Placement: Consent Agenda
Action Requested: for Motion / Vote
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Approve Amendment #2 to Contract #20200016 for QAlert CRM Knowledge Base.
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Submitted By: Nathaniel Rubel, Procurement Assistant Director, Procurement Management Division (PMD).
Strategic Plan Link: The City’s Mission to provide exceptional services.
Summary Brief (Agreements/Contracts only)
1. Prepared by: Nathaniel Rubel, Procurement Assistant Director, PMD.
2. Parties: City of Port St. Lucie and Catalis Public Works & Citizen Engagement, LLC (Catalis).
3. Purpose: To provide 1PSL Customer Relationship Management (CRM) services to the City of Port St. Lucie citizens, giving the citizens access to frequently asked questions, the ability to report problems, and provide analysis of the data to leverage resources.
4. New/Renewal/Modified: Renewal.
5. Duration: The initial term began on 10/01/2019 through 09/30/2024. Amendment #2 is to renew the Contract for three (3) additional years (retroactively) from 10/01/2024 through 09/30/2027.
6. Benefits to Port St. Lucie: The citizens will maintain access to frequently asked questions and can report problems using the 1PSL app.
7. Cost to Port St. Lucie (Annual and Potential): An additional $182,436.00 ($60,812.00/yr.) for a new Contract amount of $427,285.92.
Presentation Information: N/A.
Staff Recommendation: Move that the Council Approve Amendment #2 to Contract #20200016 for QAlert CRM Knowledge Base, pursuant to City Code of Ordinances, Section 35.08(16) (“Licensed computer software, web-based applications and maintenance for such software and applications, so long as it is part of an existing system.”). The original contract was procured via piggyback, but for reasons explained in the Issue/Analysis section below, that is not an option for extension of the Contract.
Alternate Recommendations:
1. Move that the Council amend the recommendation and approve Amendment #2 to Contract #20200016.
2. Move that the Council not approve Amendment #2 to Contract #20200006 and provide staff with direction.
Background: 1PSL has used the QAlert CRM Knowledge Base Request Management Software as a Service since 2019 to provide its citizens with access to frequently asked questions and the ability to report problems. The software also provides the additional benefit of analysis of the data collected to leverage resources.
Issues/Analysis: The City originally piggybacked off the Collier County Contract two years after the Contract began but was able to secure the initial 5-year term’s pricing. When the City’s Contract came up for renewal, adjustments to the Contract term were required to remain within the confines of the Collier County Contract renewal term. Negotiation of the renewal terms and conditions was delayed when Catalis’ customer success team was impacted by Hurricane Milton. Upon closer review of the renewal terms offered by Catalis, the pricing did not appear to reflect the Collier County Contract pricing. Due to the offset renewal term, Catalis did not offer the City the Collier County renewal pricing from two years prior. After several rounds of negotiations, Catalis offered the City the ability to lock in the rate for the final three years of the Contract at the price in the initial term plus their standard annual markup of ≈ 6.5% for an annual amount of $52,220. The factors noted above are the cause for the gap between Contract expiration and request for Council to approve the Contract renewal. The City has also added on the Request Management Enterprise Dashboard ($6,592.00/yr.) and Request Management Enterprise Survey Tool ($2,000.00/yr.) modules for a total annual amount of $60,812.00. The Request Management Dashboard provides a centralized view of all incoming requests, allowing staff to track, manage, and resolve issues efficiently. The Request Management Enterprise Survey Tool permits the City to create custom surveys to gather public feedback on specific request types. The results are stored for easy access, enabling service improvements and follow-ups with residents. Staff has reviewed the proposal and finds it acceptable.
Financial Information: Funds are appropriated in the IT Fund # 001-1320-54100. Future expenditures will be appropriated each budget year.
Special Consideration: N/A.
Location of Project: N/A.
Attachments:
1. Amendment #2 Signed.
2. Amendment #1 - Assignment and Assumption of Agreement.
3. Original Contract.
NOTE: All of the listed items in the “Attachment” section above are in the custody of the City Clerk. Any item(s) not provided in City Council packets are available upon request from the City Clerk.
Internal Reference Number: 25028-09.
Legal Sufficiency Review:
Reviewed by Alyssa Lunin, Deputy City Attorney. Approved as to Legal form and sufficiency by Richard Berrios, City Attorney.