2016-29321 Reso RESOLUTION NO. 2016-29321
A RESOLUTION OF THE MAYOR AND THE CITY COMMISSION OF THE
CITY OF MIAMI BEACH, FLORIDA, AUTHORIZING THE CITY MANAGER TO
EXTEND THE EXISTING AGREEMENT WITH INKTEL CONTRACT
SOLUTIONS, LLC, PURSUANT TO REQUEST FOR PROPOSALS (RFP) 022-
2013ME, FOR CITYWIDE CALL CENTER SERVICES, ON A MONTH-TO-
MONTH BASIS, TERMINABLE BY THE CITY FOR CONVENIENCE AND
WITHOUT CAUSE, UPON THIRTY (30) DAYS WRITTEN NOTICE TO INKTEL,
UNTIL SUCH TIME AS THE CITY'S FINANCE AND EMERGENCY
MANAGEMENT DEPARTMENTS ARE PREPARED TO PROVIDE CITYWIDE
CALL CENTER SERVICES IN-HOUSE.
WHEREAS, Request for Proposals No. 022-2013ME (the RFP) was issued on December 24,
2012, with a proposal due date of February 4, 2013; and
WHEREAS, the RFP resulted in the receipt of four (4) responses from 1800 We Answer, IVOX
Solutions, LLC, Inktel Contract Solutions, LLC, and Answernet; and
WHEREAS, the City entered a Master Agreement ("Agreement") with Inktel Contract
Solutions, LLC for Citywide call center services for the Finance and Parking Department,
pursuant to RFP No. 022-2013ME and approved pursuant to Resolution No. 2013-28156, on
April 26, 2013: and
WHEREAS, on January 15, 2014, the Mayor and City Commission adopted Resolution
No. 2014-28448, authorizing the City to increase the scope of the Agreement to include call
center services for the Building Department; and
WHEREAS, on October 22, 2014, the Mayor and City Commission passed Resolution
No. 2014-28787, authorizing the City to increase the scope of the Agreement to include call
center services for the Transportation Department; and
WHEREAS, in 2015, the Mayor and City Commission authorized Amendment No. 1, to
the Agreement increasing the scope of the Agreement to include call center services for the
Building and Transportation Departments; and
WHEREAS, the Agreement is for a term of three (3) years with an additional two (2)
one-year renewal options, at the Administration's sole discretion; and
WHEREAS, the original three (3) year contract term for Citywide call center services will
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expire April 25, 2016; and
WHEREAS, the City's Finance and Emergency Management Departments have been
tasked with providing future citywide call center services in-house; and
WHEREAS, the City Manager is requesting authorization to extend the existing
Agreement with Inktel Contract Solutions, LLC, on a month-to-month basis, terminable by the
City for convenience and without cause, upon thirty (30) days written notice to Inktel, until such
time as the City's Finance and Emergency Management Departments have trained staff and
acquired the necessary equipment and supplies to seamlessly transition the services.
NOW, THEREFORE, BE IT DULY RESOLVED BY THE MAYOR AND CITY COMMISSION OF
THE CITY OF MIAMI BEACH, FLORIDA, that the Mayor and City Commission hereby authorize the City
Manager to extend the existing Agreement with Inktel Contract Solutions, LLC, pursuant to Request for
Proposals (RFP) No. 022-2013ME, for Citywide Call Center Services, on a month-to-month basis,
terminable by the City for convenience and without cause, upon thirty (30) days written notice to
Inktel, until such time as the City's Finance and Emergency Management Departments are prepared to
provide the Citywide call center services in-house.
PASSED AND ADOPTED this 9 day of IQrck. 2016.
