HomeMy WebLinkAboutcover memoCITY OF MIAMI, FLORIDA
CA.3
INTER -OFFICE MEMORANDUM
TO :
FROM :
Honorable Mayor
M bers of th
0-(
Jo. riola
Ch - + dministrator
DATE
OCT 15 2003
SUBJECT : Resolution Authorizing a Contract
For Professional Services and
Technical Support from Motorola
REFERENCES : Corporation on an as needed basis
Under Miami- Dade County Contract
ENCLOSURES: 317
FILE :
RECOMMENDATION
It is respectfully requested that the commission adopt the attached resolution authorizing a
contract for professional services and technical support from the Printrak International, Inc.
(a wholly owned subsidiary of Motorola ,Inc.) to facilitate the implementation of a 311
Customer Service Request System (CSR) that will provide citizens with a simplified way to
access County and City of Miami services and information adopting Miami Dade County
Contract number 317 Computer Aided Dispatch, on an as needed basis, subject to any
extensions or replacement contracts by Miami- Dade County. Funds are from a Federal
Community Policing Services Program (COPS) Grant specifically designated for 311
implementation adopted by Ordinance 11819 on 7/27199 for $423,737 from account
#142029.290521.6.840 in a proposed amount of $258,200 as needed subject to the
availability of funds.
BACKGROUND
On February 19, 1997, the Federal Communications Commission announced the
reservation of the 311 # to be used as a nationwide Non -emergency abbreviated number for
citizens to dial to contact their municipal government. A main objective of this effort was to
off load the 911 system from the daily non -emergency calls they receive. The plan allows
only one 311 # to be assigned to a jurisdiction such as a county area.
In 1997 the Miami Police Department started a process that eventually secured the
exclusive use of the 311 # for this area. They also applied for and were granted a Federal
Community Policing Services Program (COPS) Grant of $423,737 to launch a 311 service
for the City residents. The original concept was for the City to run its' own call center. The
2003 budget included $1,8 Million for the first phase of funding for this plan.
The County has also been pursuing a 311 type service using a 7 digit # and had
approached the City in the past with a plan to join forces and share the 311#. It was not until
earlier this year that an agreement in principal was reached between the County and the
City to set up a single consolidated call center that was designed to eliminate the confusion
and call transferring that would follow if the county and the city attempted to advertise and
run competing facilities. They would also benefit from the economies of scale achieved from
facilitating and operating a single center.
The agreement with the County requires them to establish, equip, staff, manage and
maintain a joint City/County 311 call center for the duration of this agreement in exchange
for exclusive use of the City's 311 number and any unused COPS grant $ that will not be
used by the City during 311 implementation.
The 311 Center will provide a single point of contact for citizens requesting information and
services from both the County and the City. The center will be able to identify and distribute
request for services across jurisdictional lines and will have the ability to seamlessly respond
to citizens regardless of where the citizen resides within the County.
Service Requests will be tracked through the 311 CSR system that will interface to backend
operational processes. The system will also contain information on events, departments
and other governmental and referral agencies and will significantly reduce the # of calls
requesting information currently handled by various City and County departments and 911
centers. The 311 Center will be tri-lingual, and will improve service delivery and increase
customer satisfaction through the implementation of quality assurance processes that will
allow us to track the # of complaints/requests for service received and how fast they are
closed out.
An inter -local agreement is being finalized that outlines the level of support, which includes
training, maintenance, computer hardware/software, and systems support the City will
receive in exchange for the use of the 311#. The inter -local includes a Service Level
Agreement (SLA) that defines the quality of service provided to our citizen base by the
County staffed and operated call center.
FISCAL IMPACT
NONE, GRANT FUNDED
Miami -Dade County will be responsible for all of the initial and all of the on -going costs
associated with computer hardware/software, systems support, training, maintenance and
telep ony systems in the 3-1-1 project.
J" /DR