COUNTY OF SAN MATEO

Inter-Departmental Correspondence

Human Services Agency

DATE:

June 21, 2007

BOARD MEETING DATE:

July 24, 2007

SPECIAL NOTICE/HEARING:

None

VOTE REQUIRED:

Majority

TO:

Honorable Board of Supervisors

FROM:

Beverly Beasley Johnson, J.D., Director, Human Services Agency

Clarisa Simon-Soriano, Director of Automation

SUBJECT:

Agreement with Syntellect, Inc.

RECOMMENDATION:

Adopt a Resolution:

A.

Waiving the Request for Proposal Process;

B.

Authorizing an Agreement with Syntellect, Inc. to provide software support and maintenance services for the Vista framework and professional services as needed for necessary system modifications in the amount of $126,184 for the term of August 1, 2007 through June 30, 2010, of which $18,928 is Net County Cost; and

C.

Authorizing the Director of the Human Services Agency or the Director’s designee to execute contract amendments which modify the County’s maximum fiscal obligation by no more than $25,000 (in aggregate), and/or modify the contract term and/or services so long as the modified term or services is/are within the current or revised fiscal provisions.

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.

The Agreement contributes to this commitment and goal since it will aid by providing faster services to a greater number of Medi-Cal families.

PERFORMANCE MEASURES:

Measure

FY 2006-07

Actual

FY 2007-10

Projected

Percent of professional services on modification and enhancement projects completed on time

N/A*

100% **

Percent of satisfactory escalation response time on technical support calls

N/A*

100% **

*There is no prior year actual data for performance measures.

**Contractor will be expected to satisfactorily service and respond to technical calls for software support in accordance with the technical support process.

BACKGROUND:

In Fiscal Year 2003-04, an RFP was conducted to find a vendor who could provide a framework that would support inbound and outbound telephone (touchtone, voice and fax), host, and web transactions. As a result, a contract was awarded to Syntellect, Inc. in the amount of $211,000 for the term of January 6, 2004 to April 6, 2005. This Agreement allowed the County to purchase Vista software and services from Syntellect, Inc. 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 provides extensive interface capability and reporting options as well as a standard set of application development, administration and management tools.

In April 2005, an Amendment was entered into to increase the Agreement by $17,840, for a total of $228,840, and extend the term to June 30, 2005. This Amendment was to add a custom survey application to the Vista Interactive Voice Response to be used for callers who have interactions with a Customer Service Representative.

In July 2005, an Agreement was approved by the County Manager in the amount of $67,052 for the term of August 1, 2005 to July 31, 2007 to provide maintenance services for the Vista application over the next two years. In October 2005, Change Order No. 1 in the amount of $1,708 was approved by the County Manager to implement minor changes related to the Medi-Cal program selection menu. The term remained August 1, 2005 to July 31, 2007.

DISCUSSION:

This Agreement with Syntellect, Inc. is for Contractor to provide software support and maintenance services for the Vista software and professional services as needed to implement system modifications and enhancements.

The Board of Supervisors is being asked to waive the Request for Proposal (RFP) process since this Contractor is a sole-source provider as they developed the initial software and have proprietary rights for upgrades and support services. Therefore, it is in the County’s best interest to continue contracting with Syntellect, Inc.

The Contractor has assured compliance with the County's Contractor Employee Jury Service Ordinance, as well as all other contract provisions that are required by County ordinance and administrative memoranda, including but not limited to insurance, hold harmless, non-discrimination and equal benefits. The Information Services Department (ISD) has reviewed and concurs with this Agreement. Risk Management has reviewed and approved Contractor’s insurance, and County Counsel has reviewed and approved these documents as to form.

FISCAL IMPACT:

The term of this Agreement is from August 1, 2007 to June 30, 2010. The total obligation is $126,184 and is funded by Federal Welfare Administration $63,092 or 50%, State Welfare Administration $44,164 or 35%, and Net County Cost $18,928 or 15%. Funds have been included in the Recommended Budgets for Fiscal Year 2007-08 and Fiscal Year 2008-09, and will also be included in future years’ budgets.