HomeMy WebLinkAbout5/2/2001 - STAFF REPORTS (10) Date: May 2"d, 2001
To: City Council
From: Information Systems Specialist via Director of Information Technology
AUTOMATED CITIZEN INFORMATION SYSTEM
RECOMMENDATION:
That City Council approve the purchase of the Automated Citizens Information System
(ACTS), from Tele-Works, Inc of Blacksburg, Virginia, which includes installation of
computer hardware, software, training, and support services. The system purchase and
printing costs is not to exceed $36,063.
SUMMARY:
The Automated Citizens Information System provides information to callers on over 250
pre-recorded scripts 7 days a week, 24 hours a day. The ACIS will allow callers to
activate fax-on-demand for various documents, emergency information and to participate
in telephone surveys on City programs, services and issues.
BACKGROUND:
Tele-Works has been providing the ACIS to local agencies since 1987 and it is currently
used by more than 45 California cities. Cities such as Pico Rivera, Diamond Bar,
Downey, Monrovia, Upland, and most recently Los Angeles all use the ACTS. In all
cases, it is intended as a supplement to customer service and not to replace person-to-
person contact. The ACIS is beneficial for after-hours information needs and by reducing
routine calls and trips to City Hall during business hours, allowing staff to be more
responsive to non-routine customer concerns.
The proposed ACIS will be a 4-port system, with Fax-on-Demand which allows selected
information to be faxed back to the caller. WebWare will convert HTML code to voice,
allowing callers without computer access to the City's website, to retrieve website
information via their telephone. The e-CRM will convert caller's comments to WAV file
attachments and forward them to a designated e-mail address. Call-Out
Notification/Survey/Polling will allow call-out options for various service or community
groups. The system components are modular, and will allow the City to add features in
the future such as e-commerce.
Staff recommends purchase of the Automated Citizens Information System (ACIS), from
Tele-Works, Inc., which includes computer hardware, software, training, and support.
/0�4
Staff Report May 2Id, 2001
Page 2
Funds have been budgeted for this purpose, and are available using account 001-1010-
43200 City Council Contractual Services.
APPROVED:
Randyobb ames W. Runge
Information Systems Specialist Director of Information Technology
APPROVED:
City Manager / - '` Harold E. Good
Procurement Manager
Attachments: Minute Order
REVIEWED BY DEPT.OF FINANCE
�� Z
MINUTE ORDER NO. 6843
APPROVING THE PURCHASE OF
THE AUTOMATED CITIZENS
INFORMATION SYSTEM (ACIS),
FROM TELEWORKS, INC.,
BLACKSBURG, VA, WHICH
INCLUDES COMPUTER HARD-
WARE, SOFTWARE, TRAINING,
AND SUPPORT SERVICES; THE
SYSTEM PURCHASE AND
PRINTING COSTS NOT TO
EXCEED $36,063.
------------------
I HEREBY CERTIFY that this Minute Order, approving the purchase of the
Automated Citizens Information Systems (ACTS), from Teleworks, Inc.,
Blacksberg, VA, which includes computer hardware, software, training and
support services; the system purchase and printing costs not to exceed $36,063,
was adopted by the City Council of the City of Palm Springs, California, in a
meeting thereof held on the 2nd day of May, 2001.
PATRICIA A. SANDERS
City Clerk
f r,