SUBJECT
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Approve Amendment No. 2 to Master Agreement 21-047 with N. Harris Computer Corporation ($99,450 one-time expense and $7,875 recurring annual expense)
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DESCRIPTION
On June 1, 2021, the Board approved an agreement with N. Harris Computer Corporation ("Harris") for software support and maintenance of the Utilities Division's new customer service billing software.
On April 4, 2023, the Board approved Amendment No. 1 to clarify the reimbursement of mileage and associated travel costs incurred by Harris in its performance of the services.
The Utilities Division has requested to upgrade its current version of ServiceLink software, the mobile workforce and service order tracking software used by customer service, to the most recent version known as ServiceLink version 8. This Amendment No. 2 incorporates these updated services to the Master Agreement.
The new version contains upgrades and additional functionality not available in the current software and provides for the ability to take advantage of future enhancements currently being developed by the vendor. This upgrade will provide the latest generation interface capabilities, implements dash boards to provide real time technician productivity monitoring, introduces artificial intelligence to validate meter readings and other captured field images limiting human error inputs, and lays the groundwork for future functionality to be incorporated.
One of the future enhancements anticipated is advanced Geographic Information System and Automatic Vehicle Location capabilities allowing for real time tracking and routing of service technicians. This future enhancement will route the technicians taking into account real time traffic conditions in addition to the orders that have been assigned to the technician.
RECOMMENDATION
Request Board approve Amendment No. 2 to Master Agreement 21-047 with N. Harris Computer Corporation.
FISCAL IMPACT
Funds are available in the Utilities Division Community Investment...
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