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 (DIR) Interlocal Contract No. DIR-SS-ILC0030 held by DIR and CapMetro for Shared Technology Services to renew Salesforce CRM Software licensing for one (1) year for a total amount not to exceed $435,699.
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FISCAL IMPACT:
Funding for this action is available in the FY2025 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. This allows CapMetro to build customer service excellence by delivering innovative and continuous solutions for customer needs. This will build CapMetro’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 the Salesforce Service Cloud system for customer case management known as Customer Comment Reports (CCRs). CapMetro has expanded the use of the Service Cloud application and is building an expansion module for the Community Intervention Program. Additionally, the Service Cloud application has been expanded to collect expressions of interest for the CapMetro Police Department and is engaged with the transition of customer account balances from Bytemark to Umo. 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 with the best customer experience possible.
COMMITTEE RECOMMENDATION: The item was presented and recommended for approval by the Operations, Planning and Safety Committee on March 12, 2025.
EXECUTIVE SUMMARY: CapMetro has implemented the Salesforce Service Cloud system for customer case management and Data Cloud to further provide better customer knowledge toward building a customer 360 profile. CapMetro procured Salesforce technology and implementation services from the State of Texas Department of Information Resources (DIR) Share Technology Services and this contract award will provide an additional module to support CapMetro’s Enterprise Customer Relationship Management strategy.
DBE/SBE PARTICIPATION: A 0% DBE/SBE goal was assigned to this procurement, which did not include subcontract opportunities and was purchased through a cooperative purchasing agreement. This was also procured through an ILA with DIR.
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 CRM Software licensing for 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 fixed price amount under DIR’s Shared Technology Service for a one (1) year renewal is as follows:
|
Description |
Amount |
|
Salesforce Cloud Licensing and Support Renewal |
$435,698.34 |
RESPONSIBLE DEPARTMENT: Information Techno
body
RESOLUTION
OF THE
CAPITAL METROPOLITAN TRANSPORTATION AUTHORITY
BOARD OF DIRECTORS
STATE OF TEXAS
COUNTY OF TRAVIS
AI-2025-1419
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 (DIR) Interlocal Contract No. DIR-SS-ILC0030 held by DIR and CapMetro for Shared Technology Services to renew Salesforce CRM Software licensing for one (1) year for a total amount not to exceed $435,699.
____________________ Date: ____________________
Secretary of the Board
Becki Ross