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HomeMy WebLinkAbout2005 02 28 Consent 200 Agreement with RCC Consultants COMMISSION AGENDA ITEM 200 Consent X Informational Public Hearing Regular February 28. 2005 Regular Meeting V Mgr. / Dept. Authorization REQUEST: The City Manager requests approval for a supplemental appropriation of $7,500 and authorization to enter into an agreement with RCC Consultants. PURPOSE: To obtain Commission approval for an additional appropriation of$7,500 and authorization for the City Manager to enter into an agreement with RCC Consultants to identify, analyze, and make recommendations to resolve "communications" issues within the City government. CONSIDERATIONS: Issue - The Mayor and Commission have raised some concern over the frequent inability to reach City staff via telephone. Due to tight staffing and heavy workloads, it is often necessary for staff to allow incoming calls to go to voice mail. What's been done so far? Recently, the phone system was reprogrammed so that when a caller reached someone's voice mail and did not want to leave a message but would rather speak to a departmental contact, the caller could press 0 and would be forwarded to a departmental contact. If, for some reason, that departmental contact was unavailable, the caller could press 0 again and reach the City Operator which is located at the Police Department. S:\Infonnation_ Services\Admin _ Docs\Agenda Items\FY 2005\February 2005\February 28, 2005\022805 _ COMM _ Consent_ 200 _ Additional_Appropriation _Telephone_System _ Consulting_ Group.doc CITY OF WINTER SPRINGS CITY COMMISSION February 28, 2005 CONSENT 200 PAGE20F2 What needs to be done? The City Manager has been charged with researching and resolving this problem. A telecommunications consultant, RCC Consultants, has been contacted. An agreement outlining the scope of work has been defined as follows: · Review and analyze available statistical documentation regarding call volumes. (Information from City's existing call accounting and voice mail systems). · Interview Commissioners individually, by telephone, to obtain their input, ideas and concerns. · Interview department heads (or designees), on site, to obtain their input, ideas, and concerns. . Identify potential technology solutions. . Identify potential policy solutions. . Identify best practices from other cities. · Prepare and submit a report (draft and final versions) to the City. How much will this cost and how long will it take? $7,500. Upon approval and notice-to-proceed, RCC should be able to complete the work, assuming availability of commissioners and City staff for interviews, within 30 days. FUNDING: Requesting a supplemental appropriation in the amount of $7,500 from General Fund. RECOMMENDATIONS: That the Commission authorize a supplemental appropriation in the amount of$7,500 and authorize the City Manager to enter into an agreement with RCC Consultants to identify, analyze, and make recommendations for solving "communications" issues within the City government. ATTACHMENTS: Letter agreement with RCC Consultants COMMISSION ACTION: ~ ~cc February 18, 2005 Ms. Joanne Dalka Information Services Director City of Winter Springs 1126 East State Rd 434 Winter Springs, FL 32708 Dear Ms. Dalka: Based on our telephone discussion yesterday, February 17,2005, RCC Consultants, Inc is submitting the following proposal. The problem as presented to RCC is the frequent inability to reach City staff via telephone. Due to low head count and resulting heavy workloads, staff must often allow incoming calls to flow to voice mail. If calls are not returned promptly, callers, including citizens, commissioners and others, are unable to complete their business with the City. RCC has been asked to review the issue and report its findings back to the City. RCC's scope of work will include the following key elements: . Review and analyze available statistical documentation regarding call volumes. The City indicates that it will be able to provide such statistics from the call accounting system. The City will also investigate the ability to extract call statistics from its voice mail system. · Interview Commissioners individually, by telephone, to obtain their input, ideas and concerns . Interview department heads (or designees), on site, to obtain their input, ideas and concerns . Identify potential technology solutions . Identify potential policy solutions . Identify best practices from other cities . Prepare and submit a report (draft and final versions) to the City RCC will perform the work for a fee of $7,500.00. Upon approval and notice-to-proceed, RCC should be able to complete the work, assuming availability of commissioners and City staff for interviews, within 30 days. Please feel free to contact me with any questions. Thank you for this opportunity. Very truly yours, (~61AA:i (_J Peter Berry, RCDD Managing Director, Telecommunications Practice ("""~ ~CC RCC Consultants, Inc.