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STRATEGIC OUTCOMES |
ACTION |
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Department: |
☐ Safe & Prosperous |
☒ Motion |
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Finance |
☐ Active & Appealing |
☐ Resolution |
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☐ Respected & Responsible |
☐ Ordinance - Introduction |
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Division: |
☒ Connected & Engaged |
☐ Ordinance - Adoption |
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Procurement |
☐ Unique & Creative |
☐ Public Hearing |
TITLE: t
Cooperative Purchase Agreement: Freshworks Freshservice Enterprise IT Ticketing Software
end
SUMMARY RECOMMENDATION: Summary Recommendation
Authorize the use of the State of Arizona Cooperative Purchase Agreement for a three-year IT Ticketing Software subscription for a total estimated expenditure of $260,000.00 to: CDWG, Chicago, IL. (CPA-25-094) (Isaiah Kirk/Robin Wilson)
end
STRATEGIC OUTCOME:
Freshworks Freshservice Enterprise IT ticketing software suite aligns with City Council's strategic outcome of Connected and Engaged by serving as the core application suite used by IT to manage and solve all IT business requests and functions.
REPORT:
The City will utilize Freshworks Freshservice IT ticketing software to efficiently manage and resolve IT-related issues and requests. This robust system supports various functions, including incident and problem management, service request fulfillment, change management, asset management, reporting and analytics, and knowledge base and self-service portal.
Beyond IT, other departments also leverage IT ticketing platform to streamline internal ticketing processes for various needs, such as: Communications Team - media design, website development and presentation room requests. Police Department - division to division and legal requests for case processing. Facilities - handling building access and control requests and tracking work orders. Human Resources - managing employee inquiries and HR service requests.
The IT ticketing software is accessible through a subscription model.
FISCAL REQUIREMENTS:
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CITY FUNDS: |
$ 95,000.00 |
BUDGETED: |
$115,000.00 |
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STATE FUNDS: |
$ 0.00 |
AVAILABLE TO TRANSFER: |
$ 0.00 |
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FEDERAL FUNDS: |
$ 0.00 |
IN CONTINGENCY: |
$ 0.00 |
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OTHER SOURCES: |
$ 0.00 |
FUNDING: ACCOUNT/FUND #/CIP |
TOTAL $95,000.00
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General Fund |
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To total; right click number & choose “Update Field” |
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FISCAL IMPACT STATEMENT:
Budget authority to continue this multi-year renewal is programmed in the City Council approved FY 2025 Budget for $115,000 and financial forecast for the remaining $165,000 of the three-year subscription, contingency on City Council appropriations for FY 2026 and FY 2027.
ADDITIONAL INFORMATION:
SUPPORTING DOCUMENTS NOT ATTACHED TO THE CITY COUNCIL ACTION FORM THAT ARE ON FILE IN THE OFFICE OF THE CITY CLERK:
None
IF CITY COUNCIL ACTION INCLUDES A CONTRACT, LEASE OR AGREEMENT, WHO WILL BE RESPONSIBLE FOR ROUTING THE DOCUMENT FOR SIGNATURE AFTER CITY COUNCIL APPROVAL?
☐ Department
☐ City Clerk’s Office
☐ Document to be recorded
☐ Document to be codified
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Acting City Administrator: |
Date: |
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John D. Simonton |
08/26/2024 |
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Reviewed by City Attorney: |
Date: |
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Richard W. Files |
08/26/2024 |