SUBJECT:
title
Approval of a resolution authorizing the President & CEO, or her designee, to renew licensing and hosting services for Salesforce Service Cloud for a period of one (1) year in an amount not to exceed $442,231, under an Interlocal Contract with the State of Texas Department of Information Resources Shared Technology Services.
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FISCAL IMPACT:
Funding for this action is available in the FY2024 Operating Budget.
STRATEGIC PLAN:
Strategic Goal Alignment:
☒ 1. Customer ☐ 2. Community
☐ 3. Workforce ☐ 4. Organizational Effectiveness
Strategic Objectives:
☐ 1.1 Safe & Reliable Service ☒1.2 High Quality Customer Experience ☐ 1.3 Accessible System
☐ 2.1 Support Sustainable Regional Growth ☐ 2.2 Become a Carbon Neutral Agency
☐ 2.3 Responsive to Community and Customer Needs ☐ 2.4 Regional Leader in Transit Planning
☐ 3.1 Diversity of Staff ☐ 3.2 Employer of Choice ☐ 3.3 Expand Highly Skilled Workforce
☐ 4.1 Fiscally Responsible and Transparent ☐ 4.2 Culture of Safety ☐ 4.3 State of Good Repair
EXPLANATION OF STRATEGIC ALIGNMENT: The Salesforce Customer Relationship Management (CRM) system allows CapMetro to centrally manage customer information, better capture customer concerns and resolve their issues more quickly as well as provide customers with the latest CapMetro information at the desired time and frequency. Customers will be able to connect with Capital Metro through a single account, integrated with our various customer software applications and will be able to receive focused information aligned with their specific needs. This will allow Capital Metro to build customer service excellence by delivering innovative and continuous solutions to customer needs. This will build Capital Metro’s brand reputation as an organization that is easily reachable, listens and provides value to the community while at the same time providing customer service excellence.
BUSINESS CASE: CapMetro has implemented a Salesforce CRM system to aggregate and centralize customer information for tailored outreach and communication, provide customers with a seamless and a more personalized, satisfying experience with the CapMetro brand. Salesforce is a customer relationship management (CRM) technology designed to help CapMetro stay better connected to customers, streamline processes, and provide customers and potential customers the best customer experience possible.
COMMITTEE RECOMMENDATION: This item was presented and recommended for approval at the Operations, Planning and Safety Committee meeting on April 10, 2024.
EXECUTIVE SUMMARY: CapMetro has implemented a Salesforce CRM system that is the beginning of a customer experience program to centralize customer information and provide customers with better tools to address their needs as well as a more personalized, satisfying experience with the CapMetro brand. CapMetro procured Salesforce technology and implementation services from the State of Texas Department of Information Resources Share Technology Services and this contract award will provide another year of Salesforce software licensing, hosting, maintenance, and support
DBE/SBE PARTICIPATION: No SBE goal is assigned to this project, which is for a renewal of software licensing services that does not include subcontract opportunities.
PROCUREMENT: The Authority will utilize the Department of Information Resources (DIR) Contract No. DIR-SS-ILC0030 held by DIR for Shared Technology Services to renew Salesforce CRM Software licensing for one (1) year.
DIR awarded contracts are made available for use by Capital Metro 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 fixed price renewal amount for one (1) year of licensing is referenced below:
|
Description |
Amount |
|
DIR Shared Technology Services Salesforce Licensing and Services |
$442,230.95 |
RESPONSIBLE DEPARTMENT: Information Technology
body
RESOLUTION
OF THE
CAPITAL METROPOLITAN TRANSPORTATION AUTHORITY
BOARD OF DIRECTORS
STATE OF TEXAS
COUNTY OF TRAVIS
AI-2024-1132
WHEREAS, the Capital Metropolitan Transportation Authority Board of Directors and Capital Metro 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 renew licensing and hosting services for Salesforce Service Cloud for a period of one (1) year in an amount not to exceed $442,231, under an Interlocal Contract with the State of Texas Department of Information Resources Shared Technology Services.
____________________ Date: ____________________
Secretary of the Board
Becki Ross