City Council

11. Approve a License and Services Agreement with Inoria Inc., in an amount not to exceed an\nannual average of $260,000, an annual contingency of 20%, an annual allowance not to exceed\n$75,000 for as-needed professional services, allowing unused annual allowance to carry over to\nthe following year, for a Contact Center software system that includes telephone and interactive\nvoice response license subscriptions, telephone carrier, and support services for a five year and\nfour month term, and authorize the Public Utilities General Manager, or designees, to extend the\nagreement up to five one-year extensions, as long as costs do not exceed 5% over the prior\nyear’s costs; approve an Implementation Services Agreement with Carahsoft Corporation to\nupgrade the Customer Service Contact Center solution at no cost; and authorize the Public\nUtilities General Manager or designees, to execute related documents and to take the necessary\nactions to implement, fund, administer agreements and orders, and extend licenses and services.\n4 September 10, 2024