Agenda

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C. 32

To:	Board of Supervisors
From:	Kathy Gallagher, Employment & Human Services Director
Date:	August 25, 2015

Contra

Costa

County

Subject:

Purchase Order for Maintenance of Voice System(s)

APPROVE	OTHER
RECOMMENDATION OF CNTY ADMINISTRATOR	RECOMMENDATION OF BOARD COMMITTEE

Action of Board On: 08/25/2015

APPROVED AS RECOMMENDED

OTHER

Clerks Notes:

VOTE OF SUPERVISORS

AYE:

John Gioia, District I Supervisor
Candace Andersen, District II Supervisor
Mary N. Piepho, District III Supervisor
Karen Mitchoff, District IV Supervisor

ABSENT:

Federal D. Glover, District V Supervisor

Contact:

Elaine Burres, 313-1717

I hereby certify that this is a true and correct copy of an action taken and entered on the minutes of the Board of Supervisors on the date shown.
ATTESTED: August 25, 2015
David Twa,

BY:	, Deputy

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.

CONSEQUENCE OF NEGATIVE ACTION:

The Employment and Human Services Department will be unable to maintain telephone systems.

CHILDREN'S IMPACT STATEMENT:

Not applicable.