Item - 2019.GL2.8

The General Government and Licensing Committee:

1.  In accordance with Section 71-11.1C of the City of Toronto Municipal Code Chapter 71 (Financial Control By-law), granted authority to amend Purchase Order Number 6047367 and authorized the Chief Information Officer to negotiate and execute an amending agreement with Deloitte LLP and increase the value of the contract by $1,500,000 net of all taxes and applicable charges ($1,526,400 net of Harmonized Sales Tax recoveries), revising the Purchase Order from $577,800 to $2,077,800, excluding all taxes and charges, under the same pricing, terms, and conditions of the existing agreement and in a form satisfactory to the City Solicitor.

The purpose of this report is to seek authority to amend and increase the existing Purchase Order Number 6047367 with Deloitte LLP (Deloitte) by the amount of $1,526,400 net of HST recoveries, increasing the total contract amount from $587,969 to $2,144,369 net of HST recoveries, as it relates to the Phase 1 implementation services of the Enterprise Customer Relationship Management (CRM) solution.

Purchase Order Number 6047367 was awarded under Request for Proposal Number 3407-17-0066 to implement Enterprise CRM Phase 1. Phase 1, which launched in December 2018, enabled customers to book appointments for select residential and non-residential Toronto Water services via the City's online self-serve portal or by calling 311 Toronto, improving the overall customer experience. Included in this phase was the intake of noise complaints from citizens through online and 311 Toronto as part of the Municipal Licensing and Standards (MLS) integrated online service strategy.

During the CRM Phase 1 discovery and scoping exercise, the project team identified opportunities to realize operational efficiencies and solution rationalization by further implementing not only the intake of complaints, but the entire end-to-end noise complaint service request process on the City's enterprise CRM (Salesforce) platform. This approach accelerates the rationalization of MLS's current back-end systems to improve citizens' customer experience and remove existing business continuity risks related to outdated and aging legacy applications, while it also allows the City to validate solution benefits for the back-office before making further investments related to overall licensing and enforcement needs. Additionally, the movement to a single platform provides a more comprehensive end-to-end view of service requests related to noise complaints, including investigation and violation history, location information, and overall progress status. It also provides more flexibility and can easily accommodate changes in short order, such as By-law changes and notification template updates.