SUBJECT/RECOMMENDATION:
Title
Authorize a purchase order to PowerNet, Inc., Cincinnati, OH, for software licensing, maintenance, voice trunking, long-distance services, hardware, backup services, and professional services supporting the City’s Microsoft Teams telephony and Genesys call center systems, originally implemented under RFP No. 06-23, for an 11-month term from April 9, 2026 through March 9, 2027, in a not-to-exceed amount of $167,600.10, pursuant to Clearwater Code of Ordinances Section 2.563(1)(d), Non-Competitive Purchase, and authorize the appropriate officials to execute same.
Body
SUMMARY:
The City provides telephone services to more than 80 service locations. In 2023, the City transitioned from its legacy phone system to Microsoft Teams as its enterprise telephony platform and implemented a Genesys Cloud CX contact center solution through RFP No. 06-23, with PowerNet, Inc. selected as the awarded vendor.
PowerNet’s proposal included implementation, ongoing support, and carrier services for both the Microsoft Teams telephony system and Genesys contact center solution, establishing PowerNet as the City’s standardized provider for telecommunications network operations center (NOC) services, SIP trunking, and related support services.
This purchase supports the continued operation of the City’s established telephony and contact center environment. Services include software licensing and maintenance, voice trunking services, long-distance services, system hardware, emergency backup services, and associated professional services necessary to ensure reliable and uninterrupted communications across all city departments.
Due to the City’s existing configuration and reliance on PowerNet for SIP trunking and network operations, transitioning to an alternate provider is not practical. PowerNet’s services are fully integrated with the City’s Microsoft Teams telephony environment and Genesys call center platform. Replacing this provider would require significant reconfiguration of system architecture, procurement and implementation of new infrastructure, and re-establishment of all integrations and routing. This would result in duplication of costs, extended implementation timelines, and increased risk of service disruption to critical city operations, including Utility Customer Service functions. The total not-to-exceed amount for this 11-month term is $167,600.10.
APPROPRIATION CODE AND AMOUNT:
Funds are budgeted and available in the Information Technology department, cost code 5559862-542100, Utilities-Telephone. The Information Technology department is funded by revenues from the Administrative Services Fund, an internal service fund of the city responsible for the administration of city-wide technology services.
STRATEGIC PRIORITY:
These purchases help achieve strategic objectives 1.2, 1.3, and 1.4 for High Performing Government. The Information Technology Department maintains critical public infrastructure to deliver sustain a high level of service to support a safe and healthy community.
