HomeMy WebLinkAboutMemo - Mail Packet - 9/26/2017 - Memorandum From Tim Mccollough And Adam Bromley Re: Unified After-Hours Answering Services For All Four Platte River Power Authority (Prpa) CitiesMEMORANDUM
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: September 20, 2017
TO: Mayor and City Councilmembers
FROM:
THROUGH:
Tim McCollough, Light & Power Operations Manager
Adam Bromley, Smart Grid and System Operations Manager
Darin Atteberry, City Manager
Kevin Gertig, Utilities Executive Director
RE: Unified After-Hours Answering Services for all four Platte River Power Authority
(Platte River) Cities
BOTTOM LINE:
The purpose of this Memorandum is to respond to questions posed at the Leadership Planning
Team meeting on September 11, 2017 regarding Utilities’ implementation of CallNet for After-
Hours Answering Services. Currently, there is no project among the four Platte River Cities to
implement unified after-hours answering services; Utilities is contracting with CallNet to provide
after-hours answering services for Fort Collins Utilities’ customers only.
BACKGROUND:
As stated in the previous Memorandum dated August 30, 2017 to Mayor and Council, Utilities is
implementing after-hours answering services from CallNet due to issues inherent with the
current vendor, such as poor and inconsistent customer service, an unwillingness to resolve
human errors, and technology limitations. Prior to the solicitation for these services via an RFP,
Utilities and Purchasing staff contacted City of Longmont to explore the possibility of a joint
RFP because both cities were utilizing the same company for after-hours services. After
reviewing proposed Longmont requirements, staff determined that Fort Collins Utilities’ needs
and scope were far more comprehensive, and both entities decided to pursue these services
independently.
Historically, personnel from the four Platte River Cities have discussed the feasibility of a
unified after-hours answering services implementation. A joint after-hours answering service has
never been seriously pursued due to a lack of alignment among the Cities’ needs including:
Utility services vary across the four Cities.
Call scripts and associated work flows and operational processes are different.
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Integration to the four Cities’ back-end technology systems would be extremely complex.
Without integration, available call center services are dramatically reduced.
Due to typically low call volumes after hours (between 5 p.m. and 7 a.m.), cost savings were
recognized in managing the after-hours answering services implementation with CallNet.
However, should there be a significant electric or water emergency, Customer Connections is
prepared to mobilize a local customer support center. Depending on the severity, this plan could
include a partnership with CallNet.
CC: Lisa Rosintoski, Utilities Customer Connections Manager
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