HomeMy WebLinkAboutMemo - Mail Packet - 9/5/2017 - Memorandum From Tim Mccollough And Adam Bromley Re: Call-Net: Utilities After Hours Answering Service UpdateMEMORANDUM
Utilities
electric · stormwater · wastewater · water
700 Wood Street
PO Box 580
Fort Collins, CO 80522
970.221.6700
970.221.6619 – fax
970.224.6003 – TDD
utilities@fcgov.com
fcgov.com/utilities
DATE: August 30, 2017
TO: Mayor Troxell and Councilmembers
FROM: Tim McCollough, Light & Power Operations Manager
Adam Bromley, Smart Grid and System Operations Manager
THRU: Darin Atteberry, City Manager
Lisa Rosintoski, Acting Utilities Executive Director, Customer Connections
Service Unit Manager
RE: Call-Net: Utilities After-Hours Answering Service Update
BOTTOM LINE:
Utilities is rescheduling the “go-live” target date for the new after-hours answering service in
order to allow the new vendor to complete their implementation of key cyber security data
protection measures. The new target “go-live” date is late October or early November. Staff
originally planned to begin utilizing these services in August, which was the time frame
originally communicated to the City Manager and City Councilmembers.
BACKGROUND:
Utilities currently utilizes a company called Map Communications to answer customer calls after
regular working hours. Map Communications has a history of poor customer service, an
unwillingness to resolve human errors made by their employees and significant technology
limitations. In order to replace Map Communications with a vendor that could provide the
desired services, staff wrote and submitted an RFP for after-hours answering services. CallNet
was the selected vendor through a competitive RFP process in December of 2016. Due to delays
experienced during the purchasing, contracting and scope of work creation, a “go-live” date of
August 2017 was established. During system configuration discussions with CallNet, staff
conducted a review of their cyber security practices and identified a potential security risk to
Utilities customers’ Personally Identifiable Information (PII) if the project moves forward with
the current configuration. Prior to staff identifying this security gap, CallNet procured a third
party security consultant to review their cyber security practices and protocols, who identified
the same security gap. As a result, CallNet began implementing a solution for that gap that will
be fully functional and in production in 30-60 days. Staff recommends to delay the “go-live”
date until those data protection measures are in place in order to minimize risk to customer’s PII
data by utilizing desired cyber security practices and streamlining operational efficiencies.
Ec: Kevin Gertig, Utilities Executive Director
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