04-12-2021 BPU RPT 07 - Laserfiche WebLink

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RIVERSIDE PUBLIC UTILITIES Board Memorandum BOARD OF PUBLIC UTILITIES DATE: APRIL 12, 2021 SUBJECT: VOICE OVER IP TELECOMMUNICATIONS SYSTEM UPGRADE WITH A PUBLIC UTILITIES CONTRIBUTION AMOUNT OF $133,467 ISSUE: Consider approval of an expenditure in the amount of $133,467 for the Riverside Public Utilities portion of the purchase of professional services, licenses, software, and year-one of maintenance for the citywide Voice Over IP Telecommunications System Upgrade, with a total project cost of $500,818. RECOMMENDATION: That the Board of Public Utilities approve an expenditure in the amount of $133,467 for the Riverside Public Utilities portion of the purchase of professional services, licenses, software, and year-one of maintenance for the citywide Voice Over IP Telecommunications System Upgrade, with a total project cost of $500,818. BACKGROUND: In March 2012, the City Council approved the purchase of the Avaya Voice Over IP (VoIP) and Call Center solutions, including a five-year service agreement. The City chose a VoIP system to be able to , thus allowing both phone and data capabilities over the same medium. This minimizes the need for additional cabling and other components. The VoIP system also provides call routing features that allow for better call flow options, improving the customer call experience. Initial Purchase In January 2012 the City issued a Request for Proposal (RFP) for a VoIP phone solution to replace 10 City employees selected the Avaya solution from eight different respondents to the RFP and City Council approved the purchase on March 27, 2012. The initial purchase of the system included a five-year service agreement that provided the City with the capability to call for advanced assistance and support when the system is not working properly. The agreement also provided real time monitoring and notifications in the event of