Council District: City-wide
Adoption of a resolution authorizing the City Manager to take the following actions pertaining to the San Jose Permits On-line (IDTS) project agreements.
1) Execute the Fourth Amendment to the Agreement with Intergraph Corporation for the San Jose Permits On-line (IDTS) project at no additional cost to:
a) Extend the term of the Agreement with Intergraph Corporation from June 30, 2003 to October 31st, 2003;
b) Add Tele-works as the software provider for the Interactive Voice Response (IVR) system to automate telephone inspection requests and upgrade the IVR hardware specification to reflect the Tele-works proposal;
2) Execute an Addendum to the Maintenance and Support Agreement between the City and Intergraph Corporation to provide maintenance and support services in the amount of $176,900 for the term of January 1, 2003 to December 31st 2003.
3) Execute all subsequent annual maintenance & support addenda with Intergraph for the San Jose Permits On-Line (IDTS) project without further City Council action other than the appropriation of funding.
The San Jose Permits On-line project, formerly referred to as the Integrated Development Tracking (IDTS), has successfully integrated the City’s various land use tracking databases into one comprehensive system that contains all permit, land use, and geographic data pertaining to a specific parcel. This “integrated” system has established the means of tracking development projects from start to finish. Major project objectives included establishing a “virtual one-stop permit center” and enabling customers to issue permits over the Internet.
On February 9, 1999, the City Council authorized the City Manager to execute an agreement with Intergraph Corporation for project management and integration services on the IDTS project. On December 19, 1999, the City Council approved the First Amendment to the Agreement with Intergraph to include Synertech Systems as a subcontractor to Intergraph. Synertech’s main role has been to provide, install and configure the permit software that is used by each department to process development permits. On December 19, 2000, the City Council approved the Second Amendment to increase the amount of the agreement by $100,000 from $5,639,451 to $5,739,451 in order to create custom reports for the Building Division that were not specified in the original agreement and extending the term to December 30, 2001. On December 18, 2001, the Third Amendment to the Agreement with Intergraph for the IDTS project was approved, adding $25,000 for advanced technical training for the City’s Information Technology staff and extending the term to December 31, 2002. On December 19, 2002, the City Manager approved an extension of the term from December 31, 2002 to June 30, 2003 at no additional cost.
On December 18, 2002, the City Council adopted a resolution authorizing the City Manager to negotiate and execute change orders to the Agreement in an amount not to exceed $200,000. The City Manager has executed four change orders which brings the total authorized expenditure under the Agreement to $5,929,107. The project remains within the original budget authorized by City Council.
Also on December 18, 2002, the City Council adopted a resolution authorizing the City Manager to negotiate and execute agreement(s) with Intergraph Corporation and/or San Jose Permits On-line Project subcontractors for Maintenance and Support of the San Jose Permits On-line Project. An agreement with Intergraph was executed by the City Manager in the amount of $172,544 for the term of December 30, 2001 to December 31, 2002.
Project Status
The three major project components are summarized below.
1) The Permit System: The foundation of the San Jose Permits On-line project is the Permit System. As of March 4, 2002, all City departments responsible for development review have implemented the System. Electronic data from 12 legacy databases was converted to the new system. Integration of the Permit System, the City’s Geographic Information System (GIS) and Document Management System was successfully completed.
2) The Inspection System: The Inspection System facilitates entry of
inspection request data from Building and Fire customers into the Permit
System. The System generates an
inspection slip that informs field staff which inspections need to be
completed. It also warns the scheduling
staff if a project has code enforcement issues or unpaid fees. As of January, 2003, all inspection results
are automatically scanned and read into the system with the use of Optical Mark
Recognition (OMR) software.
3) Internet Permits: The interim on-line permit system implemented in May 2000, was replaced with a new system on April 25, 2003. The new web-site expanded on-line permits from strictly single family residential to include multi-family and commercial/industrial permits. It has also eliminated the requirement for customers to purchase a digital certificate from a separate company to sign and obtain permits on-line. Instead, customers complete a one-time registration process over the Internet. The simplified registration process will greatly increase the number of customers that will obtain permits on-line.
The new web-site
includes other new features such as permit and property searches for any
project in the City, map queries to locate geographic and property data, and
permit application status. Additional
features will be added in the next two months.
Most notable of these is the ability to schedule inspections via the Internet.
ANALYSIS
In addition to the core functions of the Permit System, Inspection System, and Internet Permit System, the scope of work for the contract includes the installation of an Interactive Voice Response (IVR) System.
Interactive Voice Response (IVR) System:
The IVR System will allow customers to use touch-tone phones to request building inspections during non-business hours and obtain estimated inspection times. The First Amendment to the Agreement included specifications for IVR hardware. This Amendment also stipulated that IVR vendor selection would be overseen by Intergraph when the City was ready to initiate the IVR phase of the project. The IVR vendor selection was recently completed. The City has selected Tele-Works as its IVR vendor. Tele-Works provided the IVR software for the City’s InfoLine system.
The Agreement needs to be revised to add Tele-Works as the IVR contractor and software provider for this project. The IVR hardware specifications must also be updated. The IVR project will take five months to complete from inception. The IVR vendor selection process took longer to complete than anticipated. As a result, the term of the project agreement needs to be extended from June 30, 2003, to October 31, 2003. The cost for the IVR component of the project has not changed, and therefore no additional authorization for maximum compensation is required.
Outcomes of IVR Implementation
The Building Division staff processes an average of 600 inspection requests per day. Most of these requests are called in between the hours of 7:00 and 11:00 am. The IVR will reduce customer phone waiting time as they will no longer need to hold for a staff person to process their call. It will also expand service by allowing customers to make their inspection request during non-business hours. Based on the experience of other cities, it is estimated that up to 70% of all inspection requests will be processed automatically by IVR. At an average of two minutes per call to process, this would save an estimated 3,600 hours of staff work each year.
Maintenance
and Support Agreement:
The Maintenance & Support agreement with Intergraph ensures delivery of software upgrades and requires Intergraph to fix any bugs associated with the standard commercial products. The agreement also includes support services to ensure the continued operation of the custom interfaces between the Permit System, GIS, and the Document Management System. The amount for 2003 ($176,900) represents a $4,356 increase from the 2002 agreement. This is due to a planned increase in software maintenance costs and associated taxes. The revised figure is within the operating budget approved for the San Jose Permits On-line System. The term of the agreement is from January 1, 2003 to December 31st 2003. No software upgrades or support services were provided between January and the date of the contract execution.
The San Jose Permits On-line System is a vital enterprise-wide system
that requires a new maintenance and support agreement each year. In order to reduce administrative costs,
Staff is proposing that the City Manager be given the authority to renew these
services on an annual basis so that it does not have to be brought back to City
Council each year.
System demonstrations have been provided to the Developers Roundtable on August 9, 2002 and December 13, 2002. A system update was also provided on April 11, 2003.
This memorandum has been coordinated with the Departments of Planning, Building and Code Enforcement, Information Technology, the City Attorney’s Office and the Manager’s Office.
None.
Fund: General Fund – (001) Amount: $150,000. Budget Document: 2002-2003 Adopted Operating Budget, page 656.
Not a project.
STEPHEN M.
HAASE, DIRECTOR
Planning,
Building & Code Enforcement