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REPORT <br />To the Honorable Mayor and City Council <br />From the City Manager <br /> <br />April 24, 2017 <br /> <br />SUBJECT <br />Amended and Restated Agreement with Paymentus Corporation for an Interactive <br />Voice Recognition (IVR) system for utility billing <br /> <br />RECOMMENDATION <br />By motion, approve and authorize for the City Manager to execute an amended and <br />restated agreement with Paymentus Corporation for an Interactive Voice Recognition <br />(IVR) system/Automated Phone Payments, Outbound Customer Notification system, <br />Payment Processing services, and Staff Portal extending the term of the existing <br />agreement for two years and increasing the agreement in an amount not to exceed <br />$66,000, resulting in a total not-to-exceed agreement cost of $143,500. Further, <br />authorize the City Manager to extend the Agreement by one additional one-year term in <br />an amount not to exceed $33,000 <br /> <br />BACKGROUND <br />In November 2013, the City Manager approved an agreement with Paymentus <br />Corporation (formerly Tele-Works, Inc.) to provide IVR and Outbound Notification <br />Systems for utility billing for the Revenue Services Division of the Administrative <br />Services Department. This added payment channel enabled our customers to make <br />credit card and electronic check payments using a toll free telephone number 24 hours <br />a day and 7 days a week. <br /> <br />The agreement was extended for the additional two subscription years, with the current <br />annual subscription expiring on March 31, 2017. This amended and restated agreement <br />will be dated as of April 1, 2017 so that the entire subscription year beginning April 1 will <br />be covered under the new agreement. <br /> <br />ANALYSIS <br />For the past three years, Paymentus has delivered exceptional customer service to the <br />City of Redwood City. Paymentus has been effectively meeting the City’s needs with <br />minimal effort by City staff, and consistently providing the platform for our customers to <br />be able to pay their utility payments over the telephone 24/7. <br /> <br />The billing process by nature is cyclical and requires consistent delivery, in addition to <br />great attention to detail. In consideration of the excellent customer service provided and <br />6.1.C. - Page 1