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1 RESOLUTION NO. 19044 <br /> 2 A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF <br /> RIVERSIDE, CALIFORNIA, WAIVING THE FORMAL <br /> 3 BIDDING REQUIREMENTS OF RESOLUTION NO. 17788 <br /> WITH RESPECT TO CONTRACTING WITH ERICSSON INC., <br /> 4 BUSINESS SYSTEMS DIVISION, FOR NEW TELEPHONES, <br /> TELEPHONE SYSTEM AND AUTOMATED CALL <br /> 5 DISTRIBUTION HARDWARE, SOFTWARE AND YEARLY <br /> MAINTENANCE FOR THE CUSTOMER SERVICE DIVISION <br /> 6 OF THE PUBLIC UTILITIES DEPARTMENT. <br /> 7 WHEREAS the Customer Service Division of the Public <br /> 8 Utilities Department has identified the need for replacement of <br /> 9 its telephones, telephone system, and automated call distribution <br /> 10 hardware and software; and <br /> 11 WHEREAS the Customer Service Division is the communication <br /> 12 hub for the City's electric, water, refuse and sewer services; and <br /> 13 WHEREAS customers call on a variety of issues relating to <br /> 14 turn-on and turn-off of residential and business service, transfer <br /> 15 of service, billing inquires, meter access, credit and collection <br /> 16 information, and power outages; and <br /> 17 WHEREAS over 256,000 telephone calls were received on this <br /> 18 system during fiscal year 1995-96 and growth in the telephone call <br /> 19 volume has caused the current Automated Call Distribution (ACD) <br /> 20 System to reach full capacity; and <br /> 21 WHEREAS the current system is over nine years old, has <br /> 22 become unstable to the point where it has experienced several <br /> 23 outages for prolonged periods due to difficulty locating repair <br /> 24 parts, and is no longer manufactured with replacement parts being <br /> 25 discontinued; and <br /> 26 WHEREAS the current system does not have an automated <br /> 27 attendant or Voice Response Unit (VRU), nor the ability to improve <br /> <br />Attorney's Office <br />Street <br />CA 92522 <br />782-5567 F:/WPDATAkRES ~ 97026201. BP <br /> <br /> <br />