Item - 2021.GL23.15

The General Government and Licensing Committee:

1. In accordance with Section 71-11.1.C of the City of Toronto Municipal Code Chapter 71 (Financial Control), authorized an amendment to Blanket Contract Number 47023379 with Salesforce.com Canada Corporation to procure additional Salesforce licenses, to maintain the subscriptions until December 31, 2025 and increase the value of the contract by $1,250,000 net of all taxes and applicable charges ($1,272,000 net of Harmonized Sales Tax Recoveries), from $5,000,000 net of all taxes and applicable charges ($5,088,000 net of Harmonized Sales Tax Recoveries) to $6,250,000 net of all taxes and applicable charges ($6,360,000 net of Harmonized Sales Tax Recoveries under the same pricing, terms and conditions of the existing agreement and in a form satisfactory to the City Solicitor.

The City has been working to transform the public's experience in accessing and interacting with City services by providing simple, reliable, and connected services that anticipate customers changing needs. In 2017 a contract was granted to Salesforce.com Canada Corporation through Request for Proposal Number 3406-17-0066, for the implementation of an Enterprise Customer Relationship Management solution to support the City's Customer Service Strategy.

The Salesforce Platform is a Customer Relationship Management platform. The primary purpose is to centralize, track and manage all resident interactions with the City regardless of whether the residents contact the City via Online Service Request, Phone, Email, or even online chat. The Salesforce platform provides a quick and efficient mechanism for the residents to get the information they need related to all services that the City offers, while at the same time providing staff with a centralized location that is quick and easy to find and manage all interactions a resident has had with the City.

This solution was aimed to improve the customer experience when accessing City services and to efficiently manage approximately four (4) million annual interactions, including 1.3 million calls with Toronto residents, businesses, and visitors through the City’s 311 Contact Centre.

Following the contract award to Salesforce.com, the Customer Relationship Management Phase 1 pilot solution was launched in December 2018. This solution enabled customers to book appointments for four (4) select Toronto Water services and took in noise complaints for Municipal Licensing and Standards via the City's online self-serve portal or by calling 311 as part of the integrated online service strategy. The Phase 1 pilot helped the City to understand the full suite of capabilities available through the Salesforce platform and the value it could bring.

Building on the success of the Phase 1 pilot, the City wants to launch Phase 2 of the 311 Toronto Customer Relationship Management Solution in 2021 to further transform the public's experience with City services and fundamentally improve how the public accesses and interacts with the City. While the pilot only focused on four (4) services, Phase 2 of this transformation will fully implement the 311 Toronto Customer Relationship Management Solution to cover approximately 650 services offered by 311, such as: Ice and Snow related complaints, Illegal dumping, Missed Garbage collections, Pot Holes on roads and expressways, etc. It will facilitate an easy to use, easy to access and convenient service journey through a channel of choice and enable self-service options for the City's residents and businesses. 

The purpose of this report is to seek the General Government and Licensing Committee authority to amend and increase the existing Blanket Contract No. 47023379 awarded under Staff Report GL16.5 , with Salesforce.com Canada Corporation, for procuring additional user licenses and subsequent renewals thereof until December 31, 2025, in the amount of $1,250,000 net of all taxes ($1,272,000 net of Harmonized Sales Tax Recoveries), increasing the total contract value from $5,000,000 net of all taxes ($5,088,000 net of Harmonized Sales Tax Recoveries) to $6,250,000 net of all taxes ($6,360,000 net of Harmonized Sales Tax Recoveries) under the same pricing, terms and conditions as the existing agreement, and in a form satisfactory to the City Solicitor.

General Government and Licensing Committee approval is required in accordance with Municipal Code Chapter 195, Purchasing, where the current request exceeds the Chief Purchasing Officer's authority of the cumulative five year commitment limit for each vendor under Article 7, Section 195-7.3(D) of the Purchasing By-law or exceeds the threshold of $500,000 net of Harmonized Sales Tax allowed under staff authority as per the Toronto Municipal Code, Chapter 71, Financial Control, Section 71-11.1.