ATTEST:
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FAEL E. GRANAD , CI CLERK PHILIP ' r r- OR TO
APPROVED& AS LANGUAGE
FORM LANG
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City Attorney Date
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I
COMMISSION ITEM SUMMARY
Condensed Title:
A RESOLUTION OF THE MAYOR AND THE CITY COMMISSION OF THE CITY OF MIAMI BEACH, FLORIDA,
AUTHORIZING THE CITY MANAGER TO EXTEND THE EXISTING AGREEMENT WITH INKTEL CONTRACT
SOLUTIONS, LLC, PURSUANT TO REQUEST FOR PROPOSAL (RFP) 022-2013ME, FOR CITYWIDE CALL
CENTER SERVICES, ON A MONTH TO MONTH BASIS UNTIL SUCH TIME AS THE FINANCE AND
EMERGENCY MANAGEMENT DEPARTMENTS ARE PREPARED TO PROVIDE THE REFERENCED SERVICES
IN-HOUSE.
Key Intended Outcome Supported:
Maximize The Miami Beach Brand As A World Class Destination
Supporting Data (Surveys, Environmental Scan, etc: N/A
Item Summary/Recommendation:
The current agreement with Inktel Contract Solutions, LLC(Inktel), pursuant to RFP 022-2013-ME,expires on April
25, 2016, but also allows for two(2)additional one(1)year renewal periods.The Administration is proposing to bring
these services in-house, with call center services being provided by the Finance and Emergency Management
Departments. In order to do so,these departments will require some time to acquire the necessary equipment and
train staff in order for there to be a seamless transition of services.A month-to-month extension of the Agreement is
proposed until such time as the Finance and Emergency Management Departments are prepared to bring the
contracted services in-house.
The City Manager recommends that the Mayor and the City Commission authorize the month-to-month extension of
the existing Agreement with Inktel Contract Solutions, LLC, to allow for a transition from contracted to in-house
services.
ADMINISTRATION RECOMMENDATION
Adopt the Resolution.
Advisory Board Recommendation:
N/A
Financial Information:The annual cost associated with the Citywide call center services are subject to the funds
availability approved through the City's budgeting process.
Source of Amount Account
Fund 1
2
Total
Financial Impact Summary:
City Clerk's Office Legislative Tracking:
Alex Denis, Extension 6641
Sign-Offs: , g
Assistan ll nager Cut M. ager
De�artme t Dire/ ,. , , �__
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MIANItIBEACH AGENDA ITEM 8-76--
DATA
3-9-h
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MIAMIBEACH
City of Miami Beach, 1700 Convention Center Drive,Miami Beach, Florida 33139,www.miamibeachfl.gov
COM ISSION MEMORANDUM
TO: Mayor Philip Levine and Members of t e City Com ission
FROM: Jimmy L. Morales, City Manager
DATE: March 9, 2016
SUBJECT: A RESOLUTION OF THE MAYOR A D THE CITY COMMISSION OF THE CITY OF
MIAMI BEACH, FLORIDA, AUTHORI ING THE CITY MANAGER TO EXTEND THE
EXISTING AGREEMENT WITH INKTEL CONTRACT SOLUTIONS, LLC, PURSUANT
TO REQUEST FOR PROPOSAL (RFP) 022-2013ME, FOR CITYWIDE CALL
CENTER SERVICES, ON A MONTH TO MONTH BASIS UNTIL SUCH TIME AS THE
FINANCE AND EMERGENCY MANAGEMENT DEPARTMENTS ARE PREPARED
TO PROVIDE THE REFERENCED SERVICES IN-HOUSE.
ADMINISTRATION RECOMMENDATION
Adopt the Resolution.
BACKGROUND
The current agreement with Inktel Contract Solutions, LLC (Inktel), pursuant to RFP 022-2013-ME,
expires on April 25, 2016, but also allows for two (2) additional one (1) year renewal periods. The
Administration is proposing to bring these services in-house, with call center services being provided
by the Finance and Emergency Management Departments. In order to do so, these departments will
require some time to acquire the necessary equipment and train staff in order for there to be a
seamless transition of services. A month-to-month extension of the Agreement is proposed until such
time as the Finance and Emergency Management Departments are prepared to bring the contracted
services in-house.
CITY MANAGER'S RECOMMENDATION
The City Manager recommends that the Mayor and the City Commission authorize the month-to-
month extension of the existing Agreement with Inktel Contract Solutions, LLC, to allow for a transition
from contracted to in-house services.
JLM / CT/AW/AD /WG
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