Item - 2019.GL5.10

The General Government and Licensing Committee recommends that:

1.  City Council, in accordance with Section 71-11.1C of the City of Toronto Municipal Code Chapter 71 (Financial Control By-law), grant authority to amend Blanket Contract Number 47021645 with Salesforce.com Canada Corporation and increase the value of the contract by $1,037,061, net of all taxes and applicable charges ($1,055,314 net of Harmonized Sales Tax recoveries), revising the contract from $972,865 to $2,009,926, 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 Blanket Contract Number 47021645 with Salesforce.com Canada Corporation (SFDC) for the Enterprise Customer Relationship Management (CRM) license subscription in the amount of $1,037,061 net of all taxes and applicable charges ($1,055,314 net of HST recoveries), revising the total contract value from $972,865 to $2,009,926 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.

CRM Phase 1 launched in December 2018, enabling 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. Building on the success of Phase 1, this amendment will allow 311 to continue with Phase 2 which will shift services from its legacy system onto the new CRM platform as part of the Customer Service Strategy. In addition, the amendment will allow Municipal Licensing and Standards to leverage the CRM platform to support their integrated online service strategy and will allow Toronto Fire Services to conduct a pilot to validate the platform capabilities for their services. Human Services Integration, Economic Development and Culture, and 311 are all currently on the SFDC platform and will need uninterrupted use of their Salesforce subscriptions to ensure that there is no disruption to their current service offerings on the SFDC CRM platform.

The City is requesting authority to extend the current license subscriptions on a one-year basis to support the initiatives noted above. A subscription-based approach has allowed the City to leverage the flexibility of a pay-as-you-go model. Staff are in the process of finalizing an enterprise CRM roadmap, defining a governance model, and identifying tangible business benefits in order to justify expanding the CRM platform into other Divisions. As a result, staff will be preparing a follow-up report for additional authority to support programs that can leverage the Enterprise Salesforce CRM Solution and support the City's broader Customer Service Strategy.