
DIRECTOR OF LONG BEACH GAS AND OIL
CHRIS WILDING
INTERIM DIRECTOR OF TECHNOLOGY AND INNOVATION
APPROVED:
PATRICK H. WEST
CITY MANAGER