HomeMy WebLinkAboutMINUTES - 10072014 - C.60RECOMMENDATION(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 the amount not to exceed $102,803 for the maintenance of the Verint
Voice System and Avaya Voice System for the period September 28, 2014 through September 27, 2015.
FISCAL IMPACT:
$102,803: 100% Administrative Overhead (10% County; 45% State; 45% Federal)
BACKGROUND:
The Employment and Human Services Department (EHSD) is seeking to contract with Carousel for maintenance of
its Avaya and Verint telephone systems. Carousel will support all our call centers, including the Medi-Cal Service
Center (MCSC), Health Care Access Center (HCAC), Medi-Cal Mail In Unit (MMIU), and several other call centers.
It also serves as the main hub for all phone traffic into EHSD. Directly attached to that switch are a number of
systems including Verint’s Workforce Management System to ensure staff are meeting customer service goals,
Verint’s
APPROVE OTHER
RECOMMENDATION OF CNTY ADMINISTRATOR RECOMMENDATION OF BOARD COMMITTEE
Action of Board On: 10/07/2014 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
Federal D. Glover, District V
Supervisor
Contact: Earl Maciel 3-1648
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: October 7, 2014
David Twa, County Administrator and Clerk of the Board of Supervisors
By: Chris Heck, Deputy
cc:
C. 60
To:Board of Supervisors
From:Kathy Gallagher, Employment & Human Services Director
Date:October 7, 2014
Contra
Costa
County
Subject:Purchase Order for Maintenance of Voice System
BACKGROUND: (CONT'D)
Call Recording system to record conversations to meet legal mandates. These systems tie into another system called
the Call Management System (CMS) that manages call queues, which also interfaces to the CalWIN Consortia. Given
the complexity of the overall voice system, we have identified the need to have one central contact for support.
CONSEQUENCE OF NEGATIVE ACTION:
EHSD will be unable to maintain its telephone systems.
CHILDREN'S IMPACT STATEMENT:
None