SUBJECT:
title
Approval of a resolution authorizing the President & CEO, or her designee, to finalize and execute a contract with the Texas Department of Information Resources, to renew Salesforce Service Cloud Licensing, for a term of one (1) year, in a total amount not to exceed $500,305.
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FISCAL IMPACT:
Funding for this action is available in the FY2026 Operating Budget.
STRATEGIC PLAN:
Strategic Goal Alignment:
☒ 1. Customer ☐ 2. Community
☐ 3. Workforce ☐ 4. Organizational Effectiveness
EXPLANATION OF STRATEGIC ALIGNMENT: Salesforce Service Cloud supports CapMetro’s customer experience strategy by providing a centralized platform for managing rider inquiries, complaints, and service requests. The system enables Customer Care representatives to efficiently track, respond to, and resolve customer issues across multiple channels, improving service responsiveness and accountability.
The platform also improves organizational effectiveness by consolidating customer interaction data into a single system of record, enabling analytics, reporting, and operational insights that support continuous improvement in service delivery.
BUSINESS CASE: Salesforce Service Cloud is the primary platform used by CapMetro’s Customer Care team to manage customer inquiries, complaints, and service requests related to transit operations. This annual renewal ensures continued access to the agency’s centralized customer service platform, which enables staff to track, manage, and resolve rider cases submitted through phone, web, and other communication channels.
As part of this renewal, CapMetro reviewed system utilization and optimized license allocations, reducing the number of Service Cloud user licenses from 200 to 140. This right-sizing effort aligns system capacity with actual operational needs while maintaining full support for Customer Care operations. Renewing the platform ensures continuity of service, preserves integrations with operational systems, and supports the agency’s ability to monitor and improve customer service performance.
COMMITTEE RECOMMENDATION: The item will be presented to the full board on April 20, 2026.
EXECUTIVE SUMMARY: Salesforce Service Cloud is CapMetro’s primary platform for managing customer inquiries, complaints, and service requests submitted through phone, web, and other communication channels. This contract renewal includes an optimization of user licenses to better align with operational needs and control costs, ensuring uninterrupted operation of CapMetro’s customer service platform and supports the agency’s commitment to responsive and effective customer service.
SBE PARTICIPATION: A 0% SBE goal was assigned to this procurement, which did not include subcontract opportunities.
PROCUREMENT: CapMetro will utilize the Texas Department of Information Resources (DIR) Interlocal Contract No. DIR-SS-ILC0030 held by DIR and CapMetro for Shared Technology Services to renew Salesforce Service Cloud Licensing for a term of one (1) year.
DIR awarded contracts are made available for use by CapMetro via Title 7, Intergovernmental Relations Chapter 791, Interlocal Cooperation Contracts and The Texas Interlocal Cooperation Act. Purchases made using DIR contracts satisfy otherwise applicable competitive bidding requirements. Texas Government Code, Section 2054.0565 (b) states that DIR Contracts meet competitive requirements for all governmental entities.
The total not to exceed amount of DIR’s Shared Technology Service for a one (1) year renewal of Salesforce Service Cloud Licensing including DIR fees is as follows:
|
Description |
Not To Exceed |
|
Salesforce Service Cloud Licensing Renewal |
$500,305. |
RESPONSIBLE DEPARTMENT: Information Technology
body
RESOLUTION
OF THE
CAPITAL METROPOLITAN TRANSPORTATION AUTHORITY
BOARD OF DIRECTORS
STATE OF TEXAS
COUNTY OF TRAVIS
AI-2026-1792
WHEREAS, the Capital Metropolitan Transportation Authority Board of Directors and CapMetro Management endeavor to continue support of a Customer Relationship Management System.
NOW, THEREFORE, BE IT RESOLVED by the Capital Metropolitan Transportation Authority Board of Directors that the President & CEO, or her designee, is authorized to finalize and execute a contract with the Texas Department of Information Resources, to renew Salesforce Service Cloud Licensing, for a term of one (1) year, in a total amount not to exceed $500,305.
____________________ Date: ____________________
Secretary of the Board
Becki Ross