COUNTY OF SAN MATEO

Inter-Departmental Correspondence

Human Services Agency

DATE:

April 1, 2005

BOARD MEETING DATE:

April 12, 2005

SPECIAL NOTICE/HEARING

None

VOTE REQUIRED

Majority

TO:

Honorable Board of Supervisors

FROM:

Maureen Borland, Director, Human Services Agency

Clarisa Simon-Soriano, Acting Director of Automation

SUBJECT:

First Amendment to the Agreement with Syntellect, Inc.

RECOMMENDATION:

Adopt a Resolution authorizing the execution of a First Amendment to the Agreement with Syntellect, Inc. increasing the amount by $17,840, for a total obligation of $228,840, and extending the term from April 6, 2005 to June 30, 2005.

VISION ALIGNMENT:

Commitment: Responsive, effective and collaborative government

Goal 21: County employees understand, support and integrate the County vision and goals into their delivery of services.

This Agreement contributes to this commitment and goal since it will aid in providing faster services to a greater number of Medi-Cal families by analyzing worker response to the client and modifying any discrepancies to information dissemination.

PERFORMANCE MEASURES:

Measure

FY 2004-05

FY 2004-05

Projected

Percentage of professional services completed on schedule

N/A

100%

BACKGROUND:

The original Agreement with Syntellect, Inc. provided for the following: (1) Vista Software (2) Professional Services, and (3) Maintenance Support. Vista software is built on an open, scalable, standards-based framework to form a unified foundation for many different types of enterprise interactions. The Vista framework supports inbound and outbound telephone (touchtone, voice, and fax) host, and web transactions. The framework provides extensive interface capability and reporting options as well as a standard set of application development, administration and management tools.

What this means is that the recipients of MediCal and/or Food Stamps can call into the Human Service Agency’s Health Insurance TeleCenter and, by selecting specific options on their touchtone telephone keypad, be routed to the appropriate Benefits Analyst for any Program related issues. Additionally, this project prepares the County Of San Mateo HSA-HIT to automate this process further by programming additional functionality into the Vista framework, which can enable constituents to receive specific benefits and/or information relating to their case.

DISCUSSION:

The First Amendment to the Agreement is to provide for adding a custom survey application to the Vista Interactive Voice Response (IVR) that will be used for only those callers who have interaction with a Customer Service Representative (CSR).

This survey will allow users to offer advice, suggestions and issue complaints, if necessary, upon completion of their telephone contact with the MediCal and Food Stamps Benefits Analysts. The feedback from these surveys will enable the HSA-HIT to better serve their constituents by improving service through monitoring and customer service training where needed.

ISD has reviewed and concurs with this First Amendment, and County Counsel has reviewed and approved this Amendment as to form.

FISCAL IMPACT:

This First Amendment with Syntellect, Inc. increases the amount by $17,840, for a total obligation of $228,840, and extends the term for three months. The cost includes $10,287 for the survey and $7,553 for product taxes owing on the original agreement amount of $211,000. The new term is January 6, 2004 to June 30, 2005. Funding is from state and federal revenue and is included in the Adopted Budget for Fiscal Year 2004-05.