RECOMMENDATION(S):
APPROVE and AUTHORIZE the Purchasing Agent on behalf of the Employment and Human Services Department to execute a purchase order with Carousel Industries, Inc. in an amount not to exceed $192,523 for the maintenance of the Verint Voice System and Avaya Voice System for the period July 30, 2015 through July 29, 2016.
FISCAL IMPACT:
$192,523: 100% Administrative Overhead (10% County; 45% State; 45% Federal)
BACKGROUND:
Carousel, Industries, Inc. will provide maintenance of the Avaya and Verint telephone systems. In doing so, Carousel Industries, Inc. will support all the Employment and Human Services Department (EHSD) call centers, including the Medi-Cal Service Center (MCSC), Health Care Access Center (HCAC), Medi-Cal Mail In Unit (MMU), and several other call centers. It also serves as the main hub for all phone traffic into EHSD and will insure staff are meeting customer service goals. These systems tie into another system, the Call Management System, that manages call queues, which also interfaces to the CalWIN Consortia. Given the complexity of the overall voice system, EHSD has identified the need to have one central contact for support.
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