Item - 2021.GL27.10

The General Government and Licensing Committee recommends that:

1. City Council authorize the Chief People Officer, People and Equity to negotiate and execute a non-competitive three (3) year agreement, commencing from the date that the contract is issued, with two (2) additional separate one (1) year option renewals with Resolve Software Group in the amount of $909,843 net of Harmonized Sales Tax ($925,857 net of Harmonized Sales Tax Recoveries), on terms and conditions satisfactory to the Chief People Officer, People and Equity and in a form satisfactory to the City Solicitor.

The purpose of this report is to request City Council authority to enter into a non-competitive contract with Resolve Software Group to purchase a proprietary case management system of software licenses and professional services for the City's Labour Relations Information System. The contract will be for an initial period of three (3) years commencing from the date that the contract is issued to December 31, 2024, with two (2) additional separate one (1) year option renewals, in the total amount of $909,843 net of Harmonized Sales Tax ($925,857 net of Harmonized Sales Tax recoveries).

The Employee Relations section of the People and Equity Division develops and maintains harmonious working relationships among managers, employees, unions and staff associations. Employee Relations administers the requirements of the collective agreements for various unions, manages the collective bargaining process, and provides expertise in resolving conflict and grievances.

Employee Relations utilizes a City developed software system, known as the Grievance Tracking System, for effectively tracking, managing and solving numerous enquiries, concerns and complaints/grievances. This system was introduced in 2004. The current version of Grievance Tracking System was never intended to be a long-term solution, rather it was an interim system until a modernized solution was procured. During the pandemic, the project to replace Grievance Tracking System with a modern system, was placed on hold due to various immediate priorities. Remote work has made it even more challenging to manage the day to day business demands of Employee Relations, using an outdated and manual system.

In 2013, the City's Internal Audit Division conducted a review of the Employee Relations grievance and arbitration processes and identified a number of areas of improvements with the City's developed Grievance Tracking System, including reporting inefficiencies and lack of cost tracking. It was recommended for the Grievance Tracking System be updated to reflect the current information needs of Employee Relations and the Employee Labour Relations Committee.

In 2019, Employee Relations and Technology Services Division conducted an in-depth analysis of the current and future state of the Grievance Tracking System. This included an analysis of the Grievance Tracking System and a market assessment to find a solution that could satisfy the business requirements of Employee Relations and address the gaps. The existing Grievance Tracking System was reviewed as an option, however, it was built internally 17 years ago in the City with limited capabilities and functionalities. The City staff conducted a market assessment1 comparing several vendor products of similar capabilities. The vendor products reviewed did not meet all the business capabilities and criteria for Employee Relations, whereas the Resolve Software Group (Resolve) case and complaints management solution met all the business requirements to replace the Grievance Tracking System as the new Labour Relations Information System.  

In addition, within the City of Toronto, Resolve is used in the Accountability Offices, such as the Ombudsman Toronto and the Toronto Lobbyist Registrar. Resolve is also being implemented at the Human Rights Office within the People and Equity division of the City.  Leveraging an existing solution already in use at the City, such as the case with Resolve, will help ensure People and Equity can effectively meet the mandate aligned to employee relations, while optimizing usage of common technology platforms across the City.  

Resolve is also used in other Municipal governments who require case and complaint management solutions, including the following offices in British Columbia - Office of the Ombudsperson, Office of the Information and Privacy Commissioner, Office of the Merit Commissioner and Office of the Police Complaint Commissioner. A unique business requirement of these government partners is Resolve's ability to handle sensitive workplace matters and investigations where individual cases contain confidential, highly sensitive information and strict adherence to regulatory compliance, which apply to the day day-to-day functions and operations of Employee Relations.  

In 2023, the collective bargaining process will commence for the Toronto Professional Fire Fighters Association, Local 3888 and in 2024, the collective bargaining process will commence for the Toronto Civic Employees Union (Local 416) and the Canadian Union of Public Employees (Local 79). The successful management of these collective bargaining processes is dependent on having a new Labour Relations Information System that will organize, track and document meeting minutes, strategies and planning and management of proposal exchanges between the City and the Union. The risks of not implementing the new system could expose the City to information breaches, financial impacts and increased reporting inaccuracies, as there is no cost tracking for settlements and arbitrations in the current Grievance Tracking System.

City Council 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 for each supplier, 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

1 The market assessment was completed using Gartner Magic Quadrant research methodology. Gartner is a leading independent market research company: https://www.gartner.com/en/information-technology/glossary/magic-quadrant

allowed under staff authority as per the Toronto Municipal Code, Chapter 71- Financial

Control, Section 71-11A.