FROM: Colin Bishop, Chief of Member Services
SUBJECT: SBCERA Phone System and Call-Center Replacement Project
RECOMMENDATION:
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Approve and authorize the Chief Executive Officer to execute agreements for:
(1) the engagement of Dialpad for a phone system replacement, call-center services, implementation and support in the amount of $68,611;
(2) the procurement of telephone hardware from Sotel Systems in the amount of $26,050;
(3) authorization to engage Dialpad to build and integrate a custom line-of-business application in an amount not to exceed $20,000;
(4) an extension to the current service agreement with ICMI, for phone system and call-center consulting services, in an amount not to exceed $18,000; and
(5) authorization of a project contingency in an amount not to exceed $10,000.
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BACKGROUND:
Phone System Needs Assessment and Procurement Process:
Beginning early this year, SBCERA conducted a comprehensive assessment of our current phone system technology and call-center needs, and based on the results of that assessment issued a Request for Proposal (RFP) for a new phone system vendor. The assessment of our "current state" and procurement of a new vendor represent the first steps in our phone system replacement project, which was outlined in SBCERA's Triennial Strategic Plan for Fiscal Years 2020-2022. Our work on this project thus far has been led by consulting firm ICMI, after the Board of Retirement approved our partnership in February 2020.
While SBCERA's phone system has been targeted for replacement for some time, the importance of this project has been underscored by several separate system outages which disabled SBCERA's in-house phone services in late 2019 and again in July 2020. In addition to exploring a phone system solution which can withstand similar service disruptions, we are looking for a call-center product which can help improve customer service by accelerating call routing, ...
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