TITLE
Recommendation to adopt Specifications No. RFP TI-23-202 and award a contract to i3 Milestone, LLC, of Nashville, TN, for software licenses and professional services for implementation of a Customer Self Service Web Platform (CSWP) solution, in a total contract amount not to exceed $1,749,963, inclusive of a one-time installation cost of $592,900 with a five (5) percent contingency of $29,645, for a period of two years, with the option to renew for three additional one-year periods, at the discretion of the City Manager; and, authorize City Manager, or designee, to execute all documents necessary to enter into the contract, including any necessary subsequent amendments;
Increase appropriation in the General Services Fund Group in the Technology and Innovation Department by $822,545, offset by a transfer of funds from Long Beach Utilities and the Public Works Department; and
Increase appropriation in the Refuse Fund Group in the Public Works Department by $224,802 offset by funds available to transfer to the General Services Fund Group. (Citywide)
DISCUSSION
City Council approval is requested to enter into a contract with i3 Milestone, LLC, for providing complete software licenses and professional services for the implementation of a Customer Self Service Web Platform (CSWP) solution that will meet the needs of the Long Beach Utilities Department and the Environmental Services Bureau in the Public Works Department. This contract will provide easier access for resident and business customers to pay their utilities and improve operational efficiencies.
The City of Long Beach (City) current customer self-service portal is no longer supported by the software vendor. As it was developed years ago, the software also lacks the functionality and customer experience the City’s customers have come to expect from organizations that provide goods and services. Many of the City’s customers expect a seamless, no-contact experience to perform utilities related task...
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